Sanjiv Yajnik, Thawj Tswj Hwm ntawm Kev Pab Nyiaj Txiag ntawm Capital One
Yees duab: Capital One
Cov neeg siv khoom thiab tsheb muag nyob rau ntawm qhov sib txawv wavelengths nyob rau hauv ob peb txoj kev tseem ceeb uas cuam tshuam rau cov neeg siv khoom, raws li kev tshawb fawb los ntawm capital ib, ib tug loj bank-based auto lender.
Rau ib qho, cov tswv lag luam tuaj yeem kwv yees kwv yees ntau npaum li cas tham txog Asmeskas tau lub caij txom nyem yog rattling cov neeg siv khoom, hais tias Sanjiv Yajnik, Thawj Tswj Hwm ntawm Kev Pab Nyiaj Txiag ntawm Capital One.
Rau lwm tus, cov neeg muag khoom feem ntau tshaj tawm tias cov txheej txheem kev yuav khoom yog "pob tshab heev", thaum tsuas yog nyob ib ncig ntawm 1-hauv-5 cov neeg siv khoom pom zoo.
Yajnik hais tias "Raws li cov tswv lag luam mus txog xyoo 2023, cov tswv lag luam feem ntau xav tias nws yuav yog xyoo zoo," Yajnik hais hauv kev sib tham hauv xov tooj.
"Lawv nyuam qhuav tawm xyoo zoo, hauv 2022, thiab hauv 2021. Cov khoom muag muaj tsawg. Nyiaj tau zoo yog qhov zoo tshaj plaws uas lawv tau muaj nyob rau hauv ntau, ntau, ntau xyoo. Saib ntawm 2023, cov tswv lag luam xav tias nws yuav yog xyoo zoo, "nws hais.
Yajnik hais tias "Tus neeg siv khoom, ntawm qhov tod tes, tsis xav tias zoo heev,"
Raws li kev soj ntsuam txhua xyoo ntawm ob tus neeg siv khoom thiab cov neeg muag tsheb, 84% ntawm cov neeg teb cov lus nug hais tias nws yog "lub sijhawm zoo los yuav tsheb." Tsuas yog 33% ntawm cov neeg siv khoom hais tib yam, thiab 47% hais tias nws tsis yog lub sijhawm "tsis zoo".
Cov neeg teb xov tooj suav nrog ntau dua 2,000 cov neeg siv khoom uas nyuam qhuav yuav lossis tab tom xav yuav tsheb. Nyob ib ncig ntawm 400 Asmeskas cov tswv lag luam teb rau qhov kev tshawb fawb, Capital One tau hais. Qhov kev tshawb fawb tau teb rau lub Kaum Hlis 2022.
Zoo li cov lus nug ntawm seb nws puas yog lub sijhawm zoo los yuav, cov neeg muag khoom thiab cov neeg siv khoom sib cais ntawm qhov kev txiav txim siab ntawm kev yuav khoom yog li cas. Ntawm cov neeg muag khoom, 68% tau hais tias cov txheej txheem yuav tsheb yog "pob tshab heev" thiab 21% ntawm cov neeg siv khoom.
Ib feem loj ntawm qhov teeb meem yog feem ntau hauv online, tus neeg thib peb qhov kev kwv yees kev them nyiaj tsis raug, Yajnik hais tias, yog li cov neeg siv khoom tuaj rau hauv kev lag luam nrog qhov tsis muaj tseeb ntawm qhov lawv tuaj yeem them taus.
Cov cuab yeej ua lag luam e-lag luam raug yog qhov kev daws teeb meem, Yajnik hais. Capital One yog ib qho kev lag luam thaum ntxov hauv kev lag luam hauv online rau kev pib nyiaj txiag, kev lag luam uas tau qeeb los txais yuav e-lag luam, piv nrog rau lwm cov lag luam muag khoom. Lub txhab nyiaj hais tias nws lub npe hu ua Navigator Platform tsim "penny-zoo meej" kev kwv yees them nyiaj txhua hli.
Hauv webinar txhawb nqa los ntawm Capital One, tus tswv lag luam Drew Tutton tau hais tias cov neeg siv khoom poob kev ntseeg hauv ib tus neeg muag khoom thaum lawv tau hais txog qhov sib txawv ntawm qhov lawv xav tau.
Tutton yog tus thawj coj ntawm Voyles Automotive hauv Metro Atlanta, uas muaj plaub lub chaw muag khoom, thiab tus tswv thiab tus thawj tswj hwm ntawm Tutton Group, suav nrog Tutton Chrysler-Dodge-Jeep-Ram, ntxiv rau peb lub tsheb ua si ua si.
“Peb yuav kwv yees tias qhov nyiaj them yuav yog dab tsi. Cov neeg siv khoom yuav kwv yees, raws li lawv cov qhab nia credit. Qhov ntawd tsim ntau qhov tsis pom kev. Tus neeg siv khoom nrog 700 tus qhab nia credit, hais tias, yuav pom tias tus paj laum ntau dua li qhov lawv xav tau, "Tutton tau hais. Qhov qhab nia 700 feem ntau yuav suav tias yog tus neeg siv khoom pheej hmoo.
Yajnik hais tias cov tswv lag luam yuav tsum tau txais cov cuab yeej digital kom raug thiab hloov tshiab kom yeej kev ntseeg siab thiab ua kom pom tseeb.
"Cov tswv lag luam yuav tsum ua kom dhia yog tias lawv xav ua tiav," nws hais. "Lub 'dhia' ua, tsis yog taw tes, tab sis tiag tiag los puag cov khoom lag luam digital nrog rau yam lawv muaj hauv khw."
Tau qhov twg los: https://www.forbes.com/sites/jimhenry/2023/01/27/auto-dealers-and-customers-see-things-differently-done-right-online-commerce-can-help/