Continuing on its journey towards the next generation of mobility, ZF Aftermarket explains how advancing technology, price transparency and rising online purchasing power are changing the face of the aftermarket and driving an increase in customer demand and expectation.
ZF Aftermarket brand TRW has directed the next phase of its ‘True Originals’ multi media campaign at the workshops.
The launch of a new online hub showcases innovative global workshops, provides a useful resource and features recent studies highlighting the staggering effect that poor customer service can have on business.
Martyn Houghton, ZF Aftermarket UK general sales manager, said: “Increasing technology and purchasing power driven by online sales mean that the global customer expects its demands to be met 24/7.
“Anything less is no longer acceptable and you will lose business.
“If the customer doesn’t get what they want, when they want it, in the right way and at the right price – they will go elsewhere.
“And once they have gone, statistics show that they won’t return.”
Losses can be offset by opportunities in investment
An annual increase in shared-mobility maintenance costs will benefit the aftermarket, but may be offset by fewer vehicles on the road.
Less wear and tear parts mean maintenance costs for electric vehicles could be 40 per cent lower than for conventionally powered vehicles, but ZF claim these losses can be offset by opportunities in investment in skill sets and offerings which match the growing call for sustainability.
By 2030 cars will recommend location servicing and 58 per cent of global customers would obey posing a significant threat.
In addition, crash repair spend on autonomous vehicles (AV) is expected to be low.
Figures show that 9/10 of the largest European IAM distributors have been involved with mergers and acquisitions and consolidation over the past five years.
“This all means that to maximise the opportunities of the next –generation aftermarket, workshops need to look at their business models, attitude towards customer service and access to their services,” Martyn explains.
“They need to adapt; investing in recruiting, training and equipment to cope with increasing complexity.
“On the customer-facing side, they should invest in enabling a digital customer journey and, at the same time, consider their customer service offer from the grass roots level up; finding ways to clearly position them versus competing networks.
“They need to create a unique customer experience, to attract and keep both customers and skilled employees.”
The next phase of TRW’s popular ‘True Originals’ campaign is aimed at the workshops and will comprise of four parts, focusing on: customer service, digital marketing, sourcing parts and business success.
For more information, follow the ‘more details’ link below.