Have you ever walked into a Japanese restaurant where you were greeted by all the waitresses with “Irasshaimase” upon arrival and “Arigatou Gozaimasu” upon departure in chorus? This unique experience is one good example of enhancing the customer experience through thoughtful customer strategy and execution.
Now imagine you booked a private room with VIP-class cuisine. You spent hundreds of dollars on this meal by having the most exotic sashimi, expensive Kobe beef, and sake. Do you deserve a more privileged experience than a typical customer? The answer is yes.
Customers who pay a premium for VIP-class cuisine seek exceptional food and a personalized experience, such as greater menu flexibility and luxurious amenities. In many cases, the execution of these differentiated customer experiences falls on the shoulders of waitresses and cooks in the restaurant. But the question remains: how can they ensure the customer experience is consistent across all locations and waitresses?
What if business owners could define their desired customer experiences in a system that drives processes and guarantees consistent execution throughout the customer journey? Yes, you read it correctly! Yana Automotive Solution is the expert in this area.
Stop selling products. Start selling customer experiences.
Yana Automotive Solution isn’t just another Dealer Management System (DMS) or Customer Relationship Management (CRM). It goes beyond transactional record-keeping, placing customer experience at the forefront. One of Yana’s standout features is its visual drag-and-drop tool, which allows Original Equipment Manufacturers (OEMs) and dealers to define customer journeys. This practical tool empowers users to design personalized brand experiences based on criteria like customer segmentation, vehicle brands, omnichannel, etc.
- Customer Segmentation:
Segmenting customers into fleet customers and retail customers allows OEMs to create personalized and impactful customer experiences. By understanding the distinct needs and preferences of these two target audience groups, OEMs can effectively tailor the customer journey. For instance, it is crucial to emphasize the advantages of low maintenance expenses, long-lasting durability, bulk discounts, and streamlined maintenance programs throughout fleet buyers’ customer journeys. On the other hand, when targeting retail customers, OEMs should highlight aspects such as advanced technology, lifestyle, family requirements, and individual preferences. This approach will enhance the offerings for every customer with high satisfaction.
- Vehicle Brands:
When it comes to automotive retail, classifying car buyers based on the brand personality of each vehicle brand or model can help design a car-buying experience that satisfies customer desire. For example, luxury, adventure, and outdoor seekers require different customer experiences, as the two customer segments seek.
It’s worth noting that car manufacturers put much effort into designing cars that cater to specific needs and preferences, paying attention to exterior aesthetics with sleek lines, bold grilles, and distinctive styling elements, as well as interior features that provide a luxurious experience with premium materials, advanced technology, and amenities that enhance comfort. Therefore, if OEMs can effectively reach their target audience, it’s likely that their sales growth will increase as a result of strategized customer journeys.
- Omnichannel:
With Yana, OEMs can seamlessly integrate customers’ preferred channels into a cohesive, personalized experience based on their customers’ entry points. This level of configuration and consistency has clear benefits across all dealerships. Furthermore, by utilizing Yana’s data collection and analysis capabilities, OEMs gain valuable insights into customer preferences, behaviors, and needs, allowing them to refine and improve the customer journey. Eventually, this will lead to enhanced experiences and foster long-term customer loyalty.
Looking for a way to improve your automotive business’s customer experience?
Technosoft’s Yana Automotive Solution might be just what you need. Yana is a system-driven customer experience platform for personalized customer journeys in the automotive retail industry, from awareness and prospecting to vehicle sales, after-sales service, retention, and repurchase phases. With Yana, brand experiences and business processes are executed consistently across all OEMs, ensuring a seamless and personalized customer experience. By leveraging Yana’s capabilities, you can accelerate your business growth, enhance customer satisfaction, and improve overall cost efficiency.
Contact our global automotive experts and request a demo now. Click here
