Powerful new reporting features arrive in CustomerLounge

Posted by Jon Oxtoby on 20-Jan-2021 11:05:41

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

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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

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

Five crucial ways to build trust online

Posted by Alex Knight on 25-Nov-2020 11:24:02

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.

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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

Getting the digital car buying experience right

Posted by Alex Knight on 20-Oct-2020 09:57:19

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.

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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

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

Driving invisible service in aftersales

Posted by Alex Knight on 02-Jul-2019 15:12:38

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.

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Topics: customer experience, millenials, online, digital, Aftersales, automotive, customer relationships, customer journey, service, digitisation, retail

B2B Selling Strategy... Shudder

Posted by Nathan Elliott on 09-Oct-2018 11:50:00

B2B Selling Strategy- A discussion point that came up at a convention recently. The phrase alone left me cold. In 20 years of selling I’ve taken a number of prescribed selling courses, apparently honing my skills in modern selling. After applying and adapting these skills over hundreds of sales meetings I’m convinced that by far the most critical element is almost completely lost on all course providers.

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Topics: technology, communication, selling, b2b, sales, customer relationships

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