Regardless of why a customer is calling, it’s important to remember that what they’re really in the market for is an outstanding customer experience. If they feel valued and respected during every interaction with your dealership––including while on hold––they will be far more likely to reward you with their business.
In today’s saturated market it’s more difficult than ever to stand apart. That’s why, beyond vehicle sales or service, you should be selling unparalleled customer experience (CX). Gain a key differentiator over your competition with a few CX basics. Here’s a quick look at what nailing it looks like––and what to avoid.
Every individual is unique, and your marketing should be too. Using third-party data is a very cost-effective way to make your marketing campaigns more timely, relevant and customized—all of which returns a higher response rate and ROI.
As front-end gross margins continue their decline, savvy dealers must rely on fixed ops for future revenue growth. But you can’t expect growth doing business the same old way.
one of the main obstacles to growth is an overreliance on service absorption as a key performance indicator to measure service profitability.
While it’s nice to have room in your shop’s schedule to handle walk-ins and other unexpected work, a service lane no-show isn’t the ideal way to get that extra time. Rather, no-shows throw everyone off and can take quite a toll on both your shop’s workflow and your bottom line.
Just what is fixed absorption rate, and how is it calculated?
CEO & Executive Chairman Scot Eisenfelder explains why customers defect in service in this video blog.
Though every vehicle today comes with a recommended maintenance schedule from the manufacturer, many consumers don’t follow them. What’s worse, some may not even know they exist!
Sales and service conquest campaigns can be an effective way to attract new sales and service customers.