In this presentation, Alicia Boler-Davis, Senior Vice President of Global Quality and Customer Experience at GM, examines how customers are driving this culture change and how the automaker is putting customers front and center in everything it does. From how GM interacts with its customers to how it designs, engineers, and manufactures its vehicles, the automaker’s goal is to provide the highest-quality overall experience in the industry.
Findings from the latest research provide insight into consumer behavior in the automotive digital marketplace in the context of the ever-changing digital landscape. This presentation focuses on how consumers are leveraging digital information through digital devices to help them with their vehicle-shopping process.
After years of volatility, the automotive marketplace has not only stabilized but continues to grow. In fact, new-vehicle sales are projected to increase by 7% over the next 2 years. Download this webcast for the latest 2013 automotive trends and insights that will allow you to truly understand the marketplace conditions and leverage this knowledge to your key client decision-makers.
In order to maximize an online experience in a mobile environment, website developers should consider how shoppers are interacting with their smartphones. According to the J.D. Power 2013 Automotive Mobile Site StudySM, learn how shoppers are interacting with their smartphones.
Allowing shoppers to save information on an OEM’s website presents a significant opportunity for automakers to engage shoppers and maintain their messaging, according to the J.D. Power 2013 Manufacturer Website Evaluation StudySM (MWES)—Wave 2. However, just providing the technology that allows shoppers to save information isn’t enough; the content needs to be compelling enough to make shoppers want to save it. Learn what shoppers want from an OEM’s website.
Consumers are accustomed to seeking information on the Internet using search engines, such as Google, and have come to expect high-level search functionality to obtain desired results. According to the J.D. Power 2013 Manufacturer Website Evaluation StudySM—Wave 2, 63% of in-market vehicle shoppers visiting manufacturer websites and using that site’s Search function—or tool—find what they are seeking. Find out how in-market vehicle shoppers are using OEM manufacturer websites.
Consumers who seek out advice from trusted individuals is something Brazil shares with most of the world's major automotive markets. What might be more surprising is new-vehicle buyer’s use of the Internet as the second most common source of information, according to the J.D. Power 2013 Brazil Sales Satisfaction StudySM. Discover the most common sites used by Brazilian new-vehicle buyers.
With the increase in consumers’ dependence on researching vehicle information during their shopping process and their ability to cross-shop websites easily, designing and maintaining effective and useful websites are critical for third-party automotive websites to retain visitors. Well-designed aspects of website appearance, navigation, and speed enhance shoppers’ ability to locate specific content, helping create loyal visitors.
For automotive manufacturers, an effective website is critical. It serves as a major portal of information for new-vehicle shoppers during the selection process, assists them in narrowing their consideration set, and helps them identify key vehicle features and benefits. Well-designed aspects of website appearance, navigation, and speed enhance shoppers’ ability to locate specific content, helping to drive traffic to show rooms.
Automotive marketers endeavor to target the right population for their key marketing communication messages. However, J.D. Power research shows that demographic targeting misses the mark in effectively reaching new-vehicle drivers. Actual purchase behavior, across the various 25 new-vehicle segments and down to the brand and model level, allows for precise and successful targeting. This information allows marketers to reach across media venues and facilitates allocation of advertising dollars more wisely and efficiently.