S02E06 - What Are Your Customers Really Thinking?

Ever wonder what’s really going on behind those Sales Satisfaction and Customer Service Index reports? In addition to serving as industry benchmarks, you should be using them as more than tools to measure and improve results. Doug Betts, President of the Automotive division of J.D. Power explains all this and more in this episode of The Walk Around.Listen in for his take on hot topics like:In what ways does pursuing a better CSI score potentially hurt the customer experience?What are some ways dealers can better utilize these reports or capitalize on new opportunities through J.D. Power?What has J.D. Power learned about “configuration complexity” in car customization and customer experience? How can too many options hurt dealers, sales and customers?What does research show about customer willingness to adopt EVs? What role does infrastructure play?Is J.D. Power working on a way to measure quality in EV batteries so customers can buy used EVs with confidence?For more about Doug, visit his LinkedIn profile.Liked this episode? Find our full episode library here.