Are you restart-ready?

Posted by Alex Knight on 01-Jun-2020 12:58:15

With the UK government giving the green light for showrooms to reopen, many dealer groups have been putting plans in place that redefine how their business runs in order to operate during COVID-19.

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Topics: customer experience, technology, dealerships, customer satisfaction, interaction, digital, Aftersales, Customerlounge, automotive, consumers, dealer, service, digitisation, covid-19

Transforming aftersales post-pandemic and beyond

Posted by Alex Knight on 23-Apr-2020 08:46:00

Workshops are likely to be faced with the challenge of managing pent up demand once businesses reopen following the lockdown.

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

Automotive in the age of coronavirus

Posted by Alex Knight on 21-Apr-2020 09:51:43

Classed as essential businesses, garages and workshops can stay open during the coronavirus pandemic although they are not obliged to do so.

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Topics: retention, customer experience, technology, dealerships, customer satisfaction, interaction, digital, Aftersales, Customerlounge, automotive, consumers, dealer, service, digitisation, coronavirus, lockdown

Connected car data and who will get to use it

Posted by Alex Knight on 14-Apr-2020 07:57:00

As technology in cars becomes ever more sophisticated and more connected cars are driven on our roads, the amount of data they produce is immense. Driving behaviours which can inform offers, highly accurate service alerts and the car ‘diagnosing’ its own faults and communicating directly with the dealer or manufacturer, the possibilities are endless...

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

The technology driving happier customers

Posted by Alex Knight on 07-Apr-2020 08:23:56

Getting in touch with customers prior to their visit is fairly common for car dealers, but communicating with a customer when their car is in the workshop can often be a different story...

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

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

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

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