If 2020 taught automotive retail any lessons, it’s that digital experiences are no longer just a part of our business. Instead, the way dealers engage customers in digital environments is equally, if not more important, than showroom experiences in 2021.
The future path to increased profits starts with a solid foundation of technology. But it’s the buying experience you deliver with that technology that makes all the difference with today’s shoppers.
So, how we actually deliver the engaging experiences, we’ve been promising consumers for the last decade? Here are some tips….
Auto shoppers have more choices than ever before. According to McKinsey, 70% of a customer’s buying experience is based on how they feel they are treated.
For dealerships to remain competitive in today’s shopping environment, it is essential to embrace the power of hyper-personalized conversations. To truly engage customers along their car buying journey, tracking and learning shopper behavior is critical.
The average dealership collects thousands of customer data points, but 60% of businesses still struggle to execute an effective personalization strategy.
Why? Without the right dealership CRM, it’s often challenging to find the hottest leads, making it tough to reply with customized messages that fit your buyer’s preferences.
If you can’t rely on your CRM to aggregate your customer data, activities and conversations in one place so that your team can engage in real-time, then it’s time for a change.
Here’s an easy checklist to keep in mind when you evaluate how your dealership interacts with customers:
Rethinking dealership conversations means shifting employees from a task-driven mindset to one where reps consistently engage customers with informative, genuine conversations to build relationships. The result is better customer experiences and increases in gross profits.