In today’s volatile automotive market, delivering a consistent, measurable, high quality customer experience globally is now key to success. Product differentiation is slim and brand loyalty no longer a given.
LEO helps create strategies to achieve results, both from the manufacturing perspective and across the global retailer network where huge, emerging markets provide the biggest opportunity but often have the least developed training infrastructure.
We look across the spectrum of people, process, content and technology to work out ways that people across the network can improve performance quickly and cost-efficiently. And we have extended the scope of this offering to helping educate the customer.
Recent projects have included global roll-outs of new learning infrastructures, multi-device authoring collaboration tools and process, use of Apps, AR and VR and a vast array of content from brand roll-outs, to sales, product, systems, technical, induction and customer service blended learning.
A changing market
Typically strong automotive markets are in decline, and smaller markets are picking up traction. Automotive firms are now faced with the challenge of responding strategically to this shift globally, creating a need for translated, localised learning content.
As well as this, the way consumers shop for vehicles is changing. Customers often do extensive research online before they reach the dealership, meaning they may be more informed about the vehicle they intend to buy than the salesperson. Constantly evolving auto-technology means that vehicle feature-lists change rapidly, making comprehensive product knowledge training critical to ensure salespeople can keep up with consumer knowledge.
Meet our expert
The automotive industry is being revolutionalised by the rise of four technology-driven trends: diverse mobility, autonomous driving, electrification, and connectivity.
For me, being part of this automotive revolution is fascinating as it will radicalise the manufacture landscape, stressing the importance of brand, as new competition enters into the automotive space. But most importantly, it is a time to standout and be proud of the stunning design, incredible innovation and passion to make an environmental difference.
At LEO, I work to help leading automotive companies, including Volvo, Volkswagen, Jaguar and Land Rover, to ensure they are agile enough to adopt to this level of disruption. I believe that the key to making this happen is to ensure that retailers understand and can adapt not just to advances in technology, but to the shifting expectations and behaviours of their customers, as the focus moves towards lifestyle choice over brand loyalty.