Fixed Ops Magazine - 2020 Vol17 03 - 48

F EAT
PA
RTS
U RE
DE PARTME NT

D ELI VER G R O W TH
TO YOU R PA RT S
B USINESS
3 Ways Advanced Dispatch Technology Can Improve the
Customer Experience to Drive Parts Dealers More Business

C

ustomer experience -- it's a catchphrase, a
marketing vessel, and an intangible part of doing business. Most businesses realize the bot-

tom-line benefits that having a good customer experience brings.
Statistics such as "86 percent of businesses will pay
more for a better customer experience" and "25 out
of 26 customers won't complain to a business about
a poor buying experience -- they will just stop buying"
show the importance of a strong customer experience
environment. However, these statistics don't help shed
light on the tangible things that a business can do to
improve their intangible customer experience.
Oftentimes, businesses will take strides to improve their
customer experience without knowing exactly what areas they need to improve. Finding these areas of improvement are often difficult, especially when it comes
to delivering products and services to businesses and
to the home.

THE DRIVING FORCE OF REPEAT BUSINESS
- THE FULFILLMENT EXPERIENCE
Every touchpoint that you have with your customer
is part of the customer experience. It starts from their

In parts delivery, managers and executives don't always

very first order with you and doesn't really end. The

have the face-to-face exposure to their customers that

simplest way to understand the customer experience

other types of businesses have. So, in a fast-paced and

is to break it down into three parts: The buying jour-

changing environment, how do parts businesses find

ney, the fulfillment experience, and the post-purchase

the areas of their customer experience that they need

experience.

to improve, and take steps today that will drive profitability tomorrow?

The most common and well-researched part of the customer experience is the "buying journey." This includes

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Fixed Ops Magazine - 2020 Vol17 03

Table of Contents for the Digital Edition of Fixed Ops Magazine - 2020 Vol17 03

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