Would You Like Service with That?
An exploration into service design strategy within automotive retailing.
If price is no longer the ultimate differentiator between brands, how does a brand make an emotional connection with its customers, increase customer loyalty and differentiate itself by creating memorable experiences between the consumer and the brand?
In a newly released whitepaper, Chris Bedford and Anson Lee discuss the relevance of Service Design as a critical discipline within the global Experience Economy. Using Karo's work with Open Road Auto Group as an example, the authors deconstruct the customer experience and demonstrate how businesses can thoughtfully apply service design to better align the promise of the experience with the needs of the consumer.
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