Let’s take a virtual tour through a typical aftersales department for a moment. The aroma of fresh coffee wafts through the office, someone drops a bag of doughnuts onto the desk — it’s their birthday — sunlight drifts through the windows. Service advisors chat happily to customers, accompanied by the gentle tapping of keyboards.
Topics: customer experience, loyalty, dealerships, customer satisfaction, communication, Aftersales, automotive, customer relationships, service, digitisation, automation
What with lockdown and the post-lockdown surge of business, it may be that you haven’t had the time to think about promotions for a while — or needed to. And that’s fine, of course. But as competition starts to hot up, now would be a great time to revisit the topic and see whether you need to tweak your promotional strategy. Here’s why.
Topics: customer experience, dealerships, interaction, communication, Aftersales, buyer Journey, personalisation, customer relationships, service, digitisation, automation
We don’t usually like to throw around terms like “industry leading” and “first of its kind,” but our new report into how dealers communicate with customers is something pretty special. At least, we think so!
Topics: customer experience, loyalty, dealerships, customer satisfaction, communication, Aftersales, personalisation, customer relationships, quality, service, digitisation, coronavirus, covid-19, 2021 Dealership Customer Engagement Report
As life eases back to some kind of normal, many of us are catching up with jobs we’ve not been allowed to do — or simply put off — for too long. Things like getting the dog groomed, nervously opening up for the dental hygienist or an OMG-we’re-actually-going-on-holiday last-minute car service...
Topics: customer experience, loyalty, dealerships, customer satisfaction, communication, Aftersales, personalisation, customer relationships, quality, service, digitisation, coronavirus, covid-19, 2021 Dealership Customer Engagement Report
As we emerge, blinking, out of another lockdown, is this really it? Or are COVID-19 and its variants here to stay, requiring annual vaccines and regular lockdowns? The truth is, nobody yet knows.
Topics: customer experience, technology, dealerships, IT, dealer software, automotive, customer relationships, software, service, digitisation, covid-19
Research from Bumper reveals that 63% of car owners have delayed servicing and repairs due to COVID-19. Now that restrictions are easing, are you ready to handle the influx of work while still delivering great service?
Topics: customer experience, loyalty, dealerships, customer satisfaction, communication, Aftersales, automotive, customer relationships, quality, service, digitisation, coronavirus, covid-19
Many dealerships look for digital tools that can handle a multitude of different tasks in their aftersales department. The simplicity and convenience of this approach are obvious – but is it a mistake?
Topics: customer experience, technology, dealerships, dms, IT, dealer software, automotive, software, CDK Global, service, digitisation
Vehicle health checks (VHCs) are valuable tools for aftersales departments. But there’s a world of difference between a good VHC and a great one. Digital tools may hold the answer.
Topics: customer experience, technology, dealerships, IT, Aftersales, automotive, software, service, eVHC, VHC
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.
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
With consumers already comfortable with subscription services in many areas of their lives, could their car be the next big thing?
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