Community

Share your automotive expertise

2 Write a Blog Post

Filed in: Marketing

Is Your Dealership A Customer Service Champion?

By Mike Gorun on Apr 3, 2012

 

A couple of weeks ago, J.D. Power and Associates released a report titled “Beyond Satisfaction: J.D. Power 2012 Customer Service Champions—Brands That Deliver Service Excellence to Maximize Business Results.” The report concluded that consumers prefer brands with excellent customer service and don’t always focus on the lowest price. Auto related brands identified as “Champions” include Cadillac, Jaguar, Lexus and MINI.

 

Why is customer satisfaction important? J.D. Power finds a very strong link between levels of customer satisfaction and levels of customer recommendation and intent to repurchase. The report also finds that brands that provide exceptional customer service tend to consistently employ these specific practices:

 

  1. Hiring the right people and empowering them with the best processes; as well as the ability and authority to make judgment calls to resolve issues on behalf of customers.

 

  1. Understanding their customers and offering the right products through the right channels in ways that truly resonate with them.

 

  1. Being consistent in branding and delivery of the service experience, particularly across various channels and customer touch points.

 

For more information on the J.D. Power and Associates report, you can download the Executive Summary here.

 

How can these three best practices be executed in your auto dealership? By empowering your employees, sending relevant and targeted communications and ensuring that you have a strong branding message. That is, you should be able to explain to customers why it’s better to buy from you instead of your competitor. Then, make sure every employee is trained on the branding message and knows how to properly greet and treat every customer.

 

What processes does your dealership have in place to deliver excellent customer service? Are your employees empowered to make decisions and resolve customer complaints?

You must be logged in to comment

Login Create an account

Add your comments:

   

Mike Gorun's Recent Posts

Related Posts

  • Google Unleashes Another Animal...

    Google rolls out another major update. What's this one all about?Read post

  • Extend Community Outreach to End Summer with a Sizzle

    If you’ve been out shopping over the past couple of weeks, you’ve probably noticed the abundance of back-to-school gear flooding the aisles. Even if you haven’t stepped foot into one of the major retail outlets, you’ve likely seen the back-to-school fliers stuffed into your mailbox offering exclusive savings. Even if you don’t want to believe it, the back to school season is here. A great way to get involved in your community and help local kids get a great start to the new school year is by hosting a back-to-school supply drive at your dealership. This type of campaign generates good press, additional traffic, and a great way for your dealership to give back. Here are three easy steps to get your drive started. Step #1 Pick an Organization Probably the simplest place for you to start is by contacting your local school district; many of them have programs to help underprivileged children get the school supplies they need. If that is not an option, try Google - look in your ...Read post

  • Introduction to Google My Business

    “I’ll Google it.” I seem to be answering more and more questions with, “I’ll Google it” lately. How many campgrounds are in Duluth, Minnesota? “I’ll Google it.” Is there a driving range on my way home from work? “I’ll Google it.” What’s the name of that brewery in Grayslake? “I’ll Google it.” Local business owners must love guys like me, because when we want to find a new bar, golf course, or a place to spend the weekend, we Google it. The only problem is, guys like me don’t always Google stuff the same way. Some use Google Search, others use Google Maps, some might have even downloaded the Google+ Local app on their iPhone and that is how they search for local businesses! So what does all of that mean to a business? It means that the business has to have all of its information correct on a variety of Google listings to ensure that their customers could easily find them.Read post

  • HOT CAR graphic for your dealer website or social media

    Dealers - this is a great graphic from the TODAY SHOW for your newsletter, Facebook, blog, or other social media. Grab a larger version of the graphic at http://www.carchat24.com/blog/dealers-hot-car-safety-graphic/ See the full article about Tennessee legalizing breaking windows to save a baby from a hot car at http://www.today.com/parents/tennessee-law-lets-you-break-hot-locked-cars-save-kids-1D79887285 ...Read post

  • A Simple Solution to Showrooming

    Bob is on his lunch break. Lately, he has been drooling over the latest high-tech camera so he decides to make a quick trip to Best Buy to check it out. He walks into Best Buy and heads to the camera department. Once there, he finds the camera on display, but no employees are in sight to explain it to him. He picks it up, plays with it for a while and decides to buy one. With limited time, Bob rushes back to his office. As he settles back at his desk, Bob surfs over to Amazon and finds the camera to read some reviews. The glowing reviews, combined with the fact that it’s a few dollars cheaper, make him pull the trigger and order one from Amazon. CNBC ran an article recently on the results of a new study by Gallup, “The State of the American Consumer.” In that report, “Gallup research has shown that customers only shop based on price when price is the only thing that separates competing offerings. In other words, customers shop based on price when there is no emotional conn...Read post

  • Relationships are key, so let me introduce myself.

    Hello Driving Sales community, relationships are vital in life and especially in sales. And this is why I wanted to take a minute and introduce myself. My name is Dustin Lyons, and I am the founder of Prospect Bomb. I have actually been a member of the community for a while now and have enjoyed participating in the forum conversations and blog posts, and learning from all of you as well. This is a great community and great way to share ideas and successes.Read post

  • Cocktails, House Sales and Creative Videography

    Forget thinking outside the box. This approach to marketing lights the box on fire...and films it burning.Read post

  • 6 Ways to Not Suck on Facebook

    You dedicate at least an hour of your day on your dealership’s Facebook business page. You chime in on posts about the auto industry, you change your profile and background photos, you post 8 times a day - YOU ARE COMMITTED. So why aren’t people liking your page?Read post