Are you winning the loyalty battle?

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It’s a competitive market out there… One that we haven’t seen in a long time. That means the loyalty aspect of the car buying process is critical, especially when your dealership is vying for a share of what’s being called by some, a “flattening market.” Jim sat down with Steve Had, VP of Sales and Marketing Solutions with IHS Markit, to get his take on maintaining customer relationships. Hear why Steve says that looking for new insights to capture the attention of customers may be as simple as just picking up the phone.

Steve will be a speaker at the Automotive CX Summit, June 20-21st at the Ritz-Carlton in Marina del Rey, California.

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  1. So true. The only real differentiator is the experience the customer has before, during and after the purchase. Customers want to connect emotionally on some level. How the dealership brands themselves is vital – What are the core values and do they reflect that withing the experience but branding should equally be about how the sales person brands himself. What makes him different to the sales person down the road. Are you throwing sales people into the deep end and telling them to swim or are you giving them solid training, honing their skills and working with their personal brand? Another thing that sales people are generally bad at is the follow-up. Do they have a follow-up system that works for them and draws customers back in or are they even bothering at all? Are they trained on follow-ups?

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