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.
Measuring staff, not customer, satisfaction may boost service levels, writes Prof Jim Saker.
Clive Brook Volvo put a selection of the Swedish brands vehicles to the test on a tough off-road course in Yorkshire – and invited 100 customers along for the ride.
Following a trip to this year’s annual NADA convention in Las Vegas, chief executive of The Lead Agency, which owns CarKeys.co.uk, Anton Hanley saw how the need for face-to-face interactions in the car buying process is even more limited than in the UK.
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
Mazda UK has brought its customer relations offering in-house, officially opening a new call centre within its Dartford headquarters.
A good procedure for dealing with disgruntled consumers has always been advisable, but legislative changes have now made it a necessity for car dealers.
AM today announces the launch of a brand new conference for 2016 - the AM Customer Service Summit on April 14 will help dealers exceed consumer expectations.
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.
Peter Watts, Motors.co.uk director of dealer insight, is offering tips for retailers over Winter season.
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.
Nissan is extending its You+Nissan customer service scheme with two separate aftersales initiatives previously only available in some locations.
Only the insurance sector scores lower than the automotive industry in terms of providing the best service and customer experience.
Van dealers have been accused of having an ‘unhealthy focus’ on price that is damaging the quality of stock and customer service standards.
The quality of customer service provided by car brands has gone into reverse.
Innovation is a crucial touch point and with the increased chatter of driverless and electric cars increasing in popularity, customers have never had it so good.
Dealers should turn their back on customer satisfaction in order to boost loyalty, according to Professor Jim Saker.
Volvo’s car service network is the most satisfying in the UK, according to the latest JD Power 2015 UK Customer Service Index Study.
Vantage Motor Group may roll out a network wide sign language workshop to help communicate with customers with hearing problems.
