Let’s take a virtual tour through a typical aftersales department for a moment. The aroma of fresh coffee wafts through the office, someone drops a bag of doughnuts onto the desk — it’s their birthday — sunlight drifts through the windows. Service advisors chat happily to customers, accompanied by the gentle tapping of keyboards.

Topics: customer experience, loyalty, dealerships, customer satisfaction, communication, Aftersales, automotive, customer relationships, service, digitisation, automation

What with lockdown and the post-lockdown surge of business, it may be that you haven’t had the time to think about promotions for a while — or needed to. And that’s fine, of course. But as competition starts to hot up, now would be a great time to revisit the topic and see whether you need to tweak your promotional strategy. Here’s why.

Topics: customer experience, dealerships, interaction, communication, Aftersales, buyer Journey, personalisation, customer relationships, service, digitisation, automation

We don’t usually like to throw around terms like “industry leading” and “first of its kind,” but our new report into how dealers communicate with customers is something pretty special. At least, we think so!

Topics: customer experience, loyalty, dealerships, customer satisfaction, communication, Aftersales, personalisation, customer relationships, quality, service, digitisation, coronavirus, covid-19, 2021 Dealership Customer Engagement Report

As life eases back to some kind of normal, many of us are catching up with jobs we’ve not been allowed to do — or simply put off — for too long. Things like getting the dog groomed, nervously opening up for the dental hygienist or an OMG-we’re-actually-going-on-holiday last-minute car service...

Topics: customer experience, loyalty, dealerships, customer satisfaction, communication, Aftersales, personalisation, customer relationships, quality, service, digitisation, coronavirus, covid-19, 2021 Dealership Customer Engagement Report

As we emerge, blinking, out of another lockdown, is this really it? Or are COVID-19 and its variants here to stay, requiring annual vaccines and regular lockdowns? The truth is, nobody yet knows.

Topics: customer experience, technology, dealerships, IT, dealer software, automotive, customer relationships, software, service, digitisation, covid-19

Research from Bumper reveals that 63% of car owners have delayed servicing and repairs due to COVID-19. Now that restrictions are easing, are you ready to handle the influx of work while still delivering great service?

Topics: customer experience, loyalty, dealerships, customer satisfaction, communication, Aftersales, automotive, customer relationships, quality, service, digitisation, coronavirus, covid-19

Many people argue that digital tools and services are inferior to the service that a genuine human being can offer. But the relationship between digital and personal services is more complicated than that.

Topics: customer experience, technology, dealerships, customer satisfaction, communication, Customerlounge, automotive, personalisation, customer relationships, dealer, digitisation

83% of dealerships agree that customer satisfaction increases significantly when customers receive tailor-made services. How can aftersales teams deliver the personal touch at scale when they’re so busy all of the time?

Topics: customer experience, technology, loyalty, dealerships, customer satisfaction, communication, Aftersales, automotive, personalisation, customer relationships, dealer, customer loyalty, digitisation

On the face of it, mobile phone providers and car dealerships feel like totally different businesses. But when it comes to dealing with customers, there’s a thing or two that car dealerships could learn from phone providers.

Topics: customer experience, data, dealerships, customer satisfaction, interaction, communication, Aftersales, automotive, personalisation, customer relationships, software, dealer, convenience, digitisation, conversation

The way in which your customers want to communicate with your dealership is evolving – but that’s putting strain on your aftersales team. How can you satisfy customers without increasing pressure on your service advisors?

Topics: customer experience, dealerships, customer satisfaction, interaction, communication, Aftersales, automotive, customer relationships, software, dealer, outlook, convenience, digitisation, conversation