Do you know what the ideal customer service experience looks like?

Posted by Jon Oxtoby on 11-Jan-2021 11:17:50

There’s no question that what customers expect from dealerships is changing when it comes to services, MOTs and repairs. But do you know what your customers are actually looking for in their dealings with you?

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Topics: customer experience, technology, loyalty, dealerships, customer satisfaction, interaction, communication, online, digital, Aftersales, Customerlounge, automotive, consumers, personalisation, customer relationships, dealer, convenience, digitisation, retail, trust, transparency, conversation

Mind the gap

Posted by Alex Knight on 16-Dec-2020 16:39:57

Our latest research revealed that 72% of customers think it's important to communicate digitally when it comes to car servicing. Yet 82% of service advisors still reach for the phone every time. How do you bridge the gap?

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Topics: customer experience, technology, loyalty, dealerships, customer satisfaction, interaction, communication, online, digital, Aftersales, Customerlounge, automotive, consumers, personalisation, customer relationships, dealer, convenience, digitisation, retail, trust, transparency, conversation

Treating customers as individuals

Posted by Alex Knight on 12-Oct-2020 12:44:26

If there’s one thing operating in the aftermath of a global pandemic has taught us, it’s that customers are individuals and need to be treated as such.

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Topics: customer experience, technology, loyalty, dealerships, customer satisfaction, interaction, communication, online, digital, car purchase, Aftersales, automotive, buyer Journey, consumers, personalisation, sales, customer relationships, dealer, car sales, convenience, service, digitisation, retail, new car, workshop

Vehicle subscriptions - a new way forward?

Posted by Alex Knight on 11-Sep-2020 15:47:12

With consumers already comfortable with subscription services in many areas of their lives, could their car be the next big thing?

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Topics: customer experience, technology, loyalty, dealerships, customer satisfaction, interaction, communication, online, digital, car purchase, Aftersales, automotive, buyer Journey, consumers, personalisation, sales, customer relationships, dealer, car sales, convenience, service, digitisation, retail, new car, workshop, vehicle subscription

7 steps to better dealership experiences

Posted by Alex Knight on 03-Sep-2020 10:57:27

More than ever customer experience is the key to a dealership’s success. And with the UK economy facing its biggest challenge since the 2008 financial crash, dealers will be keen to secure every piece of business possible.

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Topics: customer experience, technology, loyalty, dealerships, customer satisfaction, interaction, integration, communication, online, digital, car purchase, Aftersales, automotive, buyer Journey, consumers, personalisation, sales, customer relationships, dealer, car sales, convenience, service, digitisation, retail, new car, workshop

Managing the MOT backlog

Posted by Alex Knight on 18-Aug-2020 08:41:15

The government's six month MOT extension has resulted in good news for dealers with increased demand. Being prepared and preparing customers is the best course of action to continue to spread the workload over the next few months.

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Topics: dealerships, communication, online, digital, Aftersales, automotive, consumers, dealer, service, digitisation, MOT, workshop

Making car maintenance as easy as ordering pizza

Posted by Alex Knight on 16-Jul-2020 08:24:57

If sectors like fast-food can provide customers with a digital system that delivers convenience and enhances the customer experience, there’s no reason why automotive aftersales can’t do the same.

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Topics: customer experience, technology, dealerships, customer satisfaction, interaction, communication, online, digital, Aftersales, Customerlounge, automotive, consumers, dealer, convenience, service, digitisation, retail, lockdown, covid-19, pizza

What aftersales can learn from other sectors post-covid

Posted by Alex Knight on 10-Jul-2020 14:18:05

Post-lockdown means embracing a new way of working to accommodate customers who are looking to minimise contact outside their immediate household, and there’s much dealers can learn from other sectors.

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Topics: customer experience, technology, dealerships, customer satisfaction, interaction, communication, online, digital, Aftersales, Customerlounge, automotive, consumers, dealer, convenience, service, digitisation, retail, lockdown, covid-19, positivity

Reasons to be cheerful

Posted by Alex Knight on 17-Jun-2020 17:37:51

The unprecedented impact of the Covid-19 crisis makes for a worrying future for all sectors. But with change comes opportunity, and in our latest whitepaper we explore some of the positive aspects of the emerging new world...

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Topics: customer experience, technology, dealerships, customer satisfaction, interaction, digital, Aftersales, Customerlounge, automotive, consumers, dealer, service, digitisation, covid-19, positivity, robotics

The rise of invisible service

Posted by Alex Knight on 10-Jun-2020 10:04:36

Post-lockdown, dealers which implement the ‘invisible’ service could well find themselves ahead of the curve in a world where customers will be wary and reluctant to venture into places which could increase their risk of infection.

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Topics: customer experience, technology, dealerships, customer satisfaction, interaction, digital, Aftersales, Customerlounge, automotive, consumers, dealer, service, digitisation, covid-19

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