Expert speakers at this year’s AM Aftersales Conference explain ways franchised dealers can make their workshops more efficient, broaden their customer base and deliver a great experience, physically and digitally, that will encourage loyalty and repeat business.
To gain a true picture of an individual customer and to maximise response rates to communications, dealers need to combine a variety of data sources, including the manufacturers’ information, according to a workshop led by Eclipse Marketing’s client services director Barry Nielsen.
Franchised dealers should widen their servicing net to other brands as all manufacturers make their technical information available, says Malcolm Rixon, Autodata technical liaison and licensing manager.
The increasing presence of a more professional independent sector will help raise the perception of automotive retail as a whole, according to the Independent Garage Association (IGA).
Ridgeway aftersales director Richard Spencer and Alistair Horsburgh, chief executive of CitNow, outlined how video increased the numbers of customers approving urgent service and repair jobs.
Nissan has launched tis Nissan Service Care fixed price service and parts package on certain new and used models across its dealer network in the UK.
Dealers can take on the fast-fit chains, GForces’ head of retail Paul Hilton told a workshop on marketing and selling aftersales products and services online.
Technology will continue to transform servicing departments in the automotive retail sector and dealers should not underestimate its impact, according to Dr Martin Leach, Magma Group chairman.
Moving on from manual aftersales systems is paying off for some car dealers and their customers.
Hyundai now enjoys a 3% market share - aftersales director Nick Tunnell said retaining its customers through aftersales was identified as imperative if it was to achieve its volume aspirations.
Daily targets and a focus on every individual have driven Rybrook Warwick BMW, the AM Awards winner for Excellence in Aftersales, to global success.
Karl Davis, Coachworks Consulting managing director and a former car dealer, believes aftersales departments need to look at the basics and “ditch the desk” to get the most from their teams.
Ex-Army mechanical engineer John Cameron has taken the mobile SMART repair Revive! franchise in East Lothian.
The Institute of the Motor Industry (IMI) is on a mission to create a ‘common currency’ for managerial and leadership training among automotive retailers, says chief executive Steve Nash.
Lifestyle Europe put human resources manager Helen Farrow in charge of its customer contact centre to grow service business and customer satisfaction across the group through engagement
Lookers technician Ben Allcorn at Mercedes-Benz of Brighton has been named Technical Apprentice of the Year at the brand’s awards ceremony.
GForces’ group strategy director Tim Smith applied lessons from Canadian ice hockey player Wayne Gretzky, CEO of General Electric Jack Welch, inventor Thomas Edison and fictional proprietor of Fawlty Towers Basil Fawlty to illustrate best practice for aftersales online.
Mid-sized players in the UK aftersales sector face the greatest risk, as large groups focus on customer retention and small owner-operators attract bottom-end business, according to ICDP managing director Steve Young.
Some of the best selling cars have a one-in-four chance of failing their first MoT, according to data published today.
Santander Consumer Finance (UK) and service plan provider Emac are pleased to announce a new partnership, designed to widen dealer access to the customer retention tool through the retail dealer network.
