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Article : Which Auto Brands Will Succeed in the 2020s and How?

#contactcenterworld

Is there any industry that is facing quite as much change and disruption as automotive? For example, the banking and financial services industry faces a huge wave of change as financial technologies redefine who can enter that industry. Still, the auto brands facing a perfect storm where customers are even asking if it’s worth buying a car any longer.

Take a look at just some of the recent news and auto trends for further evidence:

Silicon chip shortages are expected to cost the auto industry over $110bn this year, with almost 1.3 million fewer vehicles being manufactured in the US alone, compared to before the shortage. Modern cars often require thousands of chips – they are computers on wheels.

Electric vehicles (EVs) are now available from almost every major brand, and some significant markets have announced a ban on petrol and diesel in just a few years – for example, 2030 in the UK. Imagine if your entire range of products is about to be banned.

Renting, not buying, is becoming more common amongst younger consumers who are calculating that the ownership cost of a car is far more than just using Uber or Lyft anytime they need to travel.

Autonomous vehicles are becoming normalised. Tesla is getting negative publicity because of crashes when using the Autopilot mode. Still, the media is reporting each individual incident and ignoring the fact that 1.3 million people are killed each year in regular road traffic accidents. Eventually, the public (and regulators) will start trusting autonomous cars, and then they will really take off.

New ownership models. Why buy a car and then pay for maintenance, insurance, and taxes, when you could just pay a subscription that includes all costs – except fuel? Many car brands are now exploring subscription options to create a steady income stream rather than selling a vehicle outright. Volvo is a great example – they are taking all the complexities of car ownership away.


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That’s just a summary of what’s taking place. New brands are constantly entering the market, especially EVs. 99% of electric buses are made in China, and China already accounts for more than half of all EV sales. There are Chinese brands with years of experience waiting to enter your local market – even if you have never heard of them.

What can auto brands do in the face of all this change and new competition? They are facing an uncertain environment where their current products face a ban in the near future, unknown rivals are waiting to enter the market, and a large number of consumers are starting to prefer a pay-as-you-go form of ownership – which also dramatically impacts those brands that also enjoy a healthy finance business offering loans to customers who want to buy cars.

There is no single answer, but an entirely new approach to the customer experience will be essential. Auto brands need to stop thinking of individual vehicle sales as the goal and focus more on nurturing relationships with customers over many years. Take a total lifetime value approach.

This requires some new ideas, but some auto brands are already starting to think this way. For example, look at how Nissan introduces prospective EV customers to existing EV customers. If you were thinking about buying a Nissan EV, then would you rather talk to someone who may – or may not – be able to answer your questions or someone who really drives a Nissan EV every day?

McKinsey said two years ago that auto brands need to think beyond car purchases and insert themselves into the lifestyle of millennial and Gen Z consumers because these are the demographics that will form over half of all car buyers by 2025 (45% just millennials alone).

The McKinsey ideas revolve around exploring best in class customer experience from brands such as Amazon, Airbnb, or Uber, and then exploring where the experience of owning a car creates friction – especially essential processes such as scheduled servicing and maintenance.

If the auto brands can make the experience of owning a car more effortless, then they have the opportunity to retain a customer over many years. Apple gives an example from another industry. Their products are great, but what hooks and retains many customers? The seamless nature of their iCloud service means buying a new laptop or phone is extremely easy – customers will stay with the brand even if they have to pay more than the alternative from other suppliers just because it’s easy.

This is where auto brands need to be looking. Not at acceleration, top speed, or how many bags can fit in the luggage space. What value add can be inserted into the lifestyle of a customer? How can an auto brand make a new purchase from the same company so much easier than choosing an alternative?

The auto industry is facing rapid change from many different directions, but it will be this focus on the customer experience that decides who will be successful in the 2020s.

#contactcenterworld


About ICON Communication Centres:
Company LogoICON (est. 2003) creates tailor-made outsourcing solutions that use a combination of technology and human resource to deliver inside sales and account management solutions for B2B brands. Based in Central Europe, ICON’s brand evangelists provide CX and complex interactions in 30 languages. Clients benefit from a mature and experienced workforce, competitive price point, and accessible geographical location.
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Today's Tip of the Day - Do You Divert Calls Between Offices?

Read today's tip or listen to it on podcast.

Published: Monday, October 11, 2021

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2021 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

3.) 
Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.

4.) 
DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.

5.) 
Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.

6.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions

7.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)

8.) 
Nuxiba Technologies

CenterWare
Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!

9.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.

10.) 
The Phone Number Testing Company

Phone Number Testing and Validation
Bulk testing and validation of UK Landline and mobile numbers, with a growing list of other coutries where we can test.

If you own a large customer or business prospect sales database, our service helps you to quickly and accurately cleanse all the dead records, by identifying all the dead phone numbers.

We offer a free no obligation test trial
 

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