Medallia’s automotive infographic outlines how to transform the customer journey—from research to maintenance—into a seamless, emotionally resonant experience that builds loyalty and drives repurchase. It highlights the importance of optimizing online navigation, removing contact center friction, and automating personalized interactions. Strengthening satisfaction at traditional friction points and using video feedback yields richer insights for strategic improvements. Empowering dealerships and personalizing post-sale experiences fosters customer-centric cultures. Notably, 92% of buyers research online, and 47% consider switching brands after just one irrelevant interaction.

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