Our insights

Informed opinions, detailed analysis and industry news for automotive retailers who want to create world-class customer experiences.

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GDPR and your dealer software 1

16 May 2018

GDPR and your dealer software

The new data protection regulation is just around the corner so everyone’s asking the question “Are you ready?”. Despite being quite ominous, the question is an important one. Dealerships hold a lot of data in their CRMs and DMSs and there needs to be a few changes before the 25th May.

16 May 2018

Are you making the most of your face-to-face customer interactions?

Face-to-face interactions are far less frequent in our digital world. But face-to-face interaction cannot be beaten in terms of delivering customer service, we’re all humans and have a basic need for connection and relationships. This will always be the case.

16 May 2018

Customers have the final say when it comes to dealer revenue

When it comes to your dealership I know you’re looking to drive engagement, revenue and ultimately retention, and service is where it all happens- that’s where the margin is. Take the diagram below for example, service allows you to make the margin profit, which drives customer loyalty and loyalty drives repeat sales. But for all this to happen customer experience is key.

15 May 2018

5 top tips for looking after your DMS

When it comes to DMS systems, there’s no questioning their value to dealerships. That’s why I’ve created this short blog that outlines some tips that will be useful when it comes to looking after your DMS server.

15 May 2018

How do you increase customer loyalty in aftersales?

I know that enhancing the ownership experience for your customers is a key priority but the modern customer has higher expectations. They now require and expect immediate information, personalised services and offers and consistency, which is imperative to the customer-dealer relationship.

13 Mar 2018

How to use big data to influence your customers

Are you taking advantage of big data within your dealership? Chances are you use data to inform car design or technologies within the dealership, but what about your customers?

12 Feb 2018

How to increase customer retention in 2018

There’s endless content and conversation on customer retention in the automotive industry. This is why it’s so surprising that there’s still core issues here. As we all know, retention depends on customer experience as the experience determines customer satisfaction.

12 Feb 2018

Getting the best value out of your CRM

For your dealership to be successful, the customer comes first and they expect their customer experience to remain consistent. So, managing that relationship is key. In the automotive industry, this can be seen as a challenge as your interaction with the customer isn’t regular- car purchases or upgrades happen every few years and services are roughly on a yearly basis. Plus, with the influx of new technology and the digital world we live in, trying to get the customers attention isn’t as easy as it once was.

31 Jan 2018

Customer experience: going beyond new car registrations

August 2017 saw 76,433 new car registrations according to the SMMT. With this volume, your dealership was no doubt super busy trying to close deals. But, this is just one aspect of the sale, what about customer retention? This is surely key to your revenue and growth?

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