If I were Carlos Tavares, I’d be strategizing a plan to bring back no-nonsense, hassle-free, convenient customer service. Like Saturn and Lexus did at some point.
There’s a huge void of convenience in customer service right now. Across all automakers, every dealer interaction has become a huge hassle.
Ironically, the more automakers have focused on building convenience features into their vehicles, the more convenience has disappeared from dealer-customer interactions.
Tavares wouldn’t have to wait for the dealers to fall in line, either. A lot can be accomplished by reducing friction in the policies and procedures Stellantis uses with its dealers.
But this strategy would require a fundamental change in how Stellantis views suppliers, dealers and customers, complete commitment from the top, and a long-term view. Longer than Signore Elkanno is likely willing to put up with.