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

  • Basic Principles of Landing Pages

    In the broadest sense of the term, landing pages refer to whatever pages on a website you are sending a potential shopper.  Typically, the traffic to landing pages comes from some form of marketing such as blogs or social media.  For landing pages that drive direct actions (conversions), a few key differences separate these pages from other pages on a dealership site. Conversion-driving landing pages tend to be a bit stripped down in comparison to a normal website page.  The goal with most marketing is to create a path or funnel for the customer to follow.  Having lots of other options on the page such as social media share buttons, or even site menus, can distract a user from that path. Landing page text tends to be simplistic, with a headline displaying a key benefit of whatever product or service is being sold along with some bullet points for details.  This is usually followed by a call to action.  Attention-getting call to action buttons help push shoppers in the right dir...Read post

  • Creating an Excellent (CX) in your Store

    A recent quarterly digital intelligence briefing from Adobe and Econsultancy titled Digital Trends 2015 outlining the most exciting opportunities for your organization, ranked Customer Experience as number one for the second straight year. The study was conducted on more than 6,000 marketing, digital and ecommerce professionals around the world ranking things like content marketing, mobile, social, big data, personalisation, location based services  and more. Customer Experience or (CX) as a theme has increased the gap from 2014 between things like mobile and social. Last year 20% ranked (CX) as the most exciting opportunity and the number has increased in 2015 to 22%. It is clear that in the coming year we will see a ton of activity in this area, so how can your dealership ensure an excellent (CX)? Customer Experience is defined as is the sum of all experiences at various touch points a customer has with a supplier of goods and/or services, over the duration of their relatio...Read post

  • 6 Things You Should Know About Email Marketing

    Of all the marketing methods, both conquest and customer, email is the most cost effective and returns the highest return on investment than any other channel. Of course this is only true if you know these six tips to get the most out of your email marketing. Subject Lines Did you know 33% of recipients open an email based on the subject line alone?1 Think of the subject line as your email’s headline. It should be brief, no more than 35-40 characters in length, for easy viewing on a mobile device. The content of your subject line should provide actionable information that represents the major content of your email. Always avoid using strong promotional attributes like multiple exclamation points or words in all caps. If you’re unsure of your selected subject line, test a couple out to determine which one receives the most opens. From Line Did you know 70% of people open emails from their favorite companies?2 This exact reason is why it is very important to use your dealership’s...Read post

  • Get In The Game! Gamification Best Practices For Your Dealership

    While gamification seems to be an emerging term in the automotive vertical, it's been a stable marketing tactic in others for years now. We've seen it in social media, different location based apps on our phones to training software. If you find that your dealership is looking to employ gamification into your marketing mix there are some simple best practices you will want to review with your staff and your vendors prior to launching. Know your business goals: Your marketing strategies need to align with your dealership's business goals. If you employ gamification as part of that strategy it has to align as well. Gamification isn't just to make your website content more interesting, clear KPAs need to be defined to ensure success. You need to define clear cut results to measure whether or not your efforts are successful or not. Make scoring and winning straight forward: In an article published last year by Michael Brenner, it's communicated that our average attention span is ...Read post

  • Retention, Loyalty or Acquisition Marketing?

    We all want new customers. And it’s certainly mandatory to retain a customer to create a loyal one. But how we market our dealerships is increasingly important -- as each form of marketing will deliver different results. The three terms: loyalty, retention and acquisition marketing, all have their own distinct meanings and should be used to satisfy different goals and objectives. While they are often not distinguished differently within most dealerships, they truly have different meanings, and will generate different results.   According to the experts at the Cambridge Dictionary, the definition of customer loyalty is as follows:   “The fact of a customer buying products or services from the same company over a long period of time.”   According to Wikipedia, customer retention is defined as follows:   “Customer retention is the activity that a selling organization undertakes in order to reduce customer defections.”   And acquisition marketing is defined as th...Read post

  • Connecticut Ford Dealership Launches Chevy Marketing Campaign?

    At some point, "social" media stopped being "social" for many dealerships...who decided it's better to talk TO customers than to engage them. This marketing campaign with a Connecticut Ford dealership turns that concept upside down.Read post

  • The Quick Answer Scenario Makes More Sales Happen

    We all love to focus on leads. That's the name of the game in pretty much everything you do on your website. Many dealers are starting to understand that it's not all about leads since many people, particularly mobile visitors, are not filling out forms as they were in the past. Still, it's a big focus. One thing we've seen over the years is that sometimes a happy potential customer can be earned by simple customer service. When people come to your website, it can take a quick answer to an easy question that can be the difference in making a sale or not. Chat is the easiest way be there for your website visitors. Many people don't want to make a phone call and filling out a form to get a quick answer is not appropriate. Maybe they just want to see if a vehicle is available before they hop int he car. Perhaps they want to know if you take trade ins (yes, there are people who aren't sure). Whatever their need is, the presence of a chat operator to answer their questions is necessar...Read post

  • Jameson Irish Whiskey Takes Video Marketing to the Next Level

    Jameson Irish Whiskey has taken video marketing on Instagram to another level – “the first brand to successfully utilize 3D video for advertisements on Instagram and Facebook,” according to a recent article in the Independent.     The video itself is very simple, and suggests that you slide a shot to your friend. It then proceeds to slide a shot glass of whiskey towards you, the viewer, which then appears to come off the page.  It’s rather clever how they were able to create the illusion of 3D on a non-3D platform.     Slide this shot of Jameson to your drinking buddy #LongLiveTheShot A video posted by Jameson Whiskey (@jameson_us) on Mar 13, 2015 at 11:31am PDT According to many studies, brands are increasing their content marketing budgets to include more video marketing. Social media platforms, such as Facebook, Twitter and YouTube, are going to war to become the World’s premier video platforms, something that YouTube has enjoyed for years.   As is the ...Read post