Give Them The right Customer Experience

Posted by Nathan Elliott on 27-Nov-2018 10:48:00

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.  

Read More

Topics: customer experience, process, digital, online, retention

As UK new car sales drop dealers need to focus on existing customers

Posted by Nathan Elliott on 30-Oct-2018 10:19:00

According to the SMMT 2.5 million cars were registered in 2017. This is a 5.7% drop from 2016. This may come as a surprise to many as the market has been growing year on year since 2012.

Read More

Topics: loyalty, customer satisfaction, customer experience, lifetime value, retention, finance, car sales, dealerships

Is Your Current DMS Equipped For The Modern Customer?

Posted by Nathan Elliott on 24-Oct-2018 11:05:00

The modern customer is savvy, informed and in control. Their expectations are high and their patience is low. This is true in every industry and is particularly the case in the automotive industry and, more specifically, the car-buying and after sales processes.

Read More

Topics: dms, data, technology, integration, dealer software, software, dealer, customer experience

Achieve More Aftersales

Posted by Nathan Elliott on 27-Sep-2018 10:32:00

Are you up to speed?

The aftersales industry is worth £99 billion* in the UK so it makes sense to invest the time to get your aftersales approach on point. But are you up to speed with the how the market is changing?

Read More

Topics: Aftersales, revenue, communication, customer experience

By ignoring the digital customer, you’re ignoring revenue.

Posted by Nathan Elliott on 18-Sep-2018 13:24:00

There are a lot of stages to the modern car-buyer journey. The majority of the process is now online, with customers coming into dealerships only when they have a clear idea of what they’re buying, at the end of their buying journey.

Read More

Topics: communication, integration, customer satisfaction, technology, customer experience, car purchase, dealerships, buyer Journey, personalisation, Customerlounge

Are you meeting customers on their terms?

Posted by Nathan Elliott on 06-Sep-2018 10:44:00

We now live in a fast-paced world where technology is forever transforming our daily lives. Within the automotive sector I feel we have embraced technology and used it to our advantage in creating new car designs and models that not only look and perform better but also take into consideration the environment. 

Read More

Topics: Aftersales, dms, customer experience, technology, automotive

How well do you know your millennial customers?

Posted by Nathan Elliott on 27-Jun-2018 08:14:00

Nothing stands still and neither does the customer landscape. Millennials are classed as people born between 1980 and 2004, and they are entering the car buying market at high speed. It’s been reported* that by 2020 Millennials are expected to capture 40% of the new car sales market.

Read More

Topics: millenials, technology, dealerships, customer experience

Is your DMS increasing profitability?

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

I’ve got some questions…

Your DMS is there to measure, report, input jobs and provide clarity and transparency when it comes to your internal processes and communications, right? But, what about the customer?

Read More

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

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.

Read More

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

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.

Read More

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