Nathan Elliott

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Is your DMS increasing profitability?

Posted by Nathan Elliott on 18-Jun-2018 10:38:00

I’ve got some questions…

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Topics: retention, customer experience, profit, dealerships, customer satisfaction, dms, communication

4 reasons why you need to update your dealership communication tools

Posted by Nathan Elliott on 13-Jun-2018 11:52:20

It’s almost 2018. Everything’s digital, everything’s multi-channel. I’ve seen so many cases where car dealerships don’t seem to be able to keep up with this and eventually, this will catch up with them.

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Topics: data, dealerships, dms, IT, integration, communication

Are you making the most of your face-to-face customer interactions?

Posted by Nathan Elliott on 04-Jun-2018 12:27:00

Face-to-face interactions are far less frequent in our digital world. But face-to-face interaction cannot be beaten in terms of delivering customer service, we’re all humans and have a basic need for connection and relationships. This will always be the case.

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Topics: retention, customer experience, crm, dealerships, dealer management, interaction

Customers have the final say when it comes to dealer revenue

Posted by Nathan Elliott on 29-May-2018 10:41:00

When it comes to your dealership I know you’re looking to drive engagement, revenue and ultimately retention, and service is where it all happens- that’s where the margin is. Take the diagram below for example, service allows you to make the margin profit, which drives customer loyalty and loyalty drives repeat sales. But for all this to happen customer experience is key.

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Topics: retention, customer experience, loyalty, dealerships, dealer management, revenue

5 top tips for looking after your DMS

Posted by Nathan Elliott on 21-May-2018 09:41:00

When it comes to DMS systems, there’s no questioning their value to dealerships. That’s why I’ve created this short blog that outlines some tips that will be useful when it comes to looking after your DMS server.

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Topics: technology, dealerships, security, dms, dealer management

GDPR and your dealer software

Posted by Nathan Elliott on 17-May-2018 10:03:30

The new data protection regulation is just around the corner so everyone’s asking the question “Are you ready?”. Despite being quite ominous, the question is an important one. Dealerships hold a lot of data in their CRMs and DMSs and there needs to be a few changes before the 25th May.

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Topics: crm, gdpr, dealerships, dms, dealer management

How do you increase customer loyalty in aftersales?

Posted by Nathan Elliott on 15-May-2018 12:17:59

I know that enhancing the ownership experience for your customers is a key priority but the modern customer has higher expectations. They now require and expect immediate information, personalised services and offers and consistency, which is imperative to the customer-dealer relationship.

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Topics: retention, technology, loyalty, customer satisfaction

How to use big data to influence your customers

Posted by Nathan Elliott on 13-Mar-2018 10:39:37

Are you taking advantage of big data within your dealership?

Chances are you use data to inform car design or technologies within the dealership, but what about your customers?
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Topics: customer experience, technology, crm, data, profit, big data, cloud

How to increase customer retention in 2018

Posted by Nathan Elliott on 20-Feb-2018 08:21:00

There’s endless content and conversation on customer retention in the automotive industry. This is why it’s so surprising that there’s still core issues here. As we all know, retention depends on customer experience as the experience determines customer satisfaction.

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Topics: retention, customer experience, technology, crm, data, gdpr, customer satisfaction

Getting the best value out of your CRM

Posted by Nathan Elliott on 12-Feb-2018 15:07:43

For your dealership to be successful, the customer comes first and they expect their customer experience to remain consistent. So, managing that relationship is key. In the automotive industry, this can be seen as a challenge as your interaction with the customer isn’t regular- car purchases or upgrades happen every few years and services are roughly on a yearly basis. Plus, with the influx of new technology and the digital world we live in, trying to get the customers attention isn’t as easy as it once was.

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Topics: retention, customer experience, technology, crm