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