On December 14th, jaguar Land Rover After-sales Service Media Experience Day with the theme of "Heart Service, New Value" was officially launched in Shenzhen. This year, Jaguar Land Rover launched a new and upgraded service experience guided by "heart service, new value", and is committed to continuously creating a "heart service" of quality, professionalism and digital upgrading, thereby empowering customer experience and creating "new value" for customers.
Recently, in the newly released 2021 J.D. Power China Automotive Aftermarket Satisfaction Study SM (CSI), the Land Rover brand once again achieved the second place in the luxury car segment. Winning this award for three consecutive years reflects Jaguar Land Rover's adherence to the global business philosophy of "customer first", and promotes customer experience innovation with the times on the basis of a solid after-sales service system.
Mr Richard Shore, President of Jaguar Land Rover China and Chery Jaguar Land Rover Joint Marketing Sales and Service Organization, said: "As part of Jaguar Land Rover's corporate DNA, 'customer first' is integrated into all aspects of business development, from engineering, procurement, manufacturing to retail, providing our customers with products and services throughout the life cycle. In China, relying on the unique British charm of Jaguar and Land Rover dual brands, Jaguar Land Rover continues to upgrade its service system strength, through digital empowerment, to achieve a diversified upgrade of online and offline customer service experience, to create new value for our customers in car life. ”
Consolidate the cornerstone of quality and professionalism, and look forward to the trend of digital services
In order to bring users a better service experience, Jaguar Land Rover always adheres to the cornerstone of quality and professional after-sales service, from the selection of personalized accessories after the delivery of the new car, to the maintenance during the car, the maintenance after the insurance, the extended warranty after the insurance, the free maintenance oil fed back to the old owner, etc., Jaguar Land Rover provides the owner with the best quality after-sales products and professional guarantee after-sales service during the entire life cycle of the car, and cares for the customer's car worry-free.
In terms of creating high-quality after-sales service, Jaguar Land Rover has timely understood the changes in customer needs based on customer research, and this year it has again achieved optimization and improvement in service appointments, service facilities, reception and diagnosis, and service teams, further improving reception efficiency and reducing customer waiting time. At the same time, Jaguar Land Rover has a perfect training system and a strict job certification mechanism, and has trained a large number of elite technicians and after-sales service personnel. With sufficient talent reserves, it ensures that dealers across the country can consistently provide quality services to customers.
In response to the individual needs of Chinese customers for high-quality vehicle accessories, Jaguar Land Rover provides personalized hardcover accessories, for example, the new Land Rover Defender has up to 170 accessories, including folding roof ladders, external expansion luggage, etc., to meet the different functional and individual needs of customers, at the same time, all personalized hardcover accessories adhere to global unified standards, not only developed simultaneously with the vehicle, but also undergone rigorous reliability tests.
In order to better adapt to the needs of Chinese car owners for digital experience, Jaguar Land Rover has continuously updated and optimized digital tools to make customer service more humane. As a demonstration case of Internet enterprises, MCT intelligent service reminder helps dealers provide accurate and personalized vehicle maintenance reminders for car owners by establishing data models covering different car ages, models, regions, car habits and other factors.
This year, the EVA2 system officially launched on the Domestic models such as the Range Rover Evoque L, Jaguar XEL and XFL, as well as the Range Rover Star Pulse, Discovery and Jaguar F-PACE, optimized the infotainment system and vehicle driving control performance, greatly improved the adaptive cruise and road maintenance algorithms of automatic driving, so that customers can always maintain the best performance of the vehicle without entering the store, and obtain the best driving experience.
In addition, Jaguar Land Rover is also guided by the "customer clock", based on the goal of saving customer time, to build a technical diagnosis and dealer support process, including the application of the new generation of vehicle diagnostic system NEW TOPIx, based on the cloud architecture to enable real-time interaction of vehicle diagnostic information with the cloud platform, combined with guiding diagnosis, accessories supply chain guarantee "next-day delivery" service, etc., to fully protect the customer clock.
"Two-line" upgrades go hand in hand to create a value upgrade for the customer experience
Based on the "heart service", Jaguar Land Rover also creates "new value" for customers through the continuous upgrading of online and offline services. This year, based on the further enhancement of the jaguar + APP and Land Rover + APP, Jaguar Land Rover has created a transparent and worry-free service for customers in online scenes, customers can make an appointment to pick up and deliver the car with one click, combined with the functions of handheld workshop, work order confirmation, online payment and service evaluation, etc., you can complete the maintenance and repair of your car without leaving home, and enjoy a worry-free experience. For Jaguar Land Rover, the peace of mind experience of customers in the online scene further improves the service closed loop and realizes that the voice of customers can be truly heard at every link, thus depicting a more nuanced picture of market demand and accumulating valuable data models for each upgrade iteration.
Mr. Ma Zhenshan, Executive Vice President of Jaguar Land Rover China and Chery Jaguar Land Rover Joint Marketing Sales and Service Organization, said, "Jaguar Land Rover has always put consumers at the core, listening to and anticipating customer demand trends, so as to create more forward-looking products and services. In terms of after-sales service, Jaguar Land Rover also pursues excellence, targeting the localization needs of Chinese users, impressing our current and future consumers with the leading nature of brand building, advanced in products and manufacturing, and superiority in service system. ”
The "new value" emphasized by Jaguar Land Rover is not only limited to the optimization of the service system and online experience, but also emphasizes the high degree of adaptation of differentiation and personalization, which is also the four core customer experience requirements defined by Jaguar Land Rover on the basis of in-depth insight into the owner: "superior exclusive, always pay attention, personalized customization and thoughtfulness", including prioritizing the time expected by the owner for the service appointment, exclusive service consultant reception, personalized customized car maintenance program, etc., which increases the intuitive perception of the customer's luxury brand service experience.
In addition, Jaguar Land Rover encourages dealers around the world to combine the needs of local car owners to create a full range of intimate services such as car owners' heart-warming afternoon tea, ladies' preferential treatment, owners' lounges and car owners' classes, so that customers can truly enjoy the comfortable experience and exclusive care at home.
Customer first, the Land Rover brand achieves another great result
Over the years, Jaguar Land Rover has continuously promoted the improvement of customer service experience and user satisfaction through continuous business optimization and deep cultivation in the service field. This year, the Land Rover brand won the second place in the luxury car market of J.D. Power China's automotive after-sales service satisfaction study for three consecutive years, which not only once again reflects the continuous implementation of the "customer first" global core business philosophy in the Chinese market, but also means that the excellent after-sales service has won the recognition and trust of consumers.
Compared with last year, the J.D. Power after-sales service satisfaction research model mainly measures after-sales service satisfaction from six aspects: service reservation, reception and diagnosis, dealer facilities, service value, service team and service quality. Land Rover's rich digital intelligent services, reliable imported spare parts support capabilities, high-quality and efficient maintenance details, and sincere user demand response and honest service have helped Land Rover to win the second place, and the gap with the first place has narrowed year by year, and has further narrowed to 2 points this year.
In the 11 years since entering China, Jaguar Land Rover has won the trust and recognition of millions of Chinese customers. Facing the future, Jaguar Land Rover will continue to practice the global core business philosophy of "customer first", is committed to consolidating the foundation, strengthening management, and continues to create a "heart service" empowered by "quality and professionalism" as the cornerstone and digital upgrading through special improvement, to further create "new value" for customers, and is committed to providing a full life cycle exclusive experience.
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