Email communication has a lasting effect on your customers. The effort your business puts pours into them can make or break your customer loyalty. Many businesses tend to focus on the overall transaction, overlooking the small details, and diminishing the customer’s experience. These small but important details could be as simple as misleading or poorly[…]
The buzz today among vendors in the automotive industry is all about making the car buying transaction faster and more convenient for the consumer. I get it. Consumers think it takes too long to buy a car, so technology companies are inventing ways to trim down that transaction time. Sure, it may make car buying[…]
Texting is by far the most popular form of communication for consumers – especially with younger generations. However, because of the many compliance rules and laws that have to be followed, many dealers are hesitant to adopt text messaging — they simply don’t want to risk it. Consumers prefer to communicate via text because it’s short, to the point and non-intrusive. Have you ever[…]
What would you do if a customer was injured at your dealership and you were at fault? I don’t mean serious injury or anything like that. Perhaps just a bump or scrape? Most businesses would apologize or, at the very least acknowledge the mishap to the customer. Perhaps send some flowers or a gift card.[…]
There’s a big push in our industry right now to bring as much of the car buying process online as possible. Startups are entering the space believing that consumers want this ability and automotive vendors of all sizes are creating products to facilitate that. However, some dealers are afraid to adopt these solutions for fear[…]
Many businesses, including the automotive industry, have a strong focus on creating a better customer experience through technology. In fact, technology has transformed the customer experience across all industries. Consumers can buy a multitude of products online and have them delivered, in some cases, in an hour. Technology has even advanced to the point that[…]
You may think that simply because you offer an excellent customer experience, your customers will be loyal… but what is really happening? Is it possible that YOUR definition of a great customer experience differs from your customers? A recent article on Business2Community covered how a study by American Express of 11,000 people across the globe, found that[…]
If you work in a dealership, my bet is that you are either celebrating because you exceeded your goals, are breathing a sigh of relief that you met them, or are extremely nervous because you didn’t. This time of year is generally crammed with reports, RDRs, OEM face downs and accountability. It is also the[…]
It’s getting more difficult to earn and keep loyal customers. Consumers these days have so many choices for their shopping needs that it only takes that deep discount, or shiny bauble, to lure them to your competition. As businesses scramble to create positive customer experiences by ensuring superior customer service, consumers increasingly realize they are[…]
Earning customer loyalty in today’s society is especially tricky. As almost every retailer now has a loyalty program, it’s difficult to stand out and make your customer truly feel special and appreciated. Earning loyalty isn’t simply about giving something away. It’s about creating and nurturing a relationship that builds a brand advocate who will continue[…]