(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 …
Original Source: Digital Dealer | From Chat to Checkout: Optimizing the Digital Retail FunnelBy Carol Marshall, COO, ActivEngage, Inc.In the ever-evolving automotive landscape, auto dealerships are embracing the potential of online digital retail tools to enhance the car buying journey. Cox Automotive’s 2022 Car Buyer Journey Study reveals that an impressive 81% of car shoppers acknowledge the significant impact of …
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 …
Your service department makes a lot of money for your dealership. In fact, that’s true for most car dealers (with a service department). Due to the continued need for regular maintenance, oil changes, and whatever other vehicle service you can think of, your service bays are a constant source of repeat business for a car dealership and is no small …
In an era of cost-cutting automation, don’t lose sight of customer conversations. It can be easy to be tempted by possible savings when faced with the option to use a bot/AI. The reality is: You may be compromising earnings, both in the short and long term, by ignoring the great customer satisfaction that comes from having meaningful conversations that encourage …
To non-dealership folks and those not well acquainted with the automotive industry, selling cars might seem like the most significant revenue generator and the most profitable part of the whole operation. After all, the lots are lined with tons of cars (well, at least they used to be). But while it does make up a large percentage of dealership profit, …
We know what you’re thinking. “That title is a little on the nose.” Maybe you aren’t thinking that. But if you are: You might be right! This is less of a blog and more of a “tooting our own horn” opportunity. Well, less tooting our own horn and more showing some of our great dealership partners tooting our horn. (On …
