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Visit A.T. Kearney to read the article.
““It is not the employer who pays the wages. Employers only handle the money. It is the customer who pays the wages.” In developing countries, these words by auto industry pioneer Henry Ford ring as true as ever for automotive companies. Competition is ramping up and customers are growing more experienced and demanding. To succeed in today’s market, you’ve got to make customers happy durisng the sales process—or else they’ll go find another automaker.”