30 December 2019
1. Know Your Customers Well
your auto dealership is better aware of the needs of your customers, then you
will be able to better connect with them.
of the best ways to do this is to segment your customers and create personas,
which help in providing a good customer experience.
2. Build Emotional Connections
with Your Customers
how? If your customer has come back with concerns about their car or service, listen
patiently and fix the issue ASAP. Then, send an Apology Note for the trouble that
they went through.
like this help to connect with customers and build customer loyalty.
3. Pay Attention to Customer
it a habit to take customer feedback after every sale and service.
alone can take you a long way. Customers
with positive experiences are likely to give you a good review which helps with
marketing and reputation management. As for customers with negative experiences,
you will know about it when it is still possible to make things right and
prevent serious damage to the dealer reputation.
Apps like Buyerater can make the
entire process easy and help you publish great reviews every day.
4. Executing Change
customer feedback also acts as a good early warning system that can expose
hidden chinks in dealer operations and customer facing processes. Make sure that you respond to your customers and
act expeditiously when systemic changes are required.
5. Focus on Customer Service
car dealership should be easily available to your service customers 24/7.
tools like web chat or social media chat can be enabled and supported to
provide instantaneous service to service customers.
6. Ease of Use
over 90% of your customers interacting with the dealership online, your car
dealer website is a pivotal customer touch-point.
mobile compatibility, and seamless navigation. In just a few clicks, your
customers should be able to get what they came looking for.
7. Measure Your Business
measure your results. Try Net Promoter Score (NPS), a customer experience metric,
to measure the success of your strategy.
more information on the designing of your auto dealership’s customer experience
strategy, Contact Us.