Honda Malaysia’s Business Operations from 1st to 14th June 2021 Statement date: 1st June 2021
In compliance with the implementation of the total lockdown announced by the Government of Malaysia due to the alarming rise in COVID-19 cases, Honda Malaysia will close our business operations temporarily from 1st to 14th June 2021 to support Government’s effort to curb the spread of COVID-19. The business operations involved comprise Honda Malaysia’s plant in Pegoh (Melaka), sales office and dealer showrooms nationwide.
Honda Malaysia will resume business operations tentatively on 15th June 2021.
Honda Malaysia will continue to serve customers through our after-sales services which are available at all dealerships nationwide. Honda Malaysia encourages our customers to download the HondaTouch application for faster and simpler after-sales services appointment process before coming to the dealerships and to avoid long waiting time. Walk-ins are not allowed and it is compulsory for customers to make appointments with their nearest dealers (within 10km radius from their homes) to ensure acceptance of their car for service. The after-sales services available are preventive maintenance, Body and Paint (BP) and towing assistance.
All Honda dealerships will continue to strictly adhere to the Standard Operating Procedures (SOPs) for the safety of Honda customers and associates as well as to provide customers peace of mind when visiting the dealerships. The Company believes “Together As One”, Malaysians can overcome the pandemic for brighter days ahead. We would like to apologise for any inconvenience caused during this time.
It’s time to face the facts; buying a new car isn’t something
people do on a whim. It’s an important decision made on a big-ticket item that
could potentially last for years, and customers are understandably concerned
about getting it right. In fact, research has shown that car purchasing
decisions can be influenced by up to 900 different touchpoints!
Plus, we haven’t even explored how the expansion of the digital
medium can influence and affect the overall customer journey, with review sites
and personal experiences dominating the Internet and leaving potential buyers
with more information than ever.
Still, this is part of a broader pattern of shifting automotive
industry trends, where millennials are the biggest driving force and
demographic in terms of car purchases for the foreseeable future. Adapting to
their needs and their behavior will depend greatly on providing them with the
best customer service possible.
There are three key points in how customer service should be run
within the automotive industry.
1. Defining a common purpose
There is a need to define a common purpose within customer service
and experience, from the management to the frontliners. This will ensure that
your direction is aligned and reach out to customers on all touchpoints.
2. Analysis of the customer journey
Buying a car is often a long process, and undergoes several
different touchpoints. It is important to note how essential it is to analyze
this path in an omni-channel way, to be in the right place, at the right time,
and with tailored communication.
3. Personalization & customer loyalty
Customer loyalty is extremely important, as more often than not,
it will affect the brand loyalty of several generations. To ensure the
retention of a customer, it is essential to know more about the customer as an
individual. It may be complex, but it brings great possibilities for the
future.
This is where Honda’s philosophy comes into play. The Honda
approach to customer satisfaction is very much focused on the philosophy of
respect for the individual and the Three Joys of buying, selling, and creating.
This means that Honda has always worked closely with its dealerships to
maximize customer satisfaction. Honda is on hand every step of the way; from
purchase to after-sales service, to ensure that dealerships work together with
Honda to earn and maintain the trust of customers.
Image From Honda.co.nz
Honda’s customer service and approach works, because they strive
to deliver an optimal level of service to customers worldwide based on its
philosophy of creating and expanding customer joy worldwide through service. As
part of their philosophy, Honda also aims to expand customer joys and create
strong bonds linking customers and Honda in different markets worldwide. This
includes diversifying their products and tailoring it to different markets to
fulfil local customer and market needs.
Honda’s “Start Something Special” campaign in the US is an example
of how Honda was cultivating a new level of customer loyalty, engaging
customers and sparking dialogue. The campaign basically allowed for customers
to share personal stories that demonstrate their love for the brand. The
concept builds off the idea that owning a Honda is not just about the car; it’s
about the relationship. The campaign worked to emphasize that, to Honda, brand
advocates and loyal supporters are much more than customers; they’re family.
As an automotive brand, Honda has incorporated these customer
service trends into their overall strategies to stay relevant in future. There
include:
Identify and digitize key customer touch points.
Establish an effective customer feedback process.
Experiment with new customer experience ideas.
Leverage content and tech.
Look beyond the sale
For an industry as huge as automotive, with its complex and
typically slower sales dynamics, customer service is important. When it takes,
on average, around 15 hours to purchase a car, this is where loyalty is built.
It’s easier to sell a new car to a customer who has already had a satisfactory
experience with the brand and the dealer.
So, Honda has effectively harnessed and incorporated these
customer service automotive industry trends into creating a unique customer
experience that builds long lasting relationships.
We hope you enjoyed the article!
If you’re looking for a brand new Honda car, or want to experience
our brand of customer servicing, we’re here for you. As an authorized Honda 3S
dealer in Penang, we at Formula Venture cover the sales, services, spare parts
and accessories of Honda cars.
04-291 3136 (Sales)
04-291 3008 (Service)
