Joanna Swash, Moneypenny’s managing director, explains why outsourcing overflow calls to trained handlers makes sense for dealers.
Even with a warranty, customers can often be upset their car needs repairing, but a prepared dealer can make the experience positive and painless for everyone.
What do car dealers need to know to use social media effectively and efficiently? We ask eight experts for their best practice advice.
Product innovation and expansion into new areas are stimulating growth in the industry – and bringing consumers back into dealerships in the process.
Easy-to-shoot, high-quality videos are vying with professionally taken photos as a method of engaging customers.
First appearances matter – never more so than when buying a car. That’s why valeting firms are in such high demand.
Independent car dealers rely on repeat business, making managing customer relationships crucial.
Online reviews give your business the opportunity to promote its areas of excellence and to fix any areas where customers find it lacking.
Personal attention, engaged staff and a few tricks from the hospitality industry will keep customers coming back, AM Customer Service Summit delegates heard.
Most customers make decisions they cannot affect and learning how to nudge their thought processes can give dealers an edge, says Susannah Schofield.
Targeting specific types of customer with specific deals saves time and money and boosts conversion rates. We ask dealers how they aim their marketing budgets
A good procedure for dealing with disgruntled consumers has always been advisable, but legislative changes have now made it a necessity for car dealers.
Keep costs low, utilisation high and manage buyer expectations, former BMI Baby MD David Bryon told the AM Executive Breakfast Club.
Dealers need to meet consumer expectations to see off the fall in aftersales revenues.
Ford MD Andy Barratt says a broad range and constant innovation help its dealers a lot, but customer loyalty is key
Car dealers who offer own-brand service plans have a valuable new option with which to entice customers.
A poor online experience could be driving your customers to other car dealerships.
“Whoever the customer is, we treat them with complete equality,” says Porsche Retail Group director Ade Smith.
Car dealers need to break down customer service into product, environment and service and then get the balance right, says Jo Moran, M&S customer service head
Automotive Management quizzed car dealers to find out how they make their customers feel extra-special.
Follow our 10-step guide to manage and enhance your dealerships' customer relationships
Grants Seat's line managers are shielded from administration to concentrate on customers.
Executive Breakfast Club is told how customer relationships have been key to success.
Customer loyalty is strong at this co-operative, thanks to a membership totalling 300,000
