1. Ujj Nath I myKaarma I CEO I ujj.nath@mykaarma.com
Are Your Service Customers Ignoring You?
Welcome
Food for thought
Move afoot.. By the end of this session I hope that I will have given you many things to ponder
My name is Ujj Nath and I am the CEO of myKaarma a conversational commerce company
Market share
Ujj Nath I myKaarma I CEO I

2. Your customers are changing
From 2000 to 2016, the number of cars purchased by people aged 16 to 34, fell 60%
From 2000 to 2010, the number of cars purchased by people aged 16 to 34, fell 60% according to a U.S. Federal Reserve Bank study. (
The AAA Foundation for Traffic Safety found that only 44% of teens obtained a driver’s license within the first year of becoming eligible, and just half, about 54%, were licensed before turning 18.

3. Your customers are changing
What if?
From 2000 to 2010, the number of cars purchased by people aged 16 to 34, fell 60% according to a U.S. Federal Reserve Bank study. (
The AAA Foundation for Traffic Safety found that only 44% of teens obtained a driver’s license within the first year of becoming eligible, and just half, about 54%, were licensed before turning 18.

4. Major brands occupy the bulk of customer mindshare
My Dealer
Pie chart with top five brands that occupy mindshare

5. |---------- (9 months) --------|
Brand Magnification
Show how consumer things about dealer a lot only in a certain time period. Cars are more reliable and they come back for service less frequently
| (9 months) |

6. Customer
Interaction
Management
What is your strategy to have a digital conversation with your customer?

7. Do you have a CIM strategy?
While 71% of organizations cite digital customer experience as their top, strategic performance measure only 13% of them rate themselves a 9 or a 10 (out of 10) when it comes to delivery.
13%
71%
Stock picture of a consumer that’s listening to a giant funnel. Graph out - Whilst 71% of organizations cite customer experience as their top, strategic performance measure only 13% of them rate themselves a 9 or a 10 (out of 10) when it comes to delivery.
Moreover, with digital dominating much of the conversation around customer experience, it’s shocking to see that more than half of organizations (51%) report that they don’t have a digital strategy or they are, at best, only in the process of developing one.

8. Volume of data consumed
2016 saw the avg U.S. adult spend an extra hour a day in front of a screen.
82% of that extra hour was spent on a mobile device (tablet or smartphone)
Hours per day
Imagery: Show people looking down at their phones

9. Brand Magnification + contextual targeting
44% of junk mail is thrown away unopened, The average American household receives 848 pieces of junk mail per household, equal to 1.5 trees every year
Stock picture of a consumer that’s listening to a giant funnel. Graph out - Whilst 71% of organizations cite customer experience as their top, strategic performance measure only 13% of them rate themselves a 9 or a 10 (out of 10) when it comes to delivery.
Moreover, with digital dominating much of the conversation around customer experience, it’s shocking to see that more than half of organizations (51%) report that they don’t have a digital strategy or they are, at best, only in the process of developing one.

10. How to make the most of your moment...
Easy access
Convenient service
Systematic follow up
Pie chart with top five brands that occupy mindshare

11. How easy are you to do business with?
Easy access
With 15 years of customers being able to schedule their own service appointments, 8 out of 10 people still show up at the dealership without a web based appointment.
Pie chart with top five brands that occupy mindshare

12. | we can reduce... Text Appointments ~125 9 steps, and
19 customer inputs
...into 2 steps.
~125
Show websites and how easy it is to work with these brands, Look at Tesl Look at Tesla, Amazon, Uber

13. What can we learn from the leaders
Show websites and how easy it is to work with these brands, Look at Tesl Look at Tesla, Amazon, Uber

14. Show websites and how easy it is to work with these brands, Look at Tesl Look at Tesla, Amazon, Uber

19. Customer Convenience: What Brings Customers Back to a Dealership?
See their regular service advisor
Get notified real-time of any changes required with new ETAs
Bypass “phone-trees” to reach your service advisor directly to get any questions answered
Easily review their Invoice prior to payment to make sure the charges are fair
Get contacted after the visit to ensure satisfaction

20. How to make the most of your moment...
Customer Loyalty - Genuine follow up
“Surprisingly, both dealers and manufacturers went down precisely the same path: development of a professional, systematic follow-up process that would help dealers identify unhappy customers immediately and facilitate the urgent resolution of the causes of unhappiness.” - NADA-24
Pie chart with top five brands that occupy mindshare

21. How to make the most of your moment...
Easy access
Convenient service
Systematic follow up
Pie chart with top five brands that occupy mindshare

22. Contact Info
Full Name: Ujj Nath
Company: myKaarma
Job Title: CEO