The New Age of Customer Experience
Customer Experience for Millenials

45% of the future potential car buyers will be millenials by 2025. The car industry therefore has to prepare for a generation that requires integrated mobility. That means that especially aftersales services has to be more seamless than ever – and faster. While we spend approximately 15 hours with the purchase process of a car, it takes us around 50 hours to deal with service and maintenance checks afterwards. Thus, the automobile industry needs to react early to build customer experiences that meet the needs of Millenials. McKinsey illustrates how this could look like in future.

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By McKinsey & Company

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