Fuel for Thought - Episode 5: The Customer Journey with Melanie Erff

The vehicle buyer journey is a rapidly changing landscape as technology, consumer expectations and lifestyle factors evolve including the interaction and relationship with the brand and the dealership. There are key factors that contribute to a customer’s loyalty or defection when they consider purchasing a vehicle – and critical loyalty drivers can vary by brand. As consumers demand an enhanced overall retail experience, customer convenience will likely emerge as a leading retention factor. Join Kristen Balasia and Melanie Erff as they discuss new vehicle buying trends.