Enhancing Customer Experience: How Dealerships are Adapting to the Changing Landscape

by Kristine on July 12, 2023

Enhancing Customer Experience.

In recent years, the automotive industry has undergone a significant transformation, with dealerships increasingly focusing on customer experience. As customer preferences evolve and technology advances, dealerships have begun prioritizing the car buying experience, investing in innovative strategies and tools to meet the demands of modern consumers. In this blog post, we will explore how some key players in the industry are incorporating customer-centric approaches in their dealership groups and the impact of these changes on the automotive market.

The Shift Toward Customer Experience

The traditional car buying process has long been associated with high-pressure sales tactics and lengthy negotiations. However, as consumers become more informed and empowered through technology, their expectations have shifted. Today's car buyers demand transparency, convenience, and personalized experiences. Recognizing this shift, dealerships have started investing in technology and strategies that enhance the customer experience, streamline the sales process, and ultimately, build loyalty and trust.

Key Players Embracing Customer Experience

Several major dealership groups have acknowledged the importance of customer experience and have begun implementing changes to improve their offerings.

AutoNation - Embracing Technology for a Better Customer Experience

AutoNation, America's largest automotive retailer, has introduced an enhanced AutoNation Express, a comprehensive retailing solution that offers customers a seamless and intuitive omnichannel vehicle shopping and purchase experience both online and in-store.

The improved AutoNation Express platform enables customers to search from a vast inventory of 75,000 new and used vehicles based on monthly payments, compare vehicle attributes, and explore a dedicated section focused on electric vehicles. Additionally, the platform allows customers to estimate trade-ins, calculate payments, apply for financing, schedule in-store pick-up or home delivery, and upload key documents.

AutoNation's commitment to revolutionizing the car-buying process is evident in its efforts to provide a highly differentiated and personalized customer experience through the enhanced AutoNation Express platform. By allowing customers to start their car-buying journey online and offering options for in-store pick-up or home delivery, AutoNation is setting a new standard for convenience and ease in the automotive retail industry.

Group 1 Automotive - Personalizing the Car Buying Journey

Another key aspect of enhancing the customer experience is personalization. Group 1 Automotive, an international dealership group, has implemented a customer-centric approach that tailors the car buying journey to each individual's preferences and needs through the launch of its AcceleRide® platform.

AcceleRide® is Group 1 Automotive's online automotive purchase platform that allows customers to transact a new or used vehicle purchase online. The platform offers an easy-to-use interface to browse through an inventory of over 38,000+ new and pre-owned vehicles, select from various payment and financing options, and choose their preferred method of vehicle delivery, whether it's at home, work, or a preferred dealership. Additionally, AcceleRide® integrates factory rebate and incentive offers, as well as the opportunity to complete all trade-in details online, providing customers with the convenience of uploading all required information digitally without having to visit a dealership.

By offering a personalized and engaging car buying process through AcceleRide, Group 1 Automotive is committed to providing a truly exceptional experience that sets them apart from their competitors.

Sonic Automotive - Enhancing Customer Experience through a Streamlined Approach

Sonic Automotive, one of the largest dealership groups in the US, has prioritized customer experience by adapting to the changing landscape with its innovative "One Sonic-One Experience" initiative. This program focuses on transforming the car buying process by eliminating common pain points and offering a customer-centric experience.

The "One Sonic-One Experience" initiative streamlines the car buying journey by providing a single Experience Guide to assist customers through the entire transaction, from test drive to financing. With no commission-based sales, customers can enjoy a pressure-free environment without being pushed into unnecessary upgrades.

By using the latest iPad technology, Sonic Automotive ensures a transparent and efficient process, allowing customers to complete the selection, sales, and financing in an hour or less. The company also offers Sonic Price, a competitive pricing strategy that saves customers time and instills confidence in their purchase.

Through these adaptations, Sonic Automotive demonstrates its commitment to enhancing customer experience and staying ahead in the ever-evolving automotive dealership landscape.

Penske Automotive Group - Making Car Buying Easier with Digital Tools

Penske Automotive Group, another leading dealership group, is making the car buying experience better by using digital tools and online sales options. They have worked with Cox Automotive to create an easy-to-use platform called Esntial Commerce for buying used cars online.

This platform lets people choose from lots of used cars at PAG's CarShop locations and other dealerships. Esntial Commerce makes it simple for customers to buy a car online by offering personalized monthly payments, trading in their old car, getting financing approved, signing papers, and more.

The platform uses smart technology to find the best payment options for each person based on their needs and the car they want. This lets customers do everything online, like comparing cars, choosing how to pay, and even having the car delivered to their home.

The Impact on the Automotive Industry

The automotive industry is rapidly shifting towards customer experience, and it's crucial for dealerships to adapt and stay ahead of the curve.

Key Takeaway: Each dealership group is working towards improving customer experience, whether through embracing technology, personalizing the car buying journey, or offering a streamlined approach.

Dealerships that prioritize customer experience will not only boost customer satisfaction and loyalty but also drive sales and profitability. By adapting to the changing landscape and focusing on enhancing the customer experience, dealerships can set themselves apart from competitors and thrive in the evolving automotive industry.

Quickride Free Trial

Introducing Quickride: The Solution to Excel in the Customer-Centric Market

Quickride's shuttle service app revolutionizes your dealership's transportation services, offering transparency, convenience, and efficiency. With route optimization, automatic dispatching, and reduced wait times, Quickride ensures a top-notch experience for your customers.

The benefits of incorporating Quickride into your dealership are clear:

  • Boost customer satisfaction and loyalty
  • Drive sales and profitability
  • Save time and money with improved efficiency
  • Increase repair order size

By adopting Quickride's services and features, your dealership can shape the customer experience and set itself apart from the competition. Quickride offers a unique, powerful solution that caters to the evolving demands of modern car buyers.

Don't get left behind in the evolving automotive industry. Embrace the change with Quickride and elevate your dealership to new heights. Visit goquickride.com now and discover how Quickride can transform your business and enhance your customers' experience.

Topics: customer experience, car dealerships, customer satisfaction, service manager, service department, fixedops