All In: Five Game-Changing Tips to Deliver the Ultimate Customer Experience - AutoSuccessOnline

All In: Five Game-Changing Tips to Deliver the Ultimate Customer Experience

Customers are changing the game for businesses everywhere by demanding higher-quality experiences, quicker feedback and more informed professionals than ever before. In fact, while dealerships of the past may have depended heavily on vehicle inventory, features and service to draw shoppers in, it now takes much more. Consumers are on the lookout for businesses that stand apart from the rest by offering innovative experiences focused on their unique wants and needs in the marketplace. By changing up the ways you meet customer expectations, you can ensure your dealership enjoys success in an increasingly crowded marketplace.

But how are you supposed to provide a seamless, tailored experience for every shopper? It’s a fair question, especially since you likely do business with a wide range of consumers. From Gen Z (just beginning their automotive shopping experiences) to Baby Boomers (experienced vehicle shoppers) and everyone in between, you’ll be challenged with meeting a wide variety of customer needs.

Read our entire issue – Click here


Know Your Shoppers In order to deliver an experience your customers will love, you must first get to know the individuals who are shopping with you and understand what they’re looking for. Everyone arrives at your dealership with different expectations — and this leaves you and your team with some homework. Be sure to dig in to all the data that’s available to you and gain all the insights you can about your customers. After all, the more you know about the shoppers visiting your dealership, the more likely it is you’ll be able to offer them exactly what they’re looking for.You can make sure you’re delivering an over-the-top customer experience and exceeding expectations by challenging your entire team to consistently:

  1. Be great listeners. Your customers have a lot to say, especially on social media, so this means your team needs to keep their eyes and ears open, both at the dealership and online, when consumers are talking about their automotive needs, concerns and preferences. Consumer insights offer a direct, inside line of communication to exactly what shoppers are thinking — and for your sales team, this is like striking gold.
  2. Gather and consolidate data. Data is everywhere. There’s a wealth of it in your CRM, and as you read this article, it’s piling up on social sites as shoppers chat, share insights, complete profiles and update their timelines. Encourage your team to be on the lookout for data wherever consumers are sharing — and then ensure everyone is consolidating and organizing information so it’s easily accessible when it’s needed.
  3. Personalize transactions. From personalized emails to direct phone calls, today’s consumers respond better when they know you’ve gone out of your way to interact with them personally. And don’t forget to take your customer service online. Shoppers are increasingly turning to social platforms to ask questions or leave feedback, and when you respond promptly and directly to individual posts, consumers will notice.
  4. Ask the right questions. Shoppers want to let you know what they love — as well as what could be improved upon. If you’re not getting the information you need, try asking in a different way. Consider online polls and surveys, or try adding a questionnaire to your Website. Don’t be afraid to change things up and ask questions in an innovative format in order to gain valuable consumer insights that will help your dealership.
  5. Embrace customer feedback. Whether it’s good, bad or indifferent, all feedback is useful to you, because it gives you an opportunity to reach out and connect with customers, as well as future shoppers. Remember: Your responses to online feedback are seen by everyone, so it’s your chance to shine as a customer-service pro by offering positive solutions and assistance for every situation.

Dealerships have long been saddled with the reputation of having slow processes and less-than-ideal communication, but with today’s technology and insights, you’re able to offer exactly what shoppers are looking for — innovative, positive buying experiences; insightful, up-to-the-minute data; and a knowledgeable team who’s focused on getting to know every customer. With all these things going for you, your dealership can offer exceptional shopping experiences. Sure, customers may have changed the game and raised their expectations — but there’s no doubt about it; with innovative thinking and a few new strategies, your dealership’s in it to win it.

Read our entire issue – Click here
VIEW ALL ARTI

You May Also Like

Google Analytics for Dummies

GA4 can help you understand which marketing sources drove traffic to your website, allowing you to compare one to another.

Google Analytics for Dummies A Simple GA4 Guide for Non-Analytics People

A Simple GA4 Guide for Non-Analytics People

G4? GA4? Google Analytics? Are they all the same, and how do they relate to the metrics my website vendor sends me? 

First off, I don't sell any products related to analytics or analytics consulting. Our company does help our dealer partners with this area, but this article is purely intended to inform, and I don't have a dog in this fight. My product is in the digital marketing realm, so we interface a ton with analytics. Moreover, I get dozens of analytics questions every day, and there’s understandably a lot of confusion about this topic.

Riding the Wave of Innovation: How Advanced Data Tools Are Transforming Automotive Appraisals

The ability to customize appraisal tools according to specific dealership needs and market dynamics ensures that appraisals are closely aligned with strategic goals, giving dealerships a competitive edge.

Riding the Wave of Innovation: How Advanced Data Tools Are Transforming Automotive Appraisals
Selecting the Ideal Car Lift for EV Servicing

When choosing the right car lift for servicing electric vehicles there are several key factors to consider.

Key Factors in Selecting the Ideal Car Lift for Electric Vehicle Servicing- Coats
Exploring Educational Opportunities with NADA and ATD

The comprehensive NADA and ATD programs, complemented by an extensive array of resources, foster excellence and innovation within the automotive retail landscape.

Exploring Educational Opportunities with NADA and ATD
F&I 2024 Dealer Outlook: How Online Options Will Help Dealers Better Serve Customers

Dealers must find ways to maximize F&I sales opportunities, because in this highly competitive landscape, dealerships rely on the sale of these products to enhance their bottom line and remain competitive.

F&I Outlook from Protective Asset Protection

Other Posts

Critical Thinking with the Genius Club

A lack of critical thinking is responsible for the success of every con that reaches epic proportions. We must think critically to protect ourselves from evil geniuses.

Critical Thinking with the Genius Club - Remora
Hybrid Intelligence: The Seamless Fusion of Human and Artificial Minds

Learn how Hybrid Intelligence hasn’t just turned this dealership around, but has set it on a path to unprecedented growth and success in a challenging market.

TECOBI, artificial intelligence, Hybrid Intelligence,
Unlocking the Value of Your Data. Don’t Let it Go to Waste.

Explore expert Bobby Gaudreau’s insights on overcoming data challenges in auto dealerships, focusing on CRM and DMS optimization for marketing success.

Unlocking the Value of Your Data. Don't Let it Go to Waste.
Ashlee Church: #NotLikeTheOtherGuys

This dealer is following her arrow and bringing change to the auto dealer industry.

Vehicle Care RockStar Ashlee Church