Customer Experience in the Automotive Sector
Are your dealerships captivating customers at every stage of their journey?
Customer Experience in the Automotive Sector
Are your dealerships captivating customers at every stage of their journey?
Recent changes in consumer expectations and the increasing competition in the automotive sector highlight the importance of delivering an outstanding customer experience.
Are your dealerships captivating customers at every stage of their journey?
With evolving consumer expectations and increasing competition, providing an exceptional customer experience is crucial. From vehicle purchase to after-sales service, every touchpoint shapes your brand’s perception.
Our 360° approach to customer, employee, and brand experience helps streamline operations and foster a customer-centric culture. Ensure every interaction is seamless, your employees align with your values, and your brand stands out in a competitive market.
Mystery shopper Real Consumer
Optimize your customer journeys and uncover what consumers truly think about your service delivery, whether evaluating the sales department (purchase or leasing) or the after-sales department (vehicle maintenance or repair). Through our mystery shopper programs, Lanla gathers unbiased, high-value strategic information. Our customizable approach also enables you to measure the application of service standards set by your organization across your entire staff, departments, and/or network.
Our programs can also be used to monitor the competition, providing you with valuable strategic insights into pricing, inclusions, and the services received.
Continuous Survey – Voice of Customer
Our Voice of the Customer (VoC) satisfaction survey programs are ideal for gaining an in-depth understanding of customer expectations, needs, and frustrations, while identifying areas of satisfaction and improvement. With Hexia, you can capture real-time impressions from your customers, whether it’s related to customer service, the experience of purchasing or renting a vehicle, or using a service (vehicle repair or maintenance). You’ll be able to easily track key customer experience indicators such as satisfaction at each service stage, the Net Promoter Score (NPS), and the Customer Effort Score (CES), in addition to acting quickly to address any detractors.
Hexia.local
With benefits and features such as managing your listings across various online directories, creating response templates for reviews, automating responses, analyzing customer sentiment, and managing your keywords, Hexia.local is the ideal tool to simplify your local marketing management.
Measure and optimize the performance of your dealerships with detailed reports to increase your visibility and traffic. Trust Lanla for flawless local marketing.
More Solutions for your automotive services.
Discover how Lanla and its offerings in customer experience, employee experience, and brand experience can help grow and retain your customer base.
Positioning and Occasional Surveys
Measuring your positioning relative to your competitors and analyzing your Net Promoter Score (NPS) are valuable approaches to add to your strategy. By combining our panel of respondents with your customer lists, we can accurately assess not only your brand awareness but also customer perception. This analysis provides a clear view of your loyal, non-loyal, and potential customers, allowing you to better understand your strengths and areas for improvement.
Employee Engagement Survey
In an industry that is constantly evolving, facing technological transformations and high consumer expectations, it is crucial not to forget that the customer experience begins with your employees. Our annual or bi-annual employee engagement surveys are an essential tool for identifying drivers of change and implementing concrete action plans to improve the involvement and retention of your teams. Whether it’s administrative staff, sales teams, or after-sales service teams, everyone will have the opportunity to voice their opinions!
Conferences and Training Workshops
Do you want to raise your team’s awareness of the importance of customer experience and engage them in developing a customer-centric culture? Our customizable conferences and training workshops are designed to meet your strategic objectives specific to your business sector. Together, we will build sessions focused on the realities of your industry, with topics such as: the importance of customer experience, know-how and interpersonal skills, how to handle objections, managing difficult customers and internal conflicts, or tips and tricks to increase sales.
Data Analysis and Valorization
How can you maximize your results and transform your data into operational, strategic, and marketing assets? The answer is simple: as experts in advanced analytics, our team will guide you toward the appropriate statistical analysis methods while ensuring a better understanding of the drivers of change in customer experience for more informed business decisions.
POS displays, brand identity, communication tools, and digital marketing
Your brand… it’s how your business presents itself and how you want others to perceive you. That’s why our brand experience experts are here to help you: design or update your branding, create impactful and thoughtful communication tools, and implement digital marketing that combines strategy and creativity. A strong brand identity is essential to stand out from the competition. It enhances credibility, strengthens customer trust in your services, and contributes to customer loyalty.
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