Most companies sell products, but very few sell experiences along with them. And one such company is Tesla. Everyone involved with the company, right from its employees to its customers, are genuinely interested in together keeping up Tesla’s name. But what makes all these parties, so invested in the company’s success? The answer to this is the customer experience. Let’s see at what Tesla does right, to keep it going?
1. Loyal Customers are created by good experiences
Right from when the car-buying process in initiated, customers feel the difference while purchasing tesla cars. The company isn’t really pushy and wants every customer of theirs to relish and remember the entire process for good. Infact, a whopping 80% of customers buy or rent another tesla for their second car, and some even wait for years to get their 3rd Tesla car.
2. Honesty and Transparency
When a company is honest about any issue related to the company with its customers, the customers are readily accepting about them too.
An example on this is, when customers saw backlogs of Model 3’s lying idle at assembly plants, instead of being delivered to them after a particularly long wait. On being informed of the challenges that the company was facing, sometimes directly from Elon Musk, customers were willing to accept the situation about the company’s shortcomings and Tesla too took necessary steps to overcome them.
3. Owning the customer experience process
While most automobile companies place the customer experience process in the hands of a third party, Tesla, does everything in-house. Right from producing a car to selling it and even beyond, every process is Tesla-owned.
This ensures there is control in delivering the message and managing customer relationships along with ensuring consistency.
4. Acting on feedback
As much as Tesla in involved in competition, it puts in a lot of effort in constantly improving itself. And a clear way to do so, is by acting on customer feedback. There are many changes that the company makes, which go a long way in ensuring customer satisfaction. Fore example, 80% of the repairs done outside a service centre, updating softwares, car issue replacements, updating etc.
5. Strong digital presence
Today, social media plays a major role in influencing buying decisions. Tesla, with its strong digital presence helps people to keep themselves up with the ongoing brand journey. Instead of being pushed, customers make their own choices, with all the feed and info on social media
6. A specific mission
Tesla’s mission is specific, “accelerate the world’s transition to sustainable energy”. This mission statement would want people to be a part of the brands journey. And one can see the efforts put by Tesla in achieving the same, be it for customers or even employees.
