Arthur D. LittleArthur D. Little

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Delivering the brand

Delivering the brand

Following dramatic improvements in vehicle quality and reliability over the past decade, OEMs are increasingly focusing on brand rather than product differentiation in order to compete effectively. The customer experience delivered by dealers is an important component of the total brand experience and has a direct impact on overall customer satisfaction. By adopting a structured approach to developing customer satisfaction at key touch points in the dealership, OEMs can reap substantial benefits in terms of customer retention, cross-selling and new customer acquisition.

Released: February 2009

Download File ADL_Report_Delivering_the_brand.pdf (.PDF, 804 Kb)

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