Nissan Transforming Middle East Customer Experience
Nissan Middle East is transforming the customer journey for vehicle owners across the region, with innovative digital solutions delivering improved services and increasing levels of customer satisfaction and engagement.
The suite of digital options now available, optimized in line with customer feedback, has resulted in increased levels of customer engagement on Nissan’s web platforms across the Middle East, with a 36 per cent increase in session duration year-on-year in 2022. This heightened online engagement has led to digital sales leads doubling across the region.
Thierry Sabbagh, President, Nissan Saudi Arabia, INFINITI Middle East and Managing Director, Nissan Middle East, said: “Customer-centricity has always been a cornerstone of our operations at Nissan Middle East. We are constantly looking at how we can enhance the experience of our customers from when they first interact with us and long after they purchase our products. With our sustained focus on innovation and offering convenience at every part of the customer journey, we are confident in our ability to build and sustain long-term, trusted relationships with our customers in the region.”
Nissan continues to assess customer satisfaction through digital surveys – covering multiple touchpoints including overall purchase or service journey, handover experience, quality and ease of service and transparency of information. The feedback from these surveys have enabled the brand to offer tailormade solutions to customers in real-time, while also building into wider customer-centric initiatives rolled out in the region.
Enhancing the customer experience, from presales to aftersales care, for Nissan owners in the Middle East has been supported by multiple digital solutions introduced even before the onset of the Covid-19 pandemic.
In addition to the rollout of the digital feedback platform, Nissan launched Shop@Home and Nissan Service to provide customers with an intuitive solution that allows more flexibility to make purchases and select a service schedule tailored to their requirements. Nissan’s Shop@Home service provides users with a full virtual showroom experience, providing a 360-degree online tour around dealerships to discover vehicles with the option to buy.
Aimed at transforming the aftersales journey of customers, Nissan Service was launched earlier this year, providing an innovative seamless aftersales customer experience across online and offline channels. It features a charter of eight promises encompassing various touchpoints during the customer journey – including transparent pricing models and the use of genuine Nissan parts – with convenient digitalized options for customers such as online booking, express service and pick-up/ drop-off services to streamline the process. The digitalization of customer services is being developed in close collaboration with Nissan’s partner network across the Middle East.