From information and brand discovery through purchasing and after-sales, the automotive customer experience is undergoing a paradigm transformation. Customer Experience has always been driven by the vehicle’s basic products and features, but the emergence of digital technologies has opened up new opportunities for OEMs and auto dealers to address pain points, boost personalization, deepen customer connection, and win automotive customer experience.

In the automotive industry, digitalization has progressed at a rapid pace. And after the COVID-19, this trend continues. People find it much more convenient to conduct research and consult with experts from the comfort of their own homes.

Automobile manufacturers (also known as original equipment manufacturers or OEMs) and dealerships have battled to keep up with the changing demands of digitally savvy customers.

Of course, digitization of the purchase journey is not the only thing that has changed the automotive industry. Concerns about the environment, the shift toward mobility, new financial products, and automotive technology have also influenced how customers perceive and buy cars.

Automotive brands now have no choice but to adapt to shifting customer expectations in order to succeed in a competitive industry. This blog will cover how automotive brands are using digital technology to improve automotive customer experience. 

Top 3 customer experience trends in the automotive industry

1. Addition of AR & VR technology

Automotive firms may utilize virtual reality ( VR ) technology to bring things to life, connecting the brochure to the showroom and allowing users to get a feel for the vehicle before having a test drive.

Customers can even utilize this technology to preview how they could personalize a car depending on their preferences before making a purchase.

Vroom, a used-car shop, is using this technology to show off its inventory remotely. Physically delivering things to clients for the sole purpose of the demonstration is costly, and buyers are only willing to travel so far. Virtual reality overcomes this problem without requiring customers to leave their homes.

2. Getting a Ride

Customers utilize their vehicles for everything from traveling to work or to vacation with the entire family. However, this trend is changing. Consumers are increasingly seeking more flexible transportation options to get from point A to point B.

Customers can now catch a “Lyft” to their next destination via a vehicle-sharing service similar to “Uber”. And for good reason, It’s never been easier or more smooth to travel. Customers just book and pay for their transport through an app, are picked up, and arrive in style. What could be easier?

For example, Companies like “Bird”, for example, have entered the market by providing rent-to-go scooters in key cities.

Even the “Big 3” are feeling the squeeze, which is why Ford is acquiring Spin, a scooter startup, in order to connect with more customers and expand its mobility portfolio.

3. E-commerce platform for vehicles

The post-pandemic era saw customers increasingly choosing a digital-first approach for numerous touchpoints of their buying journey. Customers today want online platforms that allow for precise product searches and comparisons, allowing them to make purchasing decisions online and quickly.

Tesla and Mercedes Benz, have adopted a direct-to-customer e-commerce strategy. This is a once-in-a-lifetime opportunity for automakers to gain a competitive edge by positioning themselves as digital innovators.

If you are looking to measure and optimize automotive customer experiences to increase your customer experience, then Dropthought can certainly help!

Dropthought is a user-friendly, omnichannel, and real-time customer experience management platform. We empower companies in different verticals to create delightful experiences for customers across their journey. Get detailed analysis and insights from data to exactly know what your customers think and what actions you need to take to delight them.

With a dedicated customer success team, we would ensure that you are optimizing your Customer Experience programs and strategies to create great experiences!

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