Shaken & Stirred - Influential Brand Profiling and Positioning

Customer Service : Tesla does almost everything differently than their long-established competitors

Tesla : I found a fascinating customer service comment in an article .. 12 Marketing Experts Reveal How to Crush Your Competition in 2019 which I was determined to share with you.

It’s all about  Tesla having no dealerships, and wanting to own their customer relationship, start to finish. This adds up to creating a competitive advantage over their competitors.

Your customers’ expectations are increasing. The most competitive companies will exceed them.

Tesla. If you are unfamiliar, this fledgling (15-years actually) automobile manufacturer does almost everything differently than their long-established competitors. Yes, their cars are all electric, they have no dealerships, and they want to own their customer relationship, start to finish.

Between start and finish, there is service. Unlike the traditional auto dealership service and repair facilities, Tesla does not intend to make a profit from the servicing of their vehicles. It’s designed to NOT be a profit center on the books. Heresy, most experts would say.

Instead, Tesla provides a gambit of services at no cost to the owners, even out of warranty. They come to your house or business for a majority of service calls. Stop and read that again.

For example, a Tesla Ranger (mobile service technician) comes to your house at a scheduled time to repair or replace some part that needs attention, and often, there is no cost to the owner.

Customers like that. And by raising that bar of customer service, we customers soon wonder—or even expect–other industries to behave in a similar fashion.

Customer service is rapidly evolving from what is customary and convenient for the business, to what is convenient and expected by the customer. The businesses that most rapidly embrace this will have a competitive advantage over their competitors… for a while.

More good news from Tesla.

2018 production numbers: Last week, Tesla released its record fourth-quarter 2018 figures with 90,700 cars delivered and 86,555 cars built. That’s 8 percent better than the previous quarter, although below Street estimates and a bit shy of the target of 5,000 Model 3s per week.

More customer service articles >>>>>>>