Tag: experience
Report identifies six customer journey challenges the auto industry faces
Customer feedback and surveys have unveiled areas in the auto retail industry that need to change for a better sales experience as well as ownership experience. Some areas like a seamless transition in an omnichannel sales environment have seen great strides made while other areas of auto retail seem the same as they did decades […]
Did the pandemic shorten the path to a more transactional dealership...
Covid-19 hit like a shock wave in March 2020, shutting down dealerships, impelling them to adopt digital retailing (DR) as a low-touch transaction alternative...
Things to consider when hiring an inexperienced F&I manager
Staffing the F&I department can be a tricky minefield to navigate. Do you hire from within and train someone up from sales or do you go to an outside hire, poaching from another dealership to make sure you have someone with experience? Both of these scenarios are fairly common in the industry, but it ignores […]
Why soliciting reviews is a solid business plan for dealerships
The digital automotive marketplace and solutions provider Cars.com has hit a milestone, achieving 10 million customer reviews for local dealers on their platform. For the month of March 2021 alone, almost 140,000 reviews were posted by consumers as the digital retailing model continues to be popular, a full year after COVID-19 restrictions all but forced […]
Ways to effectively market your dealership
Marketing and advertising your dealership can sometimes get complicated. Do you do TV commercials or YouTube? Is online important, or should you ignore it? What about the budget? Often, effective marketing isn’t about traditional marketing at all. It’s about who you are and what the customer experiences when they contact you. Let’s look at that […]
Coach, Consultant, and Mentor: How they differ and why it...
It seems as though we confuse the differences between coaching, consulting, and mentorship. It’s completely understandable because I often see websites, posts and articles of self-proclaimed “coaches” who offer consulting services. If you call yourself an expert and coach in the same breath, it just means that you need help with some clarification. If we […]
Three trends in digital engagement that will impact the auto...
2020 was a disruptive year for many industries, including the automotive industry. Car sales were down by an estimated 15 percent in 2020, mostly due to the economic shock of the pandemic in the spring, with shutdowns and other challenges limiting inventory and consumers wary of spending. However, the last quarter of 2020 saw impressive […]
Top four opportunities in driver’s experience for automotive manufacturers
There’s a lesson to be learned from Tesla and its ascent to the status of most valuable car manufacturer in the world. The leapfrog, often experimental progress made by Tesla and CEO Elon Musk, is based on select few methodologies that originate in the world of software development. As we look at the top four […]
Trim the time in the F&I office for improved CX
An extended in-dealership visit continues to be a pain point for car shoppers with the finance and insurance process often dominating the clock. One customer recounted their recent experience buying a vehicle from a prominent Ford dealership with CBT News – a dealership experience that was generally positive but still far from perfect. Of their four […]
Rethinking the test drive to unlock new revenue
There’s no doubt COVID-19 accelerated automotive retailers’ digitization efforts. Evolving consumer preferences for personalized, on-demand service that doesn’t require a dealership visit mean the retail environment now covers a lot more ground. However, the car buying experience is still very much that; an experience. The ability to experience a potential new vehicle; the performance and handling, the body lines, the in-car technology, […]
