Mind the digital gap! Or customer experience will never meet expectations

摘要

Customer journeys, touch points, moments of truth, interactions or whatever the latest term is used today, they all point to the same thing - that great service matters. It always has. It always will. Of course it matters. Customer Service Index (CSI) scores matter to dealers because they play an increasing role in manufacturer standards and subsequent rewards. So much so that dealers are practically chasing departing customers asking for their 'scores' or fishing for a 5-star rating at the service desk.