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Why Tesla’s customer loyalty ratings beat Mercedes

Rob Enderle | Sept. 19, 2016
Columnist Rob Enderle writes that marketing isn’t about selling stuff anymore. It’s about selling experiences. A recent trip made it clear that Tesla gets this and Mercedes does not.

Tesla has aggressively instrumented its customers and engages with them more deeply than Mercedes, or any other company (though GM seems to be rapidly going in this direction), does. This is paying massive dividends and if the bigger older car companies don’t come up to speed quickly they may, like the old smartphone vendors did, wonder where their market has gone.

 

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