15 December 2020
Gaining customer loyalty is important to the long term success of your dealership. Thankfully, there are several ways to get there. Here are a few.
1. Use the right product to target the right customer segment
To target your customers with the right product, keep the following in mind:
a. Know your audiences: Segment your audiences and research audience expectations. Once that is accomplished, figure out how you can meet these expectations. Make sure that your value-proposition is unique, when compared with the competition.
b. Address customer pain points: Determine the pain points of your audience segments. This will help you to work on the improvement areas and enhance your communication with them.
c. Choose the right channel: The last and final step is to connect with your customers on their preferred communication channels - email, chat, SMS, social media, etc.
2. Follow up with your customers
Once customers leave the dealership, keep in regular touch. Follow up by sending emails of your newest vehicle launches, discount offers, and other updates.
3. Nurture your employees
Loyal employees mean loyal customers. If your employees feel happy working for the dealership, it will reflect in their interactions with prospects. Remember, dedicated employees ready to run that extra mile to satisfy customers are one of the most valuable assets of your dealership.
4. Leverage social proof
Social proof is an incredibly powerful marketing tool. It is always a great idea to promote all your positive customer reviews across social media.
5. Reward loyalty
Dealerships spend so much effort in acquiring new customers that many have hardly any time left for their existing customers. This is not going to take businesses anywhere. Always aim to delight loyal customers by offering them special incentives or rewards.
6. Respond promptly
More than 82% of consumers expect an instant response to their queries. Customers have immediate needs, and they want dealers to offers solutions immediately. Try to respond to customer queries inside 6 hours.
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