(Article first appeared on AutoSuccess Online’s November 2023 Edition) Digital natives were born into a world filled with rapidly advancing technology, and as a result, they are unlike any consumer group that came before them. Understanding who digital natives are, how they think, and how to effectively engage with them is critical for dealers looking to thrive in a modern …

Unfortunately, the automotive industry customer experience (more specifically, automotive retail) of many car buyers is not often fondly remembered. When one thinks of top notch customer service, their mind might go to luxury dining. Their mind might even go to a grocery store (we’re thinking Publix!). The automotive customer experience doesn’t share a positive association with these, however. When it …

The modern customer experience goes well beyond in-person interaction. Considering there is an up-and-coming generation of car buyers who were basically co-raised by technology (Gen Z, sometimes called digital natives!), a new avenue other than walking through the front door needs to be considered to meet these unique customer expectations. Additionally, because of the pandemic, many people started seeing the …

While your sales and service teams may do a fantastic job greeting customers and creating that initial relationship in the dealership, the follow-up after may be lacking.  Also, those shoppers that have not yet made the decision to visit you require timely, tailored attention. Digital natives, like Gen Z, are more comfortable navigating online. This is where a quality BDC …