The document discusses the findings from a study of the automotive customer experience around the world. It was found that the customer experience is generally poor across all brands and countries due to the industry being focused on sales volumes rather than customers. Adopting a customer-centric approach and moving away from a sales volume focus could help the industry improve sustainability and success, especially in competitive markets. The author proposes the World Shopper Conference to help the automotive industry shift to a more customer-centric model through innovative training for industry professionals.

1. © 2011 Jotoliveira, Lda. All rights reserved. Be part of automotive future.

2. After 18 years totally dedicated to Automotive Mystery Shopping… © 2011 Jotoliveira, Lda. All rights reserved.

3. After 18 years studying the Customer Experience in car Showrooms and Workshops… © 2011 Jotoliveira, Lda. All rights reserved.

4. We do not see ANY radical improvement! © 2011 Jotoliveira, Lda. All rights reserved.

5. But our Customers were still asking for SOLUTIONS … © 2011 Jotoliveira, Lda. All rights reserved.

6. So we… Went to travel ! © 2011 Jotoliveira, Lda. All rights reserved.

7. Traveling opens minds and nourishes creativity ! © 2011 Jotoliveira, Lda. All rights reserved.

8. Our task was to test new car buying experience around the world. © 2011 Jotoliveira, Lda. All rights reserved.

9. London – Mini, Volvo Geneva – Smart Düsseldorf – Mercedes-Benz Singapore – Audi, Kia, Mitsubishi Shanghai – Mercedes-Benz, Porsche. Brussels – Seat, BMW. Bilbao – Nissan, Dacia. Paris – Renault. São Paulo – Chevrolet, Mitsubishi, Citroen. © 2011 Jotoliveira, Lda. All rights reserved. ®

10. Our aim was to find new ideas to improve car buying experience. © 2011 Jotoliveira, Lda. All rights reserved.

11. We found few ideas but we made a big finding ! © 2011 Jotoliveira, Lda. All rights reserved.

12. Automotive Customer Experience is generally poor everywhere ! © 2011 Jotoliveira, Lda. All rights reserved.

13. Automotive Customer Experience is generally poor in all car brands ! © 2011 Jotoliveira, Lda. All rights reserved.

14. It doesn’t matter how the market is behaving: growing or struggling … © 2011 Jotoliveira, Lda. All rights reserved.

15. Automotive Customer Experience is generally poor because this is not a Customer-Centric industry. © 2011 Jotoliveira, Lda. All rights reserved.

16. Being a Volume-focused industry is killing its sustainability… © 2011 Jotoliveira, Lda. All rights reserved.

17. Where demand still commands, the industry grows… © 2011 Jotoliveira, Lda. All rights reserved.

18. Where competition is king, the industry launches a deadly price war and looks for state incentives to survive. © 2011 Jotoliveira, Lda. All rights reserved.

19. Where competition is king, the industry launches a deadly price war and looks for state incentives to survive. © 2011 Jotoliveira, Lda. All rights reserved. If automotive becomes a Customer-centric business it will succeed everywhere, through innovation.

20. Where competition is king, the industry launches a deadly price war and looks for state incentives to survive. © 2011 Jotoliveira, Lda. All rights reserved. Building a Customer-centric car business is not a matter of training just a small part of the network.

21. Where competition is king, the industry launches a deadly price war and looks for state incentives to survive. © 2011 Jotoliveira, Lda. All rights reserved. Building a Customer-centric car business is not a matter of using conventional training.

22. Where competition is king, the industry launches a deadly price war and looks for state incentives to survive. © 2011 Jotoliveira, Lda. All rights reserved. Is an out-of-the box event for all automotive professionals.

23. © 2011 Jotoliveira, Lda. All rights reserved. Yearly we inject creativity in an industry that is more focused in “today’s numbers” than in building its future.

24. Where competition is king, the industry launches a deadly price war and looks for state incentives to survive. © 2011 Jotoliveira, Lda. All rights reserved. Is helping automotive to adopt a Customer-centric attitude.

25. Where competition is king, the industry launches a deadly price war and looks for state incentives to survive. © 2011 Jotoliveira, Lda. All rights reserved. Is contributing to a more sustainable car business.

26. Where competition is king, the industry launches a deadly price war and looks for state incentives to survive. © 2011 Jotoliveira, Lda. All rights reserved. Is an innovative concept that answers to one of the most dramatic needs of today’s car business.

27. Where competition is king, the industry launches a deadly price war and looks for state incentives to survive. Automotive professionals are desperately looking for solutions. So they will attend! (20 OEMs, 3 Retail groups confirmed)

28. Where competition is king, the industry launches a deadly price war and looks for state incentives to survive. Be part of automotive future. Be a sponsor.

29. Where competition is king, the industry launches a deadly price war and looks for state incentives to survive. World Shopper® Conference 2011 6 de Maio Auditório do Museu do Oriente Avenida Brasília, Doca de Alcântara (Norte) 1350-352 Lisboa Portugal .