Customer retention tips for 2018

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: customer satisfaction, dealerships, loyalty, technology, retention, customer loyalty, millenials, car 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: car purchase, repurchase, selling, retention, digital

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: customer experience, process, digital, online, retention

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

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

How To Maximise The Value Of Your Leads

Posted by Nathan Elliott on 12-Sep-2018 11:36:00

The word CRM often brings a shiver down many people’s spine, but let’s be honest, if you have a CRM that’s organised and holds clean data, it’s a highly valuable asset. A CRM that is managed and used correctly has the ability to streamline your entire dealership sales process and improve performance of each of your leads.

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Topics: crm, technology, profit, process, lead tracking, lead nurturing, retention, digital

How good is your customer retention?

Posted by Nathan Elliott on 19-Jul-2018 11:53:00

Hopefully your answer to the above question is “great!”. If it is, then good for you but you should read on because it could always be better. If your answer wasn’t quite so positive then welcome, this quick blog is here to help.

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Topics: retention, lifetime value, loyalty, upsell

Is your DMS increasing profitability?

Posted by Nathan Elliott on 18-Jun-2018 10:38:00

I’ve got some questions…

Your DMS is there to measure, report, input jobs and provide clarity and transparency when it comes to your internal processes and communications, right? But, what about the customer?

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Topics: dealerships, dms, profit, customer satisfaction, retention, communication, customer experience

Are you making the most of your face-to-face customer interactions?

Posted by Nathan Elliott on 04-Jun-2018 12:27:00

Face-to-face interactions are far less frequent in our digital world. But face-to-face interaction cannot be beaten in terms of delivering customer service, we’re all humans and have a basic need for connection and relationships. This will always be the case.

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Topics: dealer management, dealerships, retention, customer experience, interaction, crm

Customers have the final say when it comes to dealer revenue

Posted by Nathan Elliott on 29-May-2018 10:41:00

When it comes to your dealership I know you’re looking to drive engagement, revenue and ultimately retention, and service is where it all happens- that’s where the margin is. Take the diagram below for example, service allows you to make the margin profit, which drives customer loyalty and loyalty drives repeat sales. But for all this to happen customer experience is key.

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Topics: dealer management, dealerships, loyalty, retention, customer experience, revenue