Crack The Customer Code

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