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Brogan Huntington

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It is arguably the best time to be in the world of car sales, we have consumers at the end of our finger-tips, literally. In fact a staggering *84% of our car buyers are starting the process on their mobile phones, as a result 9% go on to purchase a car online.

With the number of e-commerce buyers set to increase by 40% come 2020, how do you ensure that you stand out online?

Well, the first thing is don’t panic. You have all the tools in your toolbox but it’s all about how you use them.

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Customer Experience Tips for Car Dealerships in 2019

We’ve always known customer satisfaction is important for businesses. What we didn’t exactly know, is by how much it can affect sales. So last year, we analysed our data, to find out how customer experience has been driving sales for used car dealerships.

The results of our research have been phenomenal. We found out that promoter scores have a direct correlation with used car stock turnover –improving vehicle sales by several days with a 5% increase in satisfaction rating. Moreover, we’ve identified which parts of the customer journey matter most in improving customer satisfaction.

Our over-arching takeaway from 2018, therefore, is to take a deeper look into your customers’ experiences to grow your business. Here, we have identified 5 items you can optimise to make it an even more powerful 2019 for your car dealership.

  1. Collect and Use Your Database

Before the 25th of May last year, there was a frenzy over the legality of the data Continue reading

JudgeService is Presenting at The MOTORTRADER Summit 2018

Motortrader Summit is on the 20th Nov at Edgbaston Stadium, Birmingham.

Neil Addley will be presenting JudgeService’ latest research at 10:20 a.m., about how customer satisfaction can improve dealership stock turn at the said event. They will discuss in detail, what aspects of the purchasing process matter to car buyers.

They will also be parking up their sweet cart where you can get all you can Pick’n’Mix and more information about how you can improve sales.

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AM Live 18: Digital Solutions Convert to Stock Turn

Much was seen and learned from last week’s Automotive Management Live 18, held at the NEC in Birmingham. Attended by more than 80 exhibitors, the country’s biggest motor supplier and retailer expo, was a success.

This year, JudgeService hosted a masterclass explaining the clear relationship between customer satisfaction and dealership stock turn. The accumulated data from over 1,000 dealerships in the country, shows that a 20% improvement in promoter score, can equate to selling cars 5.9 days quicker on average.

This clearly goes to show that investing in customer satisfaction insight – understanding the process of acquiring your customers — is essential in growing your business.

CitNow, Marketing Delivery, iVendi, enquiryMax, Glass’s, ContactAtOnce! and Autoweb Design were the other masterclass hosts. Autoweb Design discussed the key website elements dealerships should focus on, including pulling reviews from various providers onto your web pages, to display your recommendations and satisfaction ratings. This ensures that your online prospects are not driven away by lack of high-quality content and clear CTAs.

This is a must because, according to the research JudgeService conducted, 56.5% of total sales are online referrals. This was measured from over 40,000 surveys collected this year.

Digital solutions were indeed a popular sell at the expo, proving past forecasts that everything is moving online are true. However, innovators like JudgeService continually come up with tools to help auto dealerships grow their businesses, making the event worthwhile for visitors and exhibitors alike.

And although the motif of the expo was digital, we parked our famous sweet cart, giving away more than 150 pick’n’mix bags.

Nothing beats a bag of treats after a long day of learning and meeting old and new friends, so for next year’s event, we’ll make sure to bring more sweets.

See you at AM Live 19

Coffee Beans and Car Mats: The 5* Review Tipping Point

While a coffee bean may not be an effective substitute for a headlight, JudgeService research has found that, along with car mats, they serve a much more important role in a dealership than you may think. So much time is invested into the obvious areas of customer service that the finer details are often neglected. But this could be the difference between a glowing dealership review and a mediocre or negative review, and the glowing reviews are what get your next customers through the door. Not only that, but the reasons customers leave positive feedback are what gain their loyalty.

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FAKE NEWS: 4 Things You Need to Know About Fake Reviews and Why You Can’t Spell “Shame” Without “Sham”

Let’s talk about astroturfing. The number of articles available about artificial turf is surprising, but before I lose you, this isn’t one of them. Astroturfing is when a brand presents a testimonial about their products or services under the guise of a real customer. They believe they are doing their reputation a favour, but are they really? Merchants are clamping down on this behaviour, including Amazon who sued 1000 fake reviewers in 2015[1]. More recently, they have filed lawsuits against their own customers, the sellers, who use them[2]. Is it stopping people though? They are still being sold on auction sites, and unfortunately, every business pays the price as some consumers are losing faith in the experiences they see shared online.  Continue reading

Hottest Cars of 2018 So Far: Let the Stats Tell the Story

Last year, we saw the Ford Fiesta achieve the status of best-selling car. This was no surprise really, considering it had been the best-selling model for the previous 8 years in a row[1].

Naturally, the automotive industry predicted that the Fiesta would retain its status this year as well[2]. The Society of Motor Manufacturers & Traders (SMMT) have reported the stats and we now know how car sales are coming along so far[3], so let’s have a look at the results.  Continue reading