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

How many times per week do your service advisors have to deal with customers who expect their car to be ready earlier than it is?

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

CustomerLounge dealers can now generate reports that give powerful insights into their dealership from one easily accessible location.

Topics: customer experience, technology, dealerships, customer satisfaction, revenue, interaction, communication, online, digital, feature updates, Customerlounge, automotive, consumers, customer relationships, software, dealer, convenience, digitisation, trust, transparency, conversation

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?

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

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?

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

With online being the first and most comprehensive source of research when buying a car, the dealership’s ability to create trust online is fundamental to future business success.

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

Today's car buying experience is now a digital one for practically everyone, with 95% of us using websites in the buying journey, and we are increasingly completing more of the process in a virtual space.

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