The challenges of using social media to talk to customers

Posted by Jon Oxtoby on 15-Feb-2021 10:00:00

Instant messaging could help dealerships communicate better with aftersales customers, and so increase customer satisfaction. But how do you deliver that service? Social media is one option – but is it the right way to go?

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Topics: customer experience, technology, dealerships, customer satisfaction, interaction, communication, online, digital, social media, Aftersales, Customerlounge, automotive, consumers, dealer, convenience, digitisation, Facebook, conversation

3 ways your service advisors can achieve faster response times

Posted by Jon Oxtoby on 08-Feb-2021 11:22:35

Whether it’s instant messaging apps, mobile games designed to keep users hooked with constant rewards, or watching the likes rack up on a social media post, humans are becoming less content to wait for a response.

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Topics: customer experience, technology, dealerships, customer satisfaction, interaction, communication, online, digital, Aftersales, Customerlounge, automotive, dealer, convenience, digitisation, conversation

Are you providing customers with all the info they need?

Posted by Jon Oxtoby on 01-Feb-2021 10:21:01

What information does a customer need when they bring their car in for a service, an MOT, or a repair? Back in the day, all they needed was the information on the work you did, and the invoice. But these days, customers are expecting rather more.

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Topics: customer experience, technology, dealerships, customer satisfaction, dealer management, interaction, communication, online, digital, Aftersales, Customerlounge, automotive, consumers, dealer, convenience, digitisation, eVHC, MOT, conversation

3 ways to deal with customers who want their car NOW

Posted by Jon Oxtoby on 26-Jan-2021 09:14:37

How many times per week do your service advisors have to deal with customers who expect their car to be ready earlier than it is?

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Topics: customer experience, technology, dealerships, customer satisfaction, interaction, communication, online, digital, Aftersales, Customerlounge, automotive, consumers, customer relationships, dealer, convenience, digitisation, retail, trust, transparency, conversation

Powerful new reporting features arrive in CustomerLounge

Posted by Jon Oxtoby on 20-Jan-2021 11:05:41

CustomerLounge dealers can now generate reports that give powerful insights into their dealership from one easily accessible location.

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Topics: customer experience, technology, dealerships, customer satisfaction, revenue, interaction, communication, online, digital, feature updates, Customerlounge, automotive, consumers, customer relationships, software, dealer, convenience, digitisation, trust, transparency, 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

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