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

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

Mix ‘N’ Match with Snap ‘N’ Share

Written reviews at our granular reporting are essential to improve business. Why not add to the mix with photographs to support their claims? Snap’N’Share is our free app that has been developed especially so that you can instantly share verified, branded photographic evidence of your customer’s satisfaction. Continue reading

Snack ‘N’ Share

You only need five minutes on social media to recognise the mania of photographing food and social experiences. From the millennial’s smashed avocado on rye to their grandmother’s unscathed traditional Sunday roast or Larry’s birthday meal out last night, it’s all out there so whatever your niche, there’s a marketing opportunity for you in this obsession. Continue reading

“The ones that got away…”

It can be one of the most infuriating aspects of business – why a visitor to your site was not converted to a sale. Wouldn’t it be so much easier if you had the answers at your finger-tips?

We continually analysing data to discover the key drivers of customer care, retention and what turns car buyers into what we call raving fans, those people who are extremely likely to recommend a business.

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A picture speaks 1000 words

We are moving towards – if not already in – ‘Experience Marketing’, where consumers want to be actively involved with your brand. As a result, consumers will become your advocates. People are readily sharing their experiences of a brand, product or service through digital channels.

As a result of digital platforms where every consumer has a voice, consumers are becoming key influencers in the purchasing process, with research showing that 88% of consumers trust online reviews as much as family and friends! (BrightLocal)

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Enhance your online presence by sharing your customer rating, instantly

A Picture speaks 1000 words.

And what better picture to share than the moment the keys are exchanged for a shiny new car!? Now you can snapshot your handover, get a star review instantly and share it with the world! With JudgeService’s Snap ‘n’ Share this couldn’t be simpler, with customers being able to give you an instant star rating at the touch of a button.

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