The after-sales area has definitely won the attention from dealerships for representing an important alternative in times of crisis. However, keeping up with market trends is key to serve changing and increasingly demanding customers.
According to the Customer Service Index (CSI)SM Study 2016, published by J.D. Power Brazil, the amenities with the highest satisfaction levels for customers are, precisely, the least offered by dealerships. There is, therefore, an inversely proportional relation between what the customer wants and what is, in fact, made available to him. Yet, this situation shows an excellent opportunity. The offer of television, magazines (oftentimes outdated) and the well-known coffee is seen as nothing more than the basic: to win over the public, it takes much more.
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