Our insights

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

Spark Plugs Full

01 Mar 2021

Rethinking the relationship between digital and personal

Many people argue that digital tools and services are inferior to the service that a genuine human being can offer. But the relationship between digital and personal services is more complicated than that.

24 Feb 2021

4 tips to make service more personal

83% of dealerships agree that customer satisfaction increases significantly when customers receive tailor-made services. How can aftersales teams deliver the personal touch at scale when they’re so busy all of the time?

22 Feb 2021

Let's talk about VHC

Vehicle Health Checks (VHCs) are a valuable tool for dealerships – but many aren’t taking advantage of them. In this blog we’ll explain how they can improve customer satisfaction and revenue in your dealership.

10 Feb 2021

Solving the constant communication problem

The way in which your customers want to communicate with your dealership is evolving – but that’s putting strain on your aftersales team. How can you satisfy customers without increasing pressure on your service advisors?

09 Feb 2021

What can car dealerships learn from phone companies?

On the face of it, mobile phone providers and car dealerships feel like totally different businesses. But when it comes to dealing with customers, there’s a thing or two that car dealerships could learn from phone providers.

03 Feb 2021

The challenges of using social media to talk to customers

Instant messaging could help dealerships communicate better with aftersales customers, and so increase customer satisfaction. But how do you deliver that service? Social media is one option – but is it the right way to go?

26 Jan 2021

3 ways your service advisors can achieve faster response times

Whether it’s instant messaging apps, mobile games designed to keep users hooked with constant rewards, or watching the likes rack up on a social media post, humans are becoming less content to wait for a response.

21 Jan 2021

Are you providing customers with all the info they need?

What information does a customer need when they bring their car in for a service, an MOT, or a repair? Back in the day, all they needed was the information on the work you did, and the invoice. But these days, customers are expecting rather more.

19 Jan 2021

3 ways to deal with customers who want their car NOW

How many times per week do your service advisors have to deal with customers who expect their car to be ready earlier than it is?

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