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Bob Welby on the Importance of Being Known As a Customer
Manage episode 365332717 series 3476006
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Bob Welby is the Senior Director of Sales, Marketing, Product and Customer Operations of INFINITI Motor Company Ltd.
Key takeaways:
- The luxury automotive industry is facing challenges, such as the increasing demand for EVs and the need to provide a superior customer experience.
- Luxury brands differentiate themselves through the overall experience they offer, not just the product itself.
- Infiniti is focusing on enhancing the digital retail experience and ensuring a seamless transition from online to offline interactions with customers.
- The ownership experience is crucial, and Infiniti is working on initiatives like service valet and including maintenance to provide convenience and reduce friction for customers.
- Infiniti aims to balance the transition to EVs with the current market demand for traditional vehicles and hybrid models.
- The brand emphasizes its commitment to technology and design, aiming to offer the best in both ICE engines and EVs.
- The luxury experience is about knowing and being known, understanding the customers' preferences, and providing personalized offerings and care.
During Automotive Retail USA 2023 in Las Vegas, Paul J Daly and Kyle Mountsier interviewed dealers, OEM representatives, industry partners and more, looking to make the most innovative voices in retail automotive louder.
This is Amplify, the retail automotive podcast by Reuters Events and ASOTU.
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