The document outlines plans for a new vehicle retailer called L2 that aims to transform the customer experience. The key aspects of the L2 concept include focusing on listening to customers, advocating for customers rather than opponents, developing a new company culture and hiring model, designing transparent and intuitive facilities, partnering with a select number of lenders, and implementing a paperless IT solution to enhance the customer experience. The long term goal for L2 is to become the preeminent vehicle retailer in the US through this new customer-centric approach.
13. Listening L2 Concept Overview How important is each aspect of the buying experience? 1 is not at all; 5 is extremely important
14. Listening L2 Concept Overview How satisfied were you with the dealership from which you purchased your last vehicle? 1 is not at all; 5 is extremely satisfied
