ATLANTA — U.S. consumers want to hear from their automakers about connected services, safety recalls, warranties, insurance discounts and other benefits, according to a new LexisNexis® Risk Solutions study, “The Driver’s Mindset: Connectivity and Connectedness,” published today. Insights from more than 2,000 U.S.-based connected car owners1 highlight the opportunities for automakers to further engage with their customers, create new and used vehicle brand loyalists, and realize the return on investment for connected vehicle technology.
“Our study shows that automakers are at a confluence. While automakers face increasing competitive pressure to offer the best vehicle ownership experience, and connectivity is mainstream in many aspects of consumers’ lives, there still seems to be lower consumer activation and conversion rates within connectivity programs, despite the benefits,” said Dave Nemtuda, head of OEM product, U.S. connected car, LexisNexis Risk Solutions. “The automotive industry can take action on these insights to improve the customer experience, educate consumers on the benefits of connected services and help achieve connectivity-related business objectives.”Connected Car Study Highlights:
“Now is the time for automakers to advance their customer journeys and develop a comprehensive customer experience strategy using the advanced data and analytics available today, or face losing to the competition in a challenging market,” said Greg Ross, connected car practice lead, motormindz. “Consumers are telling us they are open to the engagement that connectivity provides and, in many cases, they expect it. Automakers can differentiate themselves from other automakers by creating a unique and high-quality customer experience that engages new and subsequent owners throughout the vehicle lifecycle and educates consumers on how connected services can support their needs and busy lives.”
“One of the biggest takeaways is that by understanding their customers better, automakers can offer products and services at the right time, in a way that makes their customers feel valued and rewarded,” said Adam Hudson, vice president and general manager of connected car, LexisNexis Risk Solutions. “That ongoing customer connection can help automotive brands continue to innovate and expand their connected services programs while improving the user experience. Automakers with fully maximized connected capabilities are able to more quickly develop and deploy new services and partnerships, gaining a competitive advantage by leading the market and increasing profits.”
For more information, download the LexisNexis Risk Solutions Connected Car eBook or learn more about its suite of offerings for automakers.
About LexisNexis Risk Solutions
LexisNexis® Risk Solutions harnesses the power of data, sophisticated analytics platforms and technology solutions to provide insights that help businesses across multiple industries and governmental entities reduce risk and improve decisions to benefit people around the globe. Headquartered in metro Atlanta, Georgia, we have offices throughout the world and are part of RELX (LSE: REL/NYSE: RELX), a global provider of information-based analytics and decision tools for professional and business customers. For more information, please visit LexisNexis Risk Solutions and RELX.