DISRUPTING THE INDUSTRY STATUS QUO
Evolving the digital in-store experience for the customer when both shopping for, purchasing and in ownership/servicing their vehicle required the design of a suite of tools. Building the strategy that delivered a new/used car sales assist program with inventory availability, comparison demos, difficult to understand features and configuration capabilities was the first step. Consumers had a 20% greater buying experience when engaging with a Brand Specialist who used the tablet in their conversation. This also saved time for the customer in delivery checklists where customers could select the areas they wanted to know most about. Then in ownership, a series of these tools in the service experience trigger automatic loaner vehicles, equity opportunities, ease of getting information and documentation of an owners work. These are just some of the ways in which the customer experience can be enhanced and how Audi is elevating the way consumers engage with our brand.