We filmed an interview at the Classic Car Club to promote Capgemini’s Cars Online report. Given that the survey is about marques across the globe, it was the perfect location to film. The Classic Car Club enables its members to drive anything from vintage a Ford Mustang convertible to sturdy 60s Volvos.
Filming Cars Online Survey
We filmed with two cameras, which enabled us to cut between different takes more easily. It also gave us more time to film b-roll, since we could use two cameras at once. B-roll is the phrase used for the shots you cutaway to during an interview. In this case it was close ups of steering wheels, reflections on hub caps, the curves of the bonnet…
What is the survey?
Customer service in the automotive industry has evolved rapidly, but has not kept pace with customers’ changing expectations, or with digitisation of the product mix. Yet customer service is a crucial aspect of customer experience, and as such can strongly influence customer loyalty and hence profitability.
Establishing a personalised, individual dialogue with each customer promotes the right customer experience. This Cars Online Trend Study reveals specific needs and expectations on the part of customers that OEMs and dealers must address as they modernize
customer service. Specifically:
• Customers expect a fast response, but also a high quality of customer service
• Customers want to get in touch with automotive companies over a choice of channels
• Customers may appreciate being contacted proactively for customer services purposes, but only with the right message at the right time
• Customers are willing to share their personal data in return for a better customer service experience, but expect transparency on what the data is used for
• Customer expectations and preferences vary significantly between markets
