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Stephanie Young

Stephanie Young VP of Sales and Marketing

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Creating Red Carpet Customer Service

There are probably a thousand reasons or more that customer service and retention is a valuable automotive sales training topic, but here are just nine that affect all industries that should get your attention.

 

6419339355969d3777d01389ae68e826.jpg?t=11.   86% of buyers will pay more for a better customer experience. But only 1% of customers feel that vendors consistently meet their expectations. (CEI Survey)

2.   By 2020, customer experience will overtake price and product as the key brand differentiator. (Customers 2020 Report)

3.   In 2013, 62% of global consumers switched service providers due to poor customer service experiences, up 4% from the previous year. (Accenture Global Consumer Pulse Survey)

4.   It is 6-7 times more costly to attract a new customer than it is to retain an existing customer.  (White House Office of Consumer Affairs)

5.   89% of consumers have stopped doing business with a company after experiencing poor customer service. (RightNow Customer Experience Impact Report)

6.   It takes 12 positive customer experiences to make up for one negative experience. (Parature)

7.   70% of buying experiences are based on how the customer feels they are being treated.  (McKinsey)

8.   A 10% increase in customer retention levels result in a 30% increase in the value of the company. (Bain & Co)

9.   90% of respondents who recalled reading online reviews claimed that positive online reviews influenced buying decisions, while 86% said buying decisions were influenced by negative online reviews. (Dimensional Research)

 

We all know the importance of customer service, but the priorities, processes and expectations of the management, sales and service teams can complicate the act of rolling out the red carpet.  If you want your dealership to build customers for life, customer retention should be every department’s priority.  In your sales, service and management training programs, include lessons on:

 

Remember, it is not about the priorities, agendas, expectations or processes of your sales team, your service lane or even your management staff…it is about your customers and how they feel about doing business with your dealership.

 

The Manus Group Stephanie YoungAbout the Author

Stephanie Young is the Vice President of Sales and Marketing for The Manus Group, where she is an active blogger, social media contributor and spokesperson for one of the nation’s leading automotive recruiting and training firms. Stephanie is also the current Ms. Florida Forestry Queen, promoting her platform encouraging young woman to pursue their interests in STEM field careers.

If you like this blog, please share with others and connect with Stephanie on Facebook, LinkedIn and Google+

Copyright © 2014, Stephanie Young All rights reserved.

Grant Gooley
Great blog! Thanks for sharing the interesting stats. Oh how the world is changing, QUICKLY!
Stephanie Young
Thanks, Grant! The world is changing at warp speed. I was telling a joke to my 13 year old nephew the other day and had to stop before the punch line to explain what a rotary phone was...lol. Here is a short and interesting view at how purchasing a car has changed the customer dealership relationship: http://dld.bz/dqFAr.
Grant Gooley
Awesome video! Thanks for sharing!
Stephanie Young
You are most welcome, Grant. Nancy, thank you. I drive 45 minutes and past two other Nissan dealerships to my Nissan Service Lane because they treat me like a VIP. I am one of those people who loves their car, and when you love my car like I love my car...you have earned my business. I have a great relationship with Coggin Nissan on Atlantic and their employees. The salesperson, F&I Manager and Sales Manager involved in the sale of my car, always stop by to say hello to me with a hug and some casual chatter while I am waiting on my car. All the service advisors greet me by name when I come through the door. Even the techs try and catch me in the service lane to say hello. I feel like a person....no, a friend and not just another ticket to punch. Now that is service with a smile!

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