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Expert Talk: OEMs reinvent CX wheel to engage with customers in times of Covid-19

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Author: Mr. Dimple Mehta – Head Customer Care – Domestic & International Business, Passenger Vehicle Business Unit, Tata Motors
As businesses warm up to the new norms of remote working and social distancing, it has become even more important for them to engage with their customers, understand their needs, and provide them with meaningful solutions. Given these new challenges and opportunities, customer service departments are assuming an increasingly central role in most industrial sectors, working hard to see how they can democratize strong customer experiences across all company sizes – right from industry giants and medium-sized companies to small businesses and start-ups. The auto sector is no exception as automotive manufacturers are sharpening their focus on strengthening their customer relations by delivering consistent services that indicate continuous improvement in their overall customer experience offerings. Interestingly, customer service has proven to be a vital component in helping automotive manufacturers build brand loyalty, backed by a strong emotional connection, among consumers. This connection is determined by the degree of overall positive feelings a customer has towards a brand, and the extent to which a customer relates and resonates with the brand’s key attributes.
IT’S NOT JUST ABOUT THE TRANSACTION
According to a 2018 study conducted by PWC, “86% of buyers are willing to pay more for a great customer experience.” With digital transformation and the evolution of automotive technology, customer service has become an integral aspect of automotive marketing strategies across the globe. Companies are now aiming towards increased personalization by indulging in efficient, simple and tailor-made dialogues with the customer. Adding to that, parameters such as hygiene, safety, and sanitization have become the primary determinants of ‘excellent quality’ service during the current COVID-19 era. Moreover, contactless service assisted by digital interventions has taken a front seat in terms of providing quality customer experience.

(ALWAYS) AT YOUR SERVICE
The nationwide lockdown has urged the automotive industry to depart from traditional methods and rejig their customer service offerings. Automakers are not only providing traditional maintenance services, but are also using customer service as a means to engage and stay connected with their consumers amidst the lockdown. Several OEMs have rolled out tips to take care of vehicles whilst at home and have extended the warranty and free service period for their users. Additionally, to keep up with safety and hygiene norms, companies have also taken a step forward by thoroughly sanitizing their vehicles and providing disposable covers for the interiors at the time of delivery.
Special customer service initiatives for frontline healthcare workers who are contributing to the fight against the pandemic have also been introduced as an added benefit. 24×7 breakdown assistance and special hotline numbers have been made available for doctors, police and essential service providers so they can continue to be of assistance without any hindrance.
Automotive OEMs are constantly communicating with their customers to encourage them to provide feedback on products and services. ‘Voice of Customer’ (VOC) plays a vital role in deploying and providing a more holistic experience to customers. VOC information helps companies make more informed decisions about product, marketing, and future service strategies. For example, having a complete view of customer feedback, complaints, and the overall sentiment would help a brand assess whether an issue in a product makes it serious enough for a recall, or whether the messaging for the upcoming marketing campaign should be adjusted to meet the evolving customer sentiment.
REDEFINING CUSTOMER SERVICE IN THE POST COVID ERA
As people adapt to the ‘new-normal’ as well as the norms of social distancing, public transport utility has decreased while the demand for personal mobility is expected to rise. This surge in demand for private vehicles is also expected to shine a spotlight on automotive service workshops, as customers will invest more time and money in regular vehicle maintenance to ensure the safety of their loved ones. Digital intervention will be leveraged and the industry will see a change in customer requirements for car maintenance and the automotive OEMs will have to accommodate to the same to move forward in the post COVID era.
The coronavirus pandemic will have a lasting impact on the state of the customer. The past few months have proved that the industry must not wait for a global crisis such as this one to prioritize customer experience and loyalty. No retailer can predict what the future holds and the key takeaway is that automotive brands should expand their core offerings and make it appealing for customers in times of crisis. Therefore, automakers will have to offer convenience and personalized add-on protection services that will provide their customers with reassurance, thereby labelling the manufacturer as ‘safe’ – now and in the future.

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Triumph Speed Triple 1200 RS: 2021 Triumph Speed Triple 1200 RS breaks cover, to launch on January 28

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NEW DELHI: Triumph Motorcycles India on revealed the upcoming 2021 Speed Triple 1200 RS. The motorcycle will be launched on January 28.
The Triumph Speed Triple 1200 RS is priced at £15,100 in the UK (on-road price) which converts to Rs 15.11 lakh and the Indian ex-showroom price could be somewhere close to this figure. In the global markets, the Triumph Speed Triple 1200 Rs takes on the likes of Yamaha MT-10 SP, BMW S 1000 R, Kawasaki Z H2 and KTM 1290 Super Duke R.
The 2021 Triumph Speed Triple 1200 RS is powered by a 1160cc engine making it the fastest Speed Triple ever. The engine which was developed by the automaker’s Moto2 team manages to deliver 180 PS of maximum power and a peak torque of 125 Nm. The new engine revs harder and maintains an extraordinary torque in the low and mid-range, which is a key character of a Speed Triple. The motorcycle also gets a free-breathing intake and exhaust which offer an all-new crisp sound.

The Speed Triple 1200 RS also earns its reputation of being the most agile Speed Triple yet offering top notch handling and precision. The Speed Triple 1200 RS is 10 kg lighter than the predecessors and tips at 198 kg (wet). The centralized chassis results in a narrower structure offering a more dominant and purposeful riding position.
The Triumph Speed Triple 1200 RS takes the riding experience to another level with track specification equipment like the Ohlins suspension, Metzeler Racetec RR tyres and Brembo Stylema brakes.

The Speed Triple 1200 RS also moves paces ahead in the technology front with features like optimized cornering ABS, switchable optimized cornering traction control, 5-inch TFT instrument cluster, 5 riding modes including an enhanced Track mode, Triumph Shift Assist quickshifter, full-LED lighting, keyless system and the My Triumph Connectivity System.
The Triumph Speed Triple 1200 RS also comes with a reduced overall cost of ownership with a 16,000 km service interval and 2 years unlimited mileage warranty.

The deliveries of the motorcycle will begin from the end of February.


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Tata Safari 2021 price: Tata Safari launched, bookings begin on February 4 |

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NEW DELHI: Tata Motors on Tuesday unveiled the all-new Safari, a 7-seater version Harrier, on Tuesday. The bookings will open on February 4.
The Tata Safari upon its launch in February will lock horns with the MG Hector Plus, upcoming Mahindra XUV500 and the upcoming 7-seater version of the Hyundai Creta. The 2021 Tata Safari is expected to range between Rs 16 lakh – Rs 24 lakh (ex-showroom, Delhi). Tata Safari will be offered in 6 variants- XE, XM, XT, XT+, XZ, XZ+.

The Tata Safari underpins the same platform as its not-so-little brother, the Tata Harrier. The Safari sits on the OMEGARC platform which has been derived from Land Rover’s D8 platform. This is a massive change as the Safari is now making its transition from ta body-on-frame chassis to a monocoque. The Tata Safari also adopts the same design language as the Harrier which is Impact 2.0.

The Tata Safari borrows the 2.0-litre Kryotec turbo-diesel engine from the Harrier that offers 170 PS of power and 350 Nm of torque. The transmission is also carried forward the 6-speed MT and the 6-speed AMT are offered as it is. The 3 existing drive modes are offered too- Eco, City and Sport. The SUV also gets ESP based drive modes- Normal, Tough and Wet.
The Tata Safari plans to stand apart from the Harrier and that has resulted in a completely different design behind the C-pillar. The 2021 Safari bids homage to the original model by sporting a similar quarter window at the back. The Safari inscription, stepped roof, refreshed rear profile with redesigned LED taillamps and a sleeker tailgate, and an upright rear section give the SUV a distinct character of its own.

On the inside, the Tata Safari flaunts an oyster white theme and ashwood accents, most notably on the dashboard. The Tata Safari boasts a stadium seating concept offering optimum comfort in all three rows and eliminating the claustrophobic effect usually seen in most 6- and 7-seaters in India. All seats including the 3rd-row offer best ergonomics for an adult occupant.

To enhance the in-cabin experience, the Tata Safari boasts iRA connected tech and becomes the third car in the portfolio to do so after Nexon and Altroz iTurbo.
In terms of dimensions, the Safari is bigger than the Harrier, precisely 63mm longer and 80mm taller. The increase in the dimensions clearly reflects in the third row. With a pushed back A-pillar, enhanced architecture and proportions, the 3rd-row seats will not have to be treated like emergency seats but will offer optimum comfort to any and every occupant.
The Tata Safari also gets an optional 6-seater arrangement with 2 captain seats in the middle row. With this feature, the Safari is directly locking horns with the MG Hector Plus. The 9-modes of seating configuration also take the competition to another level.
The 2021 Tata Safari also carries forward the same standard of safety like the rest of the automaker’s portfolio. The SUV’s structure has excessive 6-airbags, ESP, all-disc brakes, auto IRVM, cornering assist, electric parking brake, hill hold control and hill descent control. The standard safety features across variants are dual airbags, ESP, projector headlamps and all-disc brakes.


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tata safari: Tata Safari unveiled, bookings begin on February 4

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NEW DELHI: Tata Motors on Tuesday unveiled the all-new Safari, a 7-seater version Harrier, on Tuesday. The bookings will open on February 4.
The Tata Safari upon its launch in February will lock horns with the MG Hector Plus, upcoming Mahindra XUV500 and the upcoming 7-seater version of the Hyundai Creta. The 2021 Tata Safari is expected to range between Rs 16 lakh – Rs 24 lakh (ex-showroom, Delhi). Tata Safari will be offered in 6 variants- XE, XM, XT, XT+, XZ, XZ+.

The Tata Safari underpins the same platform as its not-so-little brother, the Tata Harrier. The Safari sits on the OMEGARC platform which has been derived from Land Rover’s D8 platform. This is a massive change as the Safari is now making its transition from ta body-on-frame chassis to a monocoque. The Tata Safari also adopts the same design language as the Harrier which is Impact 2.0.

The Tata Safari borrows the 2.0-litre Kryotec turbo-diesel engine from the Harrier that offers 170 PS of power and 350 Nm of torque. The transmission is also carried forward the 6-speed MT and the 6-speed AMT are offered as it is. The 3 existing drive modes are offered too- Eco, City and Sport. The SUV also gets ESP based drive modes- Normal, Tough and Wet.
The Tata Safari plans to stand apart from the Harrier and that has resulted in a completely different design behind the C-pillar. The 2021 Safari bids homage to the original model by sporting a similar quarter window at the back. The Safari inscription, stepped roof, refreshed rear profile with redesigned LED taillamps and a sleeker tailgate, and an upright rear section give the SUV a distinct character of its own.

On the inside, the Tata Safari flaunts an oyster white theme and ashwood accents, most notably on the dashboard. The Tata Safari boasts a stadium seating concept offering optimum comfort in all three rows and eliminating the claustrophobic effect usually seen in most 6- and 7-seaters in India. All seats including the 3rd-row offer best ergonomics for an adult occupant.

To enhance the in-cabin experience, the Tata Safari boasts iRA connected tech and becomes the third car in the portfolio to do so after Nexon and Altroz iTurbo.
In terms of dimensions, the Safari is bigger than the Harrier, precisely 63mm longer and 80mm taller. The increase in the dimensions clearly reflects in the third row. With a pushed back A-pillar, enhanced architecture and proportions, the 3rd-row seats will not have to be treated like emergency seats but will offer optimum comfort to any and every occupant.

The Tata Safari also gets an optional 6-seater arrangement with 2 captain seats in the middle row. With this feature, the Safari is directly locking horns with the MG Hector Plus. The 9-modes of seating configuration also take the competition to another level.
The 2021 Tata Safari also carries forward the same standard of safety like the rest of the automaker’s portfolio. The SUV’s structure has excessive 6-airbags, ESP, all-disc brakes, auto IRVM, cornering assist, electric parking brake, hill hold control and hill descent control. The standard safety features across variants are dual airbags, ESP, projector headlamps and all-disc brakes.


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