CitNOW has refreshed its annual awards programme with a renewed focus on dealers’ digital communications.
The new Digital Spotlight Awards features seven new categories and a people’s choice award. Nominations are now being accepted from all motor retailers using CitNOW’s platform.
“As the industry’s only dedicated video awards, we want to celebrate the best, most creative and most engaging personal videos made by automotive retailers,” said Alistair Horsburgh, CEO of CitNOW. “We are committed to supporting retailers and workshops as they turn to digital to adapt their communications in response to the current challenging trading conditions.
“We know from our recent research that retailers rate video as their most valuable digital tool. So, we wanted to take this opportunity to renew our awards programme and recognise how they are finding new ways to create outstanding videos and delight their customers. We can’t wait to see the entries.”
The refreshed awards programme reflects how digital communications are playing an increasingly important role in retailers’ strategies and processes, in the face of changing consumer behaviours and ongoing trading challenges.
A recent study by CitNOW found that car retailers rated video as the most important digital tool for dealership operations in 2020, with 79% of motor retail staff stating that they valued pre-recorded and live video ahead of their dealer management systems and social marketing platforms.
CitNOW has revised its awards categories to reflect the growing impact of digital communications on the customer experience at every stage of the vehicle purchasing and ownership journey. The ‘Best Vehicle Showcase Video’ and ‘Best Customer Delight Video’ accolades recognise the most informative and engaging vehicle walkaround videos, and celebrate sales staff who go the extra mile for their customers. Focusing on exceptional service in aftersales, the ‘Best VHC Video’ and ‘Best Diagnostic Video’ awards shine a spotlight on technicians who create the most outstanding and effective customer videos in the workshop.
Also new for 2021, the ‘Outstanding Customer Experience’ award recognises those who use CitNOW apps to achieve exceptional results, for example creating assets that increase customer enquiries from multiple channels or result in outstanding customer feedback. Meanwhile, the ‘Most Creative Video’ award recognises the most creative and engaging videos that make retailers stand out from the competition.
The new ‘Outstanding Digital Communications’ award is a nomination-based recognition exclusively for Groups and OEMs. It celebrates those networks who have successfully integrated CitNOW’s digital communication app(s) into their business processes. This might be through training programmes, driving video quality through training and incentives or introducing innovative new video purposes that enhance the customer experience - just a few examples of what CitNOW is looking for.
CitNOW recently announced the winners of the CitNOW Awards 2020. The winner of the ‘2020 Best Sales Award’ is Ashley Debell at Waylands Volvo in Reading, Berkshire, whose attention to detail combined with a knowledgeable introduction in his video stood out to the judging panel. The ‘2020 Best Workshop Award’ went to Louis Evans of SMC Ford in Gravesend, Kent for his thorough and easy-to-follow presentation in his workshop video.
The ‘2020 Most Creative Award’ was picked up by David Richardson and Mohammed Choudhury at Mercedes-Benz in Taunton, Somerset. The creative use of video and concise verbal descriptions to clearly demonstrate the click-and-collect car purchase and part-exchange drop off process helped the customer feel at ease, despite the Covid-19 restrictions in place.