1、From Customer Service to Customer Loyalty:How OEMs Are Redefining Customer Retention and Differentiation Through Value-Added ServicesSHORT STUDYForeword/IntroductionThe automotive industry is facing challenges that call for innovative approaches to customer service.The shift to electromobility and t

2、he increasing demand for digital services are reducing the need for traditional aftersales offerings and with them,associated revenues.At the same time longer charging times are raising new expectations for customer experience and creating demand for additional services during the charging process.R

3、ising personnel costs and the growing complexity of modern vehicles are increasing cost pressures,making automation and digitalization indispensable.Adding to this is the competition from rival manufacturers with innovative business models,further intensifying market dynamics.In particular,digital n

4、atives today expect connected vehicles and digital ecosystems that seamlessly integrate into their daily lives and enhance the driving experience.Study leadClemens KohlsaatCustomer EAuthorIsabel SeyerleCustomer EStudy leadStephan RnnerCustomer EAuthorFiona ZeugCustomer EAuthorRaisa PeterCustomer EAu

5、thors&Contacts 4Authors&Contacts Our short study highlights potential opportunities for the automotive industry to develop independent and successful profit centers in the future.Value-added services represent a potential first step in this direction and form an integral part of the companion ecosys

6、tem for OEMs.5Table of Contents3 Foreword/Introduction4 Authors&Contacts 6 Table of Contents&Figures8 Summary10 Approach and Demographics13 Analysis of Charging Infrastructure14 Hypothesis 1:Charging Lounges Enhance the Customer Experience and Improve Customer Retention During the Charging Process.1