Any issue, from a finance complaint to a nationwide recall, can damage a dealership's standing if mismanaged, but handled well it can enhance your reputation
From sponsoring sports teams to raising money for charity, car dealers who ‘give back’ to their local areas say the rewards go far beyond the commercial
Car dealers do not yet offer the slick efficiency of Amazon and Apple.
Glyn Hopkin MD Fraser Cohen says centralised management and beating customer expectations allowed the dealer group to keep standards and profits high as it grew
Live chat can extend a car dealer’s ‘opening hours’, better qualify prospects and increase customer satisfaction, but it takes hard work
Sebastiano Fedrigo, FCA service, parts and customer care director, on how urgency drives the best results and why he is still amazed by Spotify.
Going the extra mile for used car customers can make a world of difference to your business, and it’s often not expensive or complicated.
Monitor, manage and engage with feedback in customers’ car reviews, wherever they come from
Customer satisfaction index surveys divide opinion among car dealers and carmakers. Like it or loathe it, CSI is changing
People who have previously bought from you often provide the best marketing, but do your customer reviews tick all the right boxes?
Every consumer is different, and dealers’ approaches to them vary, but AM's Dealer Masterclass outlines the fundamental practices to improve your service.
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.
