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.
During our work in the motor industry over the past 10 years, our specialist customer experience consultancy, Experience Insight, has developed a process which helps us to accurately profile customer experiences and the factors that influence decision making and purchasing.
Dicksons of Inverness were named Kia Motors UK’s Dealer of the Year as the Korean brand recognised the best performers in its 187-strong network.
What do car dealers need to know to use social media effectively and efficiently? We ask eight experts for their best practice advice.
Research into motorists’ spending habits has revealed that most will buy 14 cars and spend a total of £212,904 running them during their lifetime.
Product innovation and expansion into new areas are stimulating growth in the industry – and bringing consumers back into dealerships in the process.
Mitsubishi Motors has targeted better communications with its customers after recruiting a new customer services manager.
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.
CitNOW has delivered a series of training workshops to Skoda retailer across the UK to help them maximise their use of the company’s innovative video technology.
Independent car dealers rely on repeat business, making managing customer relationships crucial.
For car dealers to be continuously successful, their customers have to have a satisfying experience at each stage of the sales process – from when they first research a vehicle online, through to when they step into the dealership and drive off after their third service.
The automotive industry is getting worse at treating customers well and is has come bottom of a league table for the best service and customer experience.
Online reviews give your business the opportunity to promote its areas of excellence and to fix any areas where customers find it lacking.
Land Rover has topped the automotive brands featured in the annual UK Customer Satisfaction Index (UKCSI) for 2016.
Staff at Volkswagen Van Centre Bury St Edmunds have celebrated reaching the top of the network’s league table for customer care.
Park’s Motor Group’s McLaren Glasgow dealership has been named as McLaren Retailer of the Year 2015 after just twelve months of trading
Macklin Motors has won Peugeot's Guild of the Gold Lion Award after customers voted it one of the brand’s top UK dealerships.
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.
