The key to retention: consistent contact.
Customer Only | February 15, 2018
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A great customer experience is everything.
Creating brand loyalty in today's computerized world requires excellence and speed at every step of the automotive customer lifecycle, from first contact to repurchasing. If your dealership can't keep pace, we can guide you through a digital transformation to streamline your operations.
We provide a comprehensive and tailored solutions suite that converts manual tasks and face-to-face interactions to the digital applications you need to create a fantastic customer journey.
To stay top-of-mind with your customers, you need to keep in touch. If you have enabled automated trigger communications to launch automatically, you’re already taking advantage of a great asset for your dealership. This keeps your active customers engaged. However, to maximize your dealership’s reach and re-engage your inactive customers, consistent contact is key.
Our recent analysis showed that staying in regular contact with all customers helped boost retention and recapture inactive customers. And all at a greater rate than dealerships with lower reach levels. More reach means more retention, and more retention means more business!
Add Triggers to Your Marketing Mix for a Wider Customer Reach
With all the various triggers available, it’s easy for you to ensure your active customers receive the right offers at the right time. These include declined services, customer birthdays and anniversaries, and more – automatically. By targeting a highly-focused group, triggers reach about 1 in 4 customers in a 30-day window, effectively pulling in your active customers.
Your inactive customers may need a bit more push, and Essentials™ campaigns do just that. With about 50-60% email collection among customer databases, most email campaigns reach about 2 in 4 customers. Drive your monthly reach in a targeted way by adding additional media types, such as mail – and see your reach expand to 80% or more.
Track Your Success from Your Dashboard
Gain valuable insight into your reach and retention with the available 30-Day Reach widget. From your dashboard, you can quickly view the percentage of customers reached through different channels. You’ll see email, mail and phone, and how they compare against each other. You can toggle between customers that have been active in the last 2 or 5 years, and view the percentage of your database being reached. You’ll also see the amount of increase or decrease compared to the previous month via the main graph.
Engage more customers more effectively by staying top-of-mind with consistent Essentials triggers and on-demand campaigns. To find out more, or for any other questions on how to make the most of Essentials for your dealership, please reach out to your Performance Manager.