IMPROVING THE CAR-BUYING EXPERIENCE - AUTOLINE THIS WEEK 1721

EV Channels Review

This episode of Autoline This Week delves into Audi's strategic initiative to elevate the customer car-buying and ownership experience, moving beyond their historically strong product engineering. The discussion highlights a multi-pronged approach involving enhanced dealer-factory collaboration, a more liberal goodwill policy, and increased loaner fleet availability. Key takeaways include the importance of a customer-centric mindset, employee engagement through programs like 'Audi Fans,' and continuous improvement processes to identify and rectify issues. The panel emphasizes that improving customer experience is not inherently expensive but rather a strategic investment that can drive loyalty and differentiation. While Audi is making significant strides, evidenced by improved customer satisfaction scores, the journey to becoming the number one premium brand through unparalleled customer experience is ongoing.