The consumer has moved into the drivers’ seat, steering much of the discussion around the products and services they would like to see developed and introduced to the marketplace, according to CCC Information Services, and the 2011 Autumn Update of CCC’s Crash Course explores the connection between technology advancements, the changing role of the consumer and the need for product innovation within the auto claims and collision repair industries, the company says.
In its report, CCC predicts that accident frequency will continue to dip lower as consumers purchase fewer new vehicles and insurance policies. The company says its report will help shops deal with this new reality as the pool of available work shrinks.
"Companies that can understand what the consumer is looking for and create new and innovative products to address their needs will be most successful," CCC’s Crash Course report says. "Revisiting processes and products from the customers’ perspective will help companies to uncover new and better ways to deliver solutions that delight customers and build loyalty."
The Crash Course Autumn Update covers economic and consumer trends affecting collision repairers and offers advice to find success.
To download a copy, visit the CCC Crash Course website.
