If you're not already aware of it, you will be soon: the automotive industry is going digital, and it's moving fast.
It's a scary thought for many dealerships because they don't know exactly where to start or what to do. But the truth is that with a little bit of research and planning, you can build an exceptional digital customer experience—even if you don't have a lot of time or resources. In fact, some businesses are finding that creating exceptional customer experiences can be done in less than an hour a day!
Want to build an exceptional customer experience? Here are three secrets to help you get there.
- Know your customers. Your customers are unique, and they want to know that you know them. But how can you know them if you don't take the time to learn about their needs and wants? The answer is simple: by asking them questions and paying attention to what they tell you. If someone says they're looking for a new car, they may mean something different than someone else may mean when they say the same thing. It's up to you to find out what that difference is and respond accordingly.
- Be transparent with your customers. Transparency builds trust, which means it can help build long-lasting relationships between brands and their customers—and those relationships are critical when it comes down to making sales! If people feel like they can trust you, then they'll be more likely to buy from you again in the future because they'll feel like there's no risk involved with doing so; on the flip side, if people don't trust you (or aren't sure if they do), then chances are high that they won't buy from you at all—or even worse, that they'll go with another brand instead. So, if your aim is to make sales, then it's important to be transparent with customers; doing so will help build a solid foundation for long-lasting relationships, which can ultimately lead to more sales down the line! Transparent discounts on new cars and posting generic repair prices can go a long way.
- Don't be afraid of technology. The world is changing, and so are the ways in which people buy things. The rise of eCommerce has made it easier than ever for customers to shop online; as such, you shouldn't be afraid of technology—you should embrace it! If you want to make sales, then you need to make sure that your website is easy to use (and mobile-friendly), that your brand has an active social media presence , and that your marketing materials have a modern feel. It may sound strange to you now, but are your salespeople highlighting special cars on Facebook, Instagram, and/or TikTok? Let their algorithms do the hard work for you!
The customer experience is everything. It's not just about the product or service you offer—it's about your entire interaction with your customer. The way you treat them, how you communicate with them, and whether they feel like they're getting what they need.
The digital automotive industry has exploded in recent years, which means that customers are expecting more than ever from their dealerships. They want an experience that's seamless and easy, and they expect to be able to shop around online before ever setting foot on a lot. We're offering a free trial of Quickride so you can see what makes us different from other companies out there—and if our solution is right for your brand.