Dealership customer experience tracking uses tried and tested observational research tools and techniques adapted specifically for dealership customers.
Customer experience tracking involves watching customers in your environments to understand more about them. There are simple questions about customer behaviour that many organisations can answer in detail about their digital customers but can only answer with assumptions and anecdotal information about their ‘real’ customers. These can be as simple as ‘Who are they?’ and ‘What do they do when they are with us?’
At Konvergence we have been tracking customers in our projects for over 12 years. We have refined the tools and techniques we use to track customers to make sure we can capture as much useful information as we can.
Here are some guidelines you can use to structure your own customer tracking: [Read more…]