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

Customer retention tips for 2019

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: retention, technology, loyalty, dealerships, customer satisfaction, millenials, car buying, customer loyalty

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

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

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