Consumer preferences are evolving, forcing a disruptive transformation in the way dealerships sell and service vehicles. Being able to meet, and even exceed, customer demands will drive customer satisfaction and CSI scores for your dealership.
According to a recent J.D. Power Study, satisfaction is 75 points higher (on a 1,000-point scale) among customers who have an all-digital experience, compared with one that is all analog. Customers prefer to schedule service via the internet and communicate with the dealer through text messages, rather than doing those tasks via phone.
The study also notes that customer satisfaction increases even further when a service advisor uses a tablet during the service visit. Happy customers translate into repeat customers.
Carlisle & Company found that satisfied service customers are 36% more likely to purchase a vehicle from the same brand.
This session will explore five ways that your dealership can win at customer experience in the digital age.
Primary Learning Objectives:
- Learn how to identify the gaps in your dealership’s digital transformation and calculate the impact on the business caused by gaps and breakdowns in your current processes.
- Learn how to address the gaps and enhance the customer experience while increasing throughput, capacity and parts and service revenue.
- Learn how to implement a plan to improve the experience at every single touchpoint with the customer to drive customer satisfaction, retention, and brand loyalty/repurchase.