1. It starts with the mindset — how much the dealers & their principals really care for the customer experience, beyond their P&L or market share? I have heard horror stories from customers of Hyundai, Renault, & others.

2. The processes the principal has for after-sales. These days it takes @Skoda over 3 weeks to deliver a side mirror to a client in Bangalore

It has to move from Manufacture or dealer (I/Me) to customer (We), still better beyond, to the environment? #I2We2He


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