Rethinking the relationship between digital and personal

Posted by Jon Oxtoby on 22-Mar-2021 11:00:00

Many people argue that digital tools and services are inferior to the service that a genuine human being can offer. But the relationship between digital and personal services is more complicated than that.

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Topics: customer experience, technology, dealerships, customer satisfaction, communication, Customerlounge, automotive, personalisation, customer relationships, dealer, digitisation

4 tips to make service more personal

Posted by Jon Oxtoby on 15-Mar-2021 11:00:00

83% of dealerships agree that customer satisfaction increases significantly when customers receive tailor-made services. How can aftersales teams deliver the personal touch at scale when they’re so busy all of the time?

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Topics: customer experience, technology, loyalty, dealerships, customer satisfaction, communication, Aftersales, automotive, personalisation, customer relationships, dealer, customer loyalty, digitisation

What can car dealerships learn from phone companies?

Posted by Jon Oxtoby on 01-Mar-2021 11:00:00

On the face of it, mobile phone providers and car dealerships feel like totally different businesses. But when it comes to dealing with customers, there’s a thing or two that car dealerships could learn from phone providers.

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Topics: customer experience, data, dealerships, customer satisfaction, interaction, communication, Aftersales, automotive, personalisation, customer relationships, software, dealer, convenience, digitisation, 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

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