Have you ever had a poor user experience and thought to yourself, that you can improve this? I usually keep a log of bad user experiences and make notes on how to improve design. Here is a very interesting blog post by design firm, Adaptive Path. This sort of design thinking can be done by anyone.
The posting discussed five user experiences from visiting nursing homes; buying a car; making parking garages more people friendly; receiving medical care and improving personal energy consumption.
If I were to think of an example, it would be to redesign human interactions between sales staff and service staff at an automotive dealership. Much too often, there is a strong emphasis on customer service for new or pre-owned vehicle sales. The sales person has a vested interest to ensure that the customer receives the best service as possible in order to make a sale and make some commission off the transaction. What happens to the after sales experience?
Automotive dealerships make more profit margin off the servicing of a vehicle than the selling of one. It would make sense that the after-sales experience for the customer be enhanced, right?
Does the service advisor and technician know you as the customer? I feel there is a huge contrast between the customer service from the sales staff versus the service staff. Ensuring that loyal customers are willing to stay with the brand is easier than trying to conquest new ones. Personal relationships drive customer loyalty.
If a customer were to purchase a new or pre-owned vehicle, I would let the customer choose their Service Advisor and Service Technician. Websites and communities such as Yelp.com, where users rate and provide user-generated feedback on various facets of Dealership service would be essential. Those two people along with the Sales Consultant are accountable for all service related issues for the duration of the ownership of the vehicle. Follow-ups and reminders would be done by the three, as well as contributing to any discussions in an owner support forum provided by the Dealership. A relationship would be forged between the owner and the three people.
Do you have any experiences to share? Please share them and discuss how to make them better. Let’s get a discussion started.