The automotive industry is still one of the biggest markets in the world in 2024. This market keeps evolving to incorporate environmental and technological innovation. This includes increased electric vehicle adoption, the rise of autonomous vehicles, and vehicles that offer 5G connectivity.
Like many other markets, the auto industry is also shifting online, with more than 90% of buyers researching cars beforehand.
Current Landscape of CX in the Automotive Industry
AI and other innovations may be taking over the automotive industry, but the human experience remains a big focus for car dealers. The automotive customer experience itself is pretty much what it was decades ago. The main thing that’s changed is customer expectations. Automakers should continue to focus on building an incredible automotive experience to meet these expectations while creating human connections.
Operating in the auto industry means you must promote more than ‘customer experience trends in the automotive industry’ offers. Work on more than ‘customer retention in the automotive industry’ strategies. You should offer a largely paperless experience that doesn’t take weeks to complete. Also, you must stay on top of customer demand to always have the right car stock available.
And, wherever possible, you must be willing to negotiate pricing. Most crucially, once you’ve sold a car to a customer, you must stay in contact with them. Many customers get put off by dealers and even manufacturers who don’t reach out to them after a purchase. After-sales service is a massive part of the customer experience that you should never ignore. It is also one of the most evergreen trends in automotive industry history.
10 Emerging Trends in Customer Experience in the Automotive Industry
Other emerging trends in the automotive industry will gain even more traction this year. This includes automotive customer experience trends. The following are the trends you should keep an eye out for.
1. Possession of Mobility is Changing
Autonomous mobility will continue to be a huge deal in 2024. More than 50% of car owners surveyed felt that an autonomous car would perform more efficiently than a normal car. Younger generations drive this trend because they prefer rental cars and ride-sharing over buying a vehicle.
Moreover, inflation plays a role because it affects maintenance, insurance, and fuel costs. To combat this, you can create car purchase offers that include coveted accessories. Or promote inclusive services like repair and maintenance. Throughout this process, you must keep your customers top of mind. You can offer buyers the most exciting deal in the world, but if your customer experience is lacking, they will go elsewhere.
2. Create More Connected Vehicles
IoT telematics continues to make an impact in the auto industry. Telematics allows drivers to connect to Google Maps and other software. Certain features and technologies help drivers to be safer on the roads and reduce the risk of crashes. Connected vehicles also come with sensors and cameras to further reduce the risk of an accident. Sensors are helpful because they set off an alarm when drivers become anxious or sleepy.
Some car brands have already implemented laser scanners and radar technology in their vehicles to help drivers avoid obstacles on the road. All these features combined create an unforgettable customer experience. So much so that they are in high demand, especially among younger buyers.
3. Changing Preferences to Autonomous Vehicles
Buyer preferences are shifting to autonomous vehicles. Drivers like the idea of not having to control their cars in traffic. And the car itself is smart enough to avoid traffic congestion. While the car drives steadily along, the driver can watch a TV series or do online shopping.
However, for some drivers, this experience sounds terrifying instead of convenient. Fortunately, you can make the experience less nerve-wracking for buyers by offering cars with an HMI (human-machine interface) to keep them calm. This creates a stress-free driving experience in addition to an enjoyable customer experience.
4. Seamless Key Moments Experience
In addition to offering the latest technology in the auto industry, you should provide a seamless customer experience. Customer experience strategies follow the same route in the auto industry as in other business sectors. You must create buyer personas and customer journey maps. This will help you build strong relationships with your customers.
At the same time, you should not overwhelm potential buyers by sending the same promotion or offer several times a week. Even if you have a range of cars with the latest technology, some buyers won’t be interested in them. So, segment your buyer personas and send only relevant information to them. This also helps build a positive customer experience.
Speed to lead is critical in today’s fast-paced market, and Podium’s AI BDC offers an unparalleled advantage by ensuring dealerships engage with leads within a couple of minutes—guaranteed.
5. Roadside Assistance For Your Vehicles
Roadside assistance is another trend you cannot ignore. This market will reach a value of $40 billion by 2033.
If you haven’t yet jumped on this trend, you should. Offer roadside services as a value-add to improve customer satisfaction and the overall consumer experience.
6. Increasing Expertise
With the increase in technology comes a logical need for an increase in expertise. Use digital tools to allow your customers to explore vehicles digitally before buying. And your sales agents must know everything there is to know about technologically advanced vehicles.
Moreover, if need be, you should employ a team of advisors who can provide buyers with the information they need on electric vehicles and other advanced or luxury cars.
7. Data Privacy
Data is everywhere, but customer data must always stay private. Optimize the customer experience by offering clear data collection policies. Furthermore, get in on the trend of ultra-secure data storage and processing. You also need to communicate with your customers without compromising any privacy.
8. Sustainability
The sustainability trend isn’t going anywhere anytime soon. Your business needs to highlight its carbon footprint and what you’re doing to reduce it. You should promote green vehicles and offer sustainable disposal options for old cars.
9. Accessibility
Accessibility is a fast-rising trend that has automakers and dealers designing or upgrading their showrooms to cater to everyone. Showrooms now include ramps for wheelchairs, designated parking spaces, and bigger restrooms.
You can take the accessible customer experience one step further by communicating with your customers in multiple languages and offering content in digital format.
10. Putting Consumer Trends in Automotive Industry First
Out of all these trends, the customer trends should enjoy top priority. Get the feedback you require and analyze this data to improve customer experiences. This is the easiest way to know what part of your marketing campaign needs an overhaul and how to personalize the buying journey for your customers.
The Importance of Customer Satisfaction in the Automotive Industry
Throughout trends and technologies, customer satisfaction in the auto industry remains the most important objective. When your customers are satisfied with your service, it is easier to retain their business. It costs up to seven times more to gain a new customer than to keep an existing one. This means your focus should always be on customer service and satisfaction if you want to increase your profitability and reduce expenses.
Your customers are the most crucial part of your business. Every other aspect of it revolves around them. The automotive industry still has a long way to go when it comes to customer service. But you can make a positive start by grabbing customers’ attention and then wowing them with an unbeatable customer experience.
How to Create Brand Loyalty in the Automotive Industry
After wowing first-time customers, you need to work on retaining their business. This means creating brand loyalty with every new sale. Well-known brands automatically have loyal fans, and you can turn them into loyal customers by selling the same brand cars.
Moreover, you can increase customer loyalty to your dealership by being centrally located and employing expert salespeople. Having a large inventory will also count in your favor. Speaking of salespeople, they need to build trust with customers, which is not always easy in the auto industry. If customers trust your sales agents, they will return to your dealership for future purchases.
Offer top-notch customer service and personalize your communication to each potential buyer. Implement a loyalty program and continue nurturing your existing loyal clients. Doing this consistently will allow you to enjoy customer loyalty over the long term.
Podium Can Help You Grow Your Automotive Business Fast
Podium understands the intrinsic value of customer service and loyalty. That is why Podium offers a customer-centric solution in the form of driving leads through text. This will help you connect with your customers faster and resolve transactions more efficiently.
Whether you own an OEM, dealership, or auto body shop, Podium can help you sell more cars than your competition and book even more repair jobs by streamlining your communication process.
Engage every lead with meaningful conversations to drive sales with Podium’s best-in-class conversational AI Employee. Watch a demo today!
