Heavy Equipment
Empowering Progress, Elevating Possibilities
Construction Equipment
Aerospace and Defense
Agricultural Machinery
Moving Forward, Building Together.
In the heavy equipment industry, the sale and service of machinery are fundamental. Customer experience plays a pivotal role in shaping the success of dealerships. Unlike traditional retail, heavy equipment dealers operate within a B2B model, where relationships are protracted and transactions involve substantial investments. Dealers must prioritize delivering a seamless customer journey, from initial inquiry and purchase to ongoing service and maintenance.
Unlike many consumer-focused industries, where customer churn may have less immediate consequences, heavy equipment dealers rely on maintaining strong partnerships with businesses in construction, agriculture, and other industries. Customer loyalty in this sector is often measured by the frequency of equipment purchases, contract renewals, and the reliance on the dealership for ongoing support and maintenance services.
Sale and Support
Customer experience extends beyond the point of sale; it involves providing comprehensive support throughout the equipment’s lifespan. Dealers should focus on minimizing downtime through efficient maintenance and repair services, timely availability of spare parts, and proactive communication to keep clients informed about equipment performance and potential issues.
By prioritizing a positive customer experience, heavy equipment dealers can enhance client satisfaction, strengthen business relationships, and ultimately drive business growth through customer retention and advocacy.
85%
average Customer Satisfaction Score (J.D. Power)
60%
of dealers prioritize digitalization and automation (Deloitte)
80%
of dealers are investing in data analytics (PWC)
20%
customer churn rate in Heavy Equipment (PwC)
Key Industry Challenges
Sectors We Serve
Latest Insights
Crush your competition with CX Ops
When it comes to Customer Experience (CX)—which literally touches every part of a company—making it a central focus hasn’t been a priority until recently
Enhancing Customer Experiences in Heavy Equipment Sales and Service
Retaining existing clients, attracting new ones, and building a robust industry reputation all hinge on excellent customer service.
We Know What Our Customers Want
Obtaining genuine, unbiased feedback from customers is challenging. Even more difficult is communicating that feedback to your organization in a relevant and actionable manner.
Debunking the Monopoly Myth in the Heavy Equipment Sales and Service Market
There’s a belief that in the world of heavy equipment sales and service, mainstream companies hold an unshakable monopoly, leaving little room for competition. That’s a MYTH.
10 Must-Have Tools for Customer Experience Management
Customer Experience Management is a team sport. It often requires integrations with tools that aggregate or streamline data from multiple interaction points along the customers journey.
5 Signs Your Business Needs Better Customer Experience Management
Poor customer experiences can lead to decreased satisfaction, lost revenue, high churn rates, and negative reviews. Here is a look at five signs that indicate your business needs better CXM.