TTi Global Develops Learning Platforms to Enhance Customer Experience

The right learning platform can be the key for today's automotive dealerships to successfully navigate their customer's journey and win brand loyalty.

The product development team at TTi Global (a workforce development leader located in 23 countries) is encouraging automotive dealers to move beyond the classroom and into web-based training. To be successful in today’s competitive environment, automotive dealerships need to embrace the next evolution of learning, based on engagement, retention and performance tracking.

Kevin Phelps, Director, Global Business Development at TTi Global says, “Loyalty is now driven primarily by a company's interaction with its customers and how well it delivers on their wants and needs. Dealers need a relevant learning platform that guides the buyers experience through the entire relationship."

From the moment the customer first clicks on the brand’s website or walks into the dealer’s showroom, a company's ability to deliver an experience that sets it apart in the eyes of its customers will increase the amount of consumer spending with the company and inspire loyalty to its brand.

Phelps also says, “It is important to recognize that most customers make their purchase decision before they come into the dealership. Today, customers may know more about the vehicle than the staff. The real challenge becomes reinforcing the customer's decision. Customers are seeking a solution to their problem rather than being "sold” a vehicle. If you have to sell, you have already lost them. They are looking to be reassured that they have made a smart decision.”

The tools for managing a great customer experience are strategy, customer understanding, design, measurement, governance and culture. Successful learning at the dealer level, not only addresses technical skill, but focuses on how the entire organization will interact with the customers.

Muthuraman R, Senior Manager, Products and Services at TTi Global says, "Well-designed learning results in the successful navigation of the customer’s journey through a variety of touch-points. The learning platform must be metric driven to improve individual performance. Learning will happen with relevant content and appropriate media. Each dealer is unique, however, if the provider of the learning platform is given sufficient access to the data, they can design a relevant platform that will deliver the desired results."

About TTi Global

TTi Global provides staffing, learning, research and consulting solutions to industries across various sectors with automotive as a core focus. TTi Global oversees operations on five continents with offices spanning the globe including; Australia, Brazil, Canada, Chile, China, India, Japan, Mexico, Peru, South Africa, Thailand, Venezuela, U.K. and most recently Afghanistan. 

With a staff of over 2000 employees in international operations, they offer a range of services, tailor-made to drive business goals, including business consulting, research, staffing, workforce development and learning solutions. TTi Global world headquarters are located in Rochester Hills, Michigan.

Source: TTi Global


Categories: Human Resources, Staffing, Online Training and Educational Solutions

Tags: e-learning, learning, learning preferences, learning technology, methodologies, training