How to improve customer experience: aftersales

Posted by Alex Knight on 19-Mar-2020 15:04:00

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?

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Topics: retention, customer experience, technology, dealerships, customer satisfaction, interaction, digital, Aftersales, Customerlounge, automotive, consumers, dealer, service, digitisation, retail, new car

How to improve customer experience: sales

Posted by Alex Knight on 12-Mar-2020 08:06:00

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?

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Topics: customer experience, technology, dealerships, customer satisfaction, Customerlounge, automotive, consumers, sales, dealer, car sales, digitisation, retail, new car

Making digital and physical work together

Posted by Alex Knight on 03-Mar-2020 07:59:00

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...

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Topics: customer experience, technology, dealerships, customer satisfaction, Aftersales, Customerlounge, automotive, consumers, dealer, service, digitisation, retail, new car

How digital is transforming the automotive customer experience

Posted by Alex Knight on 17-Feb-2020 11:23:29

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.

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Topics: customer experience, technology, dealerships, customer satisfaction, Aftersales, Customerlounge, automotive, consumers, dealer, service, digitisation, retail, new car

Seven steps to future proof your dealership

Posted by Alex Knight on 24-Jan-2020 15:08:18

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.

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Topics: customer experience, technology, dealerships, customer satisfaction, automotive, consumers, dealer, service, retail

Customer experience is the differentiator, but dealers haven’t cracked it yet

Posted by Alex Knight on 23-Dec-2019 08:39:35

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.

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Topics: customer experience, technology, dealerships, customer satisfaction, automotive, consumers, dealer, service, retail

Drive customer retention with these two loyalty gems

Posted by Alex Knight on 28-Jan-2019 11:21:00

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.

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Topics: customer experience, loyalty, customer satisfaction, communication

Customer retention tips for 2019

Posted by Nathan Elliott on 13-Dec-2018 11:19:00

Customer retention is the end game- it’s what all dealerships are looking to nail and this is becoming increasingly hard. Doug Van Sach, AutoLoop’s Vice President, put it perfectly when he said, “the hard truth for dealers is most consumers have redefined what it means to be loyal in the digital age.”

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Topics: retention, technology, loyalty, dealerships, customer satisfaction, millenials, car buying, customer loyalty

A guide to increasing customer satisfaction in your dealership in 2018

Posted by Nathan Elliott on 21-Nov-2018 11:17:00

The digitalisation of the buying process has particularly effected the automotive industry. Customers are carrying out most of the buying journey online and, in most cases, only come into the dealership when they have almost made their purchase decision. Everything is quick, easy and optimised and this is what has become the norm. Anything that doesn’t hit the mark with those points sticks out like an underperforming sore thumb.

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Topics: retention, loyalty, customer satisfaction, digital, increasing customer, car buying, dealer

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.

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

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