Auto Dealerships’ Online Shopping Experience Fail to Meet Customer Expectations, Affinitiv Study Finds
“To meet customer expectations, auto retailers must evolve their shopping experience to match the precedent set by retailers in other industries,” said Doug Van Sach, Affinitiv’s vice president, strategy & analytics. Affinitiv’s survey found that the online shopping experience offered by dealers falls short in three key areas.
Key Areas Identified to Improve Customer Phone Experience
Study shows the average answer rate in dealerships is 95%, with only 83% of shoppers being connected to a live person.
Dealer.com Improves Car-Buying Experience for Customers Through Premier Digital Storefront Solution
The solution increases transparency and improves trust between the dealer and customer to ultimately drive engagement, deliver stronger leads and increase sales.
Autotrader Drives Customer Engagement, Delivers More Leads with New Personalized Digital Car-Shopping Experience
Dealerships who use Digital Retailing on Autotrader have an advantage by offering their consumers a better way to begin their purchase online and build a positive relationship right from the start.
AutoLoop Identifies Three Pitfalls in the Auto Retail Service Experience That Drive Customers Away
Dealerships lose more than $40 billion every year to customer defection. To find out why, AutoLoop surveyed more than 1,000 auto consumers and 100 auto dealers and discovered dealer shortcomings in three key areas: meeting consumer expectations, providing key services that keep customers engaged and focusing on the overall customer experience.
Podcast: Improving the Customer’s Call Experience
Michael Markette, partner of Market Tech Consulting, joins us to discuss how to improve the customer experience at your dealership with call connectivity.
Understanding Your Market: Insights on Customer Retention and Conquest Opportunities
Brand retention and defection numbers can be tough to look at, but they can be a great guide to finding new customers.
Unleashing the Power of Customer Data with CRM, AI and Analytics
From the moment a potential buyer expresses interest, to post-purchase engagement, every interaction can be optimized for a seamless and personalized experience.
Jonathan Jackson Takes on Chief Experience Officer Role at TotalCX
Jackson brings in-depth knowledge of automotive technology needs, dealership operations as well as dealership client management.
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.
