Customer service and value

Lidia Januszkiewicz
A00315446
15/12/2023
Technological University of the Shannon
Tesla’s Customers
Service & Value

• This Presentation Will Cover

Everything in a concise manner
regarding
• Customer Service
• Value of A Customer
• Teslas Sustainability linked with
consumers
Importance Of customer Value
• Tesla places a high value on giving the very best customer experience with teams dedicated solely
to listening to customers’ demands and needs.
•
•
• The company understands that beyond selling cars, making customer relationships is essential for its long-
term success.

•
• Ensuring Customer happiness and understanding their concerns leads to a mutual benefit of the consumer getting the
problem solved and tesla obtaining a new SOP to use for the problem next time.
 Customer service strategy P1

• Tesla's customer service strategy is characterized by a customer-

focused approach and technological innovation.
•
• The company has made it easy to buy a Tesla in person or online
making the process streamlined and extremely fast, allowing
customers to make purchases, schedule service appointments, and
receive updates conveniently.
•
• Tesla's customer support extends beyond traditional ways of customer
service, incorporating advancements like software updates over the
air that make the customer feel like the Tesla is the best choice
 Customer service
strategy P2

• Tesla emphasizes community engagement, organizing tesla events as

another way that customers can foster a community together.
•
• Tesla's customer service strategy is deeply intertwined to achieve the
best innovations, creativity, and customer experience possible
•
• Tesla aims to meet and exceed customer expectations while saving
the planet in the process.
 Business Strategy & Customer
Service Strategies at Tesla

• Tesla’s success is not only attributed to its unbelievable

products but also to its strategic business goals and customer
and customer-centricity.
• Tesla's alignment with business goals is founded upon
sustainability and innovation and a mission to revolutionize
transportation.
• Tesla Critically assesses the correlation between business goals
and the value that they place on their customer base.
Acquisition Retention & Development Strategies P1

• Tesla's approach to acquiring retaining and developing its clients and customers is vast in its environment the
direct-to-consumer model is developed by a team that operates online sales and showrooms that Tesla
owns showrooms, and this aligns completely with its overarching strategy of executing any intermediaries
and maintaining control of the consumer's total experience.

•
• Moreover, the referral program incentivizes individuals who own Tesla to illustrate a strategic approach to
customer acquisition and community building.

• software updates and personalized features a sense of loyalty to customer retention and development.
Existing customers can receive added value from Tesla long-term throughout their Tesla ownership.

•
Acquisition Retention & Development
Strategies P2
• Tesla's customer service plays a major role in achieving its broader business goals. The seamless online
process, coupled with making advanced responsive “mobile service units”, add to a positive experience for
the customer, and this experience reinforces the brand's image.

•
• The emphasis on community through forms and events contributes to customer service strategies. The
purchasing process, the fast customer support through the Tesla app on IOS & Android that is available to
download so that access is available for everyone so the community can come together and discuss various
topics.

•
• Tesla's business strategy is not only about selling electric vehicles it's a calculated approach to transforming
the automotive industry and promoting a long-term goal for a way to succeed in sustainable automotive
development.
Acquisition Retention &
Development Strategies
P3

• . The alignment between this strategy and the value placed on

customers is evident in every aspect of Tesla's operations.
•
• The company's success is not only measured by its technological
achievements but also by its ability to demonstrate value in a
certain way and exceed customer expectations.
• Tesla has in place and continuously uses in combination with
their customer value strategies give an Amazon-like flywheel
effect
Delivering Customer
Service at Tesla P1

• Having great service delivery and management of customer service are

pivotal aspects of any successful business strategy.
• This part examines how Tesla operates and executes its customer service
strategy, referencing my own personal observations and industry insights.
• The analysis will explore the strengths of Tesla's customer service delivery
and identify potential areas for improvement.
• From my experiences and recently gained industry knowledge, it is clear that
Tesla places a significant on providing ‘
•
 • Firstly, the delivery of
Tesla's customer service
is known for their
emphasis on something
Delivering called direct-to-consumer
channels.
Customer • Tesla has made the decision

Service At to operate without a

traditional dealership
model making Tesla the
Tesla P2 primary point of contact
for customers.
• They have strategically
positioned customer
service as a core element
of its day-to-day
operations, emphasizing
its role in producing
strong customer
relationships.
Delivering Customer
Service At Tesla P3
• Through personalized interactions, diligent
issue resolution, and a customer-centric
approach, the organization aims not only to
meet but exceed customer expectations.
•
•
• This customer-centric approach ties into
Tesla's goals for the long-term creating a
relationship with the customer to make sure
they are coming back.
•
 Delivering Customer
Service At Tesla P4
• The company has created technology to enhance
customer knowledge and elevate the overall
customer experience.
•
•
• The implementation of Customer Relationship
Management (CRM) systems stands out more than
other companies allowing the organization to gain
and analyse customer data.
•
•
Analysis of Technology
Integration

• Additionally, tesla has deployed

AI-powered chatbots to
improve customer
interactions, ensuring
efficiency and consistency.
• On the topic of AI Tesla is
known to do many things with
AI such as making tesla be
able to streamline logistics by
getting AI to take care of it
Analysis of Technology Integration

• The technology contributes not only to operational efficiency but also allows Tesla to focus more time on
what the customer desires are and fixing any issues that arise to the customers while being holistic in the
ecosystem approach.

This extends to the delivery process where Tesla aims to, minimize its impact on the environment all this tying
together makes it a complete delivery service that clients benefit from.

AI integration has been a massive push for Tesla to automate most tasks to an AI that can streamline operations
like Logistics, Management, etc…

•
 Evaluation of Gaps
While the integration of technology in customer service is exceptional,
but unfortunately there are gaps that warrant attention. One of these
areas is occasional system downtimes affecting service, for example,
the app being in downtime while being updated or software’s being
updated.

Taking care of these gaps is essential to ensure a smooth customer

experience and prevent potential dissatisfaction. Regular checks and
updates to the technological infrastructure are highly incentivized to
maintain the effectiveness of customer service operations.
Tesla’s Seamless Integration of Energy and Sustainable
Service Delivery
Tesla's promise to innovate extends beyond the any model
of Tesla encompassing a holistic approach to energy
solutions and environmental impact.

The integration of using renewable energy like solar

panels and energy solutions like the power wall and
megapack, and electric vehicles into an ecosystem of
sustainability.

So, when in terms of customer delivery, it's clear that

Tesla's mission is to reduce or minimize its environmental
impact.
Tesla’s Seamless Integration of Energy and Sustainable Service Delivery P2

• The delivery process is optimized in a way where efficiency is prioritized by routing eco-friendly
transportation methods tying in with the company's broader mission to make more of a sustainable
transportation model.

• Tesla's energy products play a crucial role in this sustainable approach. Solar panels of homes, coupled with
the energy grid, and empower customer in their decision or reduce their carbon footprint.

The integration that these energy solutions provide electric cars that creates a mutual relationship, were new
sustainable generation efficient transportation

•
Conclusion
• navigating the Vast lands of ever-changing market trends is essential for sustaining effective customer service
strategies.

• The digital transmutation, emphasis on hyper-personalization, multi-channel service integration, AI-driven

advancements, and increased social responsibility are major driving forces shaping the near and distant
future.
•

• For tesla adapting hastily and diligently to these trends will not only fortify and embrace customer relations
and trust but also position it strategically in a way where it positions tesla at the top of the competitive
marketplace for electric vehicles.
•THANK YOU