187: Jacqueline Jasionowski, Improving Customer Experience

Adam and Jeannie interview Jacqueline Jasionowski about how improving customer experience at BMW is breaking the car-buying mold and differentiating the brand. Improving customer experience to stay on top BMW has a long record of success as “The Ultimate Driving Machine.” But even they recognize that we’re in a paradigm shift when just having a great product isn’t enough to stay on top. “…everybody sees that the customer experience landscape is the battleground for customer loyalty,” says today’s guest, Jacqueline Jasionowski. And she has played a huge role in helping BMW differentiate their brand by improving customer experience. Focused more on sales that customer experience, the car-buying experience is typically very stressful and time-consuming. By focusing on the customer experience and weaving it into their culture and training, BMW has climbed the ranks as customer-focused automakers. They have brought relationship-building experience strategies down to the store level where it makes the most impact. With Jacqueline’s help, BMW has broken the car-buying experience mold. That comes with great risks for any industry, but BMW has already taken a great deal of these risks for the sake of creating a scalable customer-centric experience. Today, Jacqueline shares great tips and insights for what has worked and what hasn’t so you can break your own industry’s experience mold with less risk. Whether you’re a high-end brand, a budget brand, or something in between… Improving customer experience on an ongoing basis is critical to surviving this paradigm shift. Listen in to hear how BMW is rocking it and how you can apply that to your business! Highlights from the interview: How does BMW discover what matters most to their customers? [3:30] Learn how BMW achieved a 24 point increase in satisfaction with the sales experience. [6:20] Jacqueline weighs training on product against training on soft skills. [10:10] Hear how BMW measures customer experience standards against existing standards around the products [13:20] What’s wrong with the typical car-buying experience from the customer’s perspective, and how is BMW changing that? [17:00] How does BMW sales staff let customers know right away they’re in for a different kind of experience? [19:50] About our guest: Jacqueline Jasionowski brings creativity, passion and enthusiasm into every day as she continues her 15+ year career in Automotive. Responsible for driving programs to achieve a 24-point upward movement in Sales Satisfaction, as measured by JD Power in 2014, she combines storytelling and analytics to convey to her audience that embracing change is required to move forward. Jacqueline’s program development and main focus is to connect the mind and hearts of her dealers to create real and sustainable transformation for the benefit of the customer. Jacqueline led the all-new 2016 7 Series BMW Ultimate Benefits team to create program recognition around dealer implementation and customer benefits. Connect with Jacquelyn LinkedIn Related Content 360Connext® post, Six Ways to Improve Customer Experience Now Customers That Stick® post, Turn Your Customer Experience Inside Out Episode 094: Joseph Michelli, Becoming Customer-Obsessed Episode 177: The ROI of Customer Experience Sponsor message: Develop your customer experience mission Do you know how to deliver the superior customer experience you visualize? We can help your team become a force for positive change, starting with a customer-centric mission. The Customer Experience Investigators™ at 360Connext specialize in helping companies across industries and around the globe. Developing and internalizing unique and scalable customer-focused missions has been crucial to their success. Want to compete with the other 89% of companies staying afloat by providing better experiences? You need a compass for making astounding changes in the customer experience while breaking down the silos that are holding you back. We offer evaluations, workshops, and roadmaps to keep your wheels firmly planted on the road to a customer-centric future. Join us on our mission To Create Fewer Ruined Days for Customers™ today. Visit us at 360Connext.com.   Take care of yourself and take care of your customers. Learn more about your ad choices. Visit megaphone.fm/adchoices