Rivian is changing both the market for electric vehicles (EVs) and the way people buy new cars.
Large companies that have been around for a long time sometimes own stores. This is what holds legacy automakers together. This kind of setup is very hard to change.
The most powerful disruptors are those who focus on finding answers, often in unique ways, instead of just pointing out the problem. The customer journey has shown why Rivian is the standard in the industry by being used to improve the human side of the car-buying process.
Rivian and other new companies that focus on digital-first can start over with their businesses and prioritize the customer experience. For example, think about the difference between how people want to be contacted by cars and how people have been getting from point A to point B since 1905.
Taking away all the hassles of getting a new car
When you buy a Rivian, you don’t just walk into a store or deal with a pushy salesperson. In addition to carefully following the customer journey and product experience, hearing what customers have to say along the way, and always filling in experience holes, they have thought of every problem that comes up when buying a new car.
All of this starts very early on in the buying process. Rivian could bring your brand-new car to your house so you can test drive it. Stay away from the closest store and wait in line to talk to a representative.
There needs to be a fancy online ordering system for making an order. Instead, you get helpful customer service from real people. They have had a lot of training on the product and are called Guides.
80% of people who have switched brands have done so because of a bad experience with a brand. Customers of Rivian goods are then given the direct phone number and email address of their personal Guide, which they can use to contact them at any time if they are having problems or have questions.
From the first time you drive to the last service, they treat you like an owner. They also make it easier by using digital tools to eliminate the problems and failures that come with buying a car.
I am getting rid of almost all of the problems that come with having a car
After you buy a new car, you won’t have to go to a shop for repairs because you can hire a mobile mechanic to come to your house.
Users can also get car insurance directly from Rivian for much less than from other companies, and they can use over 3,500 DC fast chargers without leaving the app on their phones.
Rivian’s amazing customer and product experiences are shaking up the car business. This is the way people want to own cars.
What does Rivian need to do next?
These life-changing events don’t happen by chance. Working with Qualtrics has made it possible to set up a full feedback loop that includes users, the HR team, and the product insights team. This loop gives programs new heights by giving them actionable CX and PX data.
Rivian is expanding its listening program with XM Discover. This will help the team understand how people feel about their goods and services wherever the people are speaking. Phone calls from customers and guides to social media and internet reviews. After getting this feedback, they share it with their VOC and Product Analytics teams. This sets up a continuous feedback loop with users that not only helps the team find problems with the product as it’s being built but also gives them the solutions they need.
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