Getting in touch with customers prior to their visit is fairly common for car dealers, but communicating with a customer when their car is in the workshop can often be a different story...
Aftersales has long been the bread and butter for both independent and franchised repair outlets. How do you make sure that you're always improving the experience for your customers?
Topics: retention, customer experience, technology, dealerships, customer satisfaction, interaction, digital, Aftersales, Customerlounge, automotive, consumers, dealer, service, digitisation, retail, new car
How do you deliver efficient, smooth and exemplary vehicle sales customer experience in a fast-moving, digital world and sector which is undergoing dramatic change?
Sounds simple right? Your digital services should work together with your physical workshop or forecourt. So how come customers are left having to explain themselves several times...
Digital has fundamentally changed how we buy and maintain our cars. From researching the next vehicle to comparing prices, booking test drives and servicing online. The list is pretty endless...and yet digital continues to transform our customer experience.
According to Deloitte, car dealers should be implementing the types of customer experiences that motorists are already enjoying with the likes of digital innovators such as Amazon and Apple.
Dealers have long recognised that it is the customer experience which ensures a business stands out and customer satisfaction levels have been a key business metric for decades.
We take a look at how the automotive repair market should consider applying lessons from digital retailers to enhance the service they provide to motorists.
A study by DMEautomotive noted customers who develop a habit of maintaining their vehicle at a dealership are 86 times more likely to purchase their next vehicle from you.
The traditional car buying process is a thing of the past, in today’s world customers clearly do business on their own terms and they come well reinforced with information, which means they know exactly what they want. But, one thing that hasn’t changed is the emotion attached to buying a car.