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Visit Accenture latest thinking to read the report.
“Technology exists now to make the discomfort of aftersales service experience disappear, rendering it invisible to the driver. Yet dealers spend significantly more on the lower margin end of the customer spectrum: car sales.
In our recent study, it’s clear that invisible service—frictionless aftersales driven by digital—is something drivers are willing to pay for. OEMs and aftermarket players need to get into the driver’s seat to overhaul aftersales, or risk being left behind.”