Dealers still missing opportunities through inaccurate data

Posted by Alex Knight on 09-Sep-2019 07:35:00

Research has found that a third of all data held by franchised dealers is either inaccurate or incomplete , which means they will struggle to maximise MOT and service work.

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Topics: data, dealerships, online, digital, Aftersales, buying, automotive, consumers, dealer, service, retail, MOT, independent workshops, database, data capture

New MOT sees more fails

Posted by Alex Knight on 04-Sep-2019 09:11:00

Following the introduction of new, stricter MOT tests, increasing numbers of vehicles have failed with 10 million vehicles having not met the new criteria since its introduction a year ago.

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Topics: dealerships, online, digital, Aftersales, buying, automotive, consumers, dealer, service, retail, MOT, independent workshops

Franchised dealers missing a trick with eVHC

Posted by Alex Knight on 30-Aug-2019 12:22:14

EVHC or electronic vehicle health check is a well-known workshop tool for identifying work required on a vehicle and is widely used in the franchised sector. But latest figures show thousands of pounds of work is being overlooked because workshops are not using the check at every possibility.

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Topics: profit, dealerships, revenue, online, lifetime value, digital, upsell, CustomerVue, Aftersales, buying, repurchase, automotive, consumers, dealer, service, retail, eVHC

ICO issues first huge GDPR fines

Posted by Alex Knight on 14-Aug-2019 08:21:58

If you weren’t sure if the UK’s Information Commissioner’s Office (ICO), the data protection regulator, wasn’t prepared to flex its muscles, its first two fines for data breaches amounting to a combined almost £300 million should persuade you otherwise.

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Topics: gdpr, online, digital, ISO27001, Information Security, ICO

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

Understand what your car buyers want when it comes to touchpoints

Posted by Nathan Elliott on 22-Jan-2019 10:01:00

45% of people want face-to-face guidance from a dealer during the car buying journey. The main elements people want guidance with is the vehicle (67%), warrantee and maintenance (68%), and finance options (37%).

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Topics: digital, car purchase, dealer software, buying

"Car buyers likely to ditch dealers that get their details wrong"

Posted by Nathan Elliott on 08-Jan-2019 10:21:00

I recently read an article that talked about a recent study by Marketing Delivery. It found that 57% of UK motorists said they would be less likely to purchase a new vehicle from a dealership that made an error such as their name or details of their current vehicle.

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Topics: dealerships, digital, car purchase, buying

Stay top of mind from purchase to repurchase

Posted by Nathan Elliott on 05-Dec-2018 10:59:00

When it comes to customer retention, I know this is every dealership’s primary goal but it’s easier said than done. The car buying process has changed because the customer has. We now live in a digital world which allows the customer to be firmly in the driving seat. The modern customer now has a range of dealers, service options and price plans to choose from, and all with the click of a button.

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Topics: retention, digital, car purchase, selling, repurchase

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.  

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

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

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