AM's 2024 Spotlight on Customer Experience & Retention Report for UK car dealers has just been published free here. It examines topics including effective post-purchase communications with customers, car dealers' complaints handling and online review processes, educating ICE car owners about electric vehicles, and identifying revenue streams as the EV aftersales parc continues to grow.
New research shared with AM has revealed that 75% of car buyers do not want any kind of monitoring device in their car, despite an acceleration of manufacturer’s efforts to exploit ‘surveillance capitalism’ through connected cars.
The adoption of an agency model for the car retail sector is now “not an option but an obligation”, according to a report published by Capgemini today.
For many years a bugbear of the motor industry is the transactional and infrequent relationship the car dealers has with their customers.
Kia Motors UK has launched the MyKia app to give owners access to new services and tools on their mobile phone.
Even without the current COVID-19 coronavirus crisis it was clear to everyone in the industry that automotive businesses are rapidly approaching a crossroads.
Progress Suzuki managing director Terence Byrne has launched free 'clean air' air conditioning services for customers over 70 in a bid to show his business cares during the coronavirus outbreak.
The UK automotive industry is faced with the most significant period of disruption in its history.
Pendragon has been engaging car enthusiasts with its programme of Stratstone Car Café events throughout the spring and summer.
Car dealers could forge tie-ins with SMEs to help their employees switch out of older diesel vehicles if a proposal made by a specialist in employee and consumer engagement is heeded.
More than a third of car dealership customer records are lacking vital contact details according to research carried out by Marketing Delivery during Q2.
A study by Santander Consumer Finance has shown that car dealers could be missing out on potential future sales due to lack of long-term loyalty building with aftersales.
Mazda UK has celebrated the “superb results” achieved by its in-house customer call centre during its first year of operation.
Aftersales should be a major focus of the March ‘plate change month as retailers look to retain customers in the busiest month of the year, according to Xtime.
Recently-established Oodle Finance has secured £60 million of investment to help it roll-out a funding solution for customers from the full range of credit profiles.
Stoneacre claims to have become “UK’s first connected used car dealer” after partnering with the Smartdriverclub to offer customers a connected car service.
The Motor Ombudsman received 7,200 enquiries from customers related to its Vehicle Sales Code between launch in September until December last year.
Motors.co.uk has told car dealers not to leave customers out in the cold over the festive by updating their answerphone messages in preparation for a rise in post-Christmas enquiries.
A third of potential customers who start their buying journey with an online enquiry will take their business elsewhere if they do not garner a response within four hours, according to a consumer survey conducted by Dealerweb.
Aftersales retention can be measured in many ways and we hear lots of opinions on what contact channels and processes work best but they are not often backed up by hard facts, more a gut feeling.
