Customers cite the main sources of dissatisfaction in workshops as long waiting times, unclear pricing, and lack of regular updates on vehicle repairs. In the case of official brand workshops, clients also complain about higher prices and inconsistent service.<\/p>\n
These insights were presented by Javier Bordetas, expert at consulting firm Capgemini Invent, during his talk on customer experience at the IBIS Iberia 2024 event, organized by Cesvimap. He highlighted the profile of today\u2019s customer: better informed, expecting immediate service, more demanding\u2026 and less loyal. \u201cCustomer expectations and engagement with brands and workshops can change over time, moving away from them,\u201d explained the consultant. He also outlined workshop strategies to care for clients, including sharing knowledge across the network, implementing emotional CRMs, adopting loyalty models, and using feedback as part of a continuous improvement process.<\/p>\n
Bordetas also recommended initiatives to enhance customer satisfaction in workshops. \u201cIt\u2019s about making life easier for clients with diagnostic experts, flexible hours, express diagnostics and repairs, and apps to schedule visits,\u201d he suggested.<\/p>\n
The Capgemini expert also addressed customers\u2019 experiences with car insurance companies. \u201cEach client experiences each touchpoint with the insurer with different emotions: calm at first, uneasy when the car won\u2019t start, frustrated after an accident, ignored during claims processing, and deceived when renewing the policy,\u201d he explained.<\/p>\n
Bordetas noted that 67% of clients state that negative experiences lead them to switch providers. Meanwhile, 91% of those who do not voice complaints simply leave. \u201cInsurance customers want transparency, speed, personalization, and prevention. By understanding these needs, insurers generate loyalty through additional services,\u201d he concluded.<\/p>\n","protected":false},"excerpt":{"rendered":"
Today’s customers are better informed, want everything immediately, are demanding and sometimes disloyal, with waiting times and lack of price transparency being their main sources of dissatisfaction.<\/p>\n","protected":false},"author":5,"featured_media":8041,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false},"tags":[],"yoast_head":"