During our work in the motor industry over the past 10 years, our specialist customer experience consultancy, Experience Insight, has developed a process which helps us to accurately profile customer experiences and the factors that influence decision making and purchasing.
We all know the feeling. Getting out of bed early on a Monday morning to head into the office for an important meeting and jumping into the car, only to find it won’t start. It’s frustrating, and for most people, being without their car is a huge disruption to their daily lives.
As complex as the modern legal system may seem as first glance, the The Consumer Rights Act of 2015 has actually made it an easier place for car dealers to do business, whilst also protecting the interests of a consumer.
For the last few years marketing has centred around what millennial consumers are looking for. To me, this reflects marketers’ general obsession with youth culture and their adoption of new technologies. It also means older audiences who enjoy the latest tech are often overlooked.