In today’s age of information and access, being customer-centric is no longer a choice for brands to aim for – it is a necessity. Be it clothing and cosmetics or electronics and hotels – it has long become important for industries across sectors to customize their products and offerings per the needs and wants of their customers.
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Today, it is the need of the hour to tailor your products and services to your customers, and it is imperative that your brand narrative matches your efforts as the world is craving a more humane brand experience.
Beyond keeping customer convenience as an aim, it is essential to devise content-focused messaging that works towards maintaining the brand’s relationship with its customers in the fast-paced digital world. Customers should be a part of brand identity. As such, digital experience is as important for automotive brands as is the mastery over the engineering and technology of their cars.
Tools such as the Internet of Things, artificial intelligence, and data analysis offer insights and information to help brands better communicate with their customers and address their needs in a tailored fashion. IoT, for example, given its immense potential in elevating the customer experience, is one of the most highly invested tech tools in the automotive industry.
Another step that brands are taking to ensure an effective customer journey and interaction is offering online customer services with technology-focused solutions, like chatbots. This instant communication tool has been gaining ground, and according to Insider Intelligence, by 2024, the global consumer retail spent through chatbots is pegged to reach $142 billion from just $2.8 billion in 2019; this growth is nothing short of phenomenal. It has been found that over 40% of worldwide internet users favour chatbots over virtual agents when getting in touch with a brand.
Text messages, social media messages, and video calls are also customer interaction tools that can be used to enhance the customer experience and get the desired results. Text messages, for example, have a 99% opening rate. With more than 20 billion messages being exchanged between businesses and consumers monthly on Facebook Messenger alone and the growing popularity of video calls, all indications point toward customer interaction getting even stronger.
At Renault of Arabian Automobiles, we successfully integrated our experience and expertise to offer customers world-class service using the best digital and traditional tools in the automotive and customer service industries.
Renault’s models have a loyal customer base and are experiencing exponential sales growth in the UAE. This is due to the commitment at Arabian Automobiles to continuously adopt new operating models, refine and remeasure ways of reaching out to customers, and gauge the customer experience. All efforts are a substantial investment towards a stronger brand experience on the back of an amazing customer journey.
