Module 5 – Customer Experience in the Heavy Commercial Vehicle Industry

Customer Experience in the Heavy Commercial Vehicle Industry

What do I know about customers experiences? And how can it be improved?

If we look at the operators purchasing the vehicles as customers, we know that for example uptime and TCO (Total Cost Operation) are things that are really important for them. We also know that customers that historically only bought a vehicle, is now demanding more and more services packages and service solutions for example financing, service- and maintenance contracts etc. connected to their actual vehicle purchase. The message is clear – the customers want complete solutions.
To be able to offer these customized offers, we enter into a partnership with the customer and work together to find the best solution that enables the customer to achieve profitability. Doing so also creates profitable business for us as a company. This is a really good example of Value co-creation. It is a win-win situation.

To enable a good customer experience in connection to uptime and TCO, we also need to be very quick  when it comes to quality assurance. If there is a quality issue we need to solve the problem quickly. These less positive things can be turned into positive things if handled in a good way. As always, it´s really important that we meet (or surpasses) the customer expectations.

To measure how satisfied customers are, we have a survey called “CSI – Customer Satisfaction Index”. In that survey, our customers are given the opportunity to rate us as a company in different areas, for example product quality, repair, maintenance, after sales etc. We then use the customer satisfaction input from this  “customer experience barometer” for further development.

We do see a need to understand the customers business even more. Knowing the customer and the customers customer is a key for successful business. Through good knowledge of our customers’ business operations, we can focus on their profitability by delivering optimal transport solutions that maximise customer revenue while minimising costs. To do that we need to work more and more as cross functional teams (internally) and also work more together with our distributors, our customers, the PTA´s in the cities as well as the operators.