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

Social Media and Snap ‘n’ Share

The digital age has changed the way consumers and providers can share what used to be known as word-of-mouth information. More and more people are becoming social about seeking reviews. Social Media Examiner researchers found that visuals increase people’s willingness to read a piece of content by 80%. With this in mind, we have created Snap ‘n’ Share – the first of our new social media products that will amplify reviews by sharing them with customer’s friends or like-minded vehicle buyers.

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

Turn Your Customers into Raving Fans 

The difference between a customer and a fan is the difference between a single sale and an extension of your business. Unless you understand the difference, you can’t devise the appropriate initiatives to turn customers into advocates.

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

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)

Continue reading

Top Tips for March 2016

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1. RECORD CONTACT DETAILS

For every enquiry whether online, telephone or in person.  Confirm spellings in email addresses, digits in telephone numbers and full name details.

Lost prospect details are as important as sales customers because this basic information allows you to understand your customers’ experience from initial enquiry, to follow up and to then measure your customers satisfaction.

 

2. USE YOUR REVIEWS

Independent reviews provide you with unbiased feedback about your customers’ experience.  Use the information available in the management reporting suite to really see what your customers think. You then have the opportunity to act on the results to resolve general issues through training programmes, pinpoint and rectify a specific problem or find new sales opportunities.

You can post responses on ‘right to reply’ and share your reviews and satisfaction score online with our ReAct sales customer product to build trust, engagement and raving fans.

 

3. OPPORTUNITY ANALYSIS

The dashboard offers you the opportunity to drill down to see:

  • Sales execs scores
  • Survey answers
  • Attraction factors
  • Top performing sites

Report builder helps you find out:

  • Who was dissatisfied with mechanical prep
  • Not contacted since delivery
  • Customers 18 months ago who were completely satisfied and drive past every day for prospecting

 

See us at CDX16 – 24th May 2016

CDX16 logo -  with sponsor

JudgeService Gives Backing To CDX16

JudgeService is pleased to announce its support for the UK’s biggest motor trade event of its kind – CDX16.

The annual conference and expo – held at Silverstone on May 24th – is a must for anyone associated with the industry with Google, Twitter, and Jim Holder, Editorial Director at Haymarket Automotive, already committed to making keynote speeches on the day.

JudgeService are pleased to confirm that we will be exhibiting and presenting at Workshop on Reviews for the 2nd time at the UK’s biggest motor trade event of its kind – CDX16, showcasing what the company can offer professionals working in the motor trade.

 More than 1,500 delegates attended the free event last year, but 2016 promises to be even bigger and better with JudgeService Research and scores of other suppliers from across the automotive retail sector filling the expo halls. 

 Neil Addley, Founder of JudgeService, said: ‘CDX16 will be a remarkable event which everyone involved in the motor trade industry should attend.

 “Last year’s conference and expo was such a success but 2016 promises to be even better. We have signed up for a stand as we know it’s a great place to meet our current customers and future ones.’

CDX16 – the biggest retail motor expo in the country – will feature:

More than 100 motor trade suppliers including JudgeService

Even more workshops to help motor trade professionals learn new tricks including top tips on featuring reviews on your website presented by Neil Addley

A variety of inspirational speeches from leading keynote speakers

The biggest names in the motor trade at manufacturer and dealer level on the Car Dealer Stage

Networking opportunities at manufacturer dealer meetings

 

James Baggott, founder and Managing Director of Blackball Media, publishers of Car Dealer magazine, which organises the expo, said: “CDX16 is a must for anyone associated with the motor trade industry. As well as a chance to network and explore new suppliers, delegates can also be inspired by informative workshops providing an insight into new ways of working.

 ‘We have already got Facebook, Twitter and Google signed up to be keynote speakers at CDX16 ­– two of the biggest influences on the motor trade industry. It’s a one-off event of the year, which means it’s even more important not to miss.’

 Hundreds of people have already signed up for free tickets to CDX16.

To book your free tickets go to cardealermagazine.co.uk/events/CDX16.

 To book a stand call 02392 522434 or email events@blackballmedia.co.uk

 

Top tips for JudgeService users January 2016

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  1. JudgeService offer our customers a facility to check out their survey scores and see the results as a summary in the Management Reporting Section.  We encourage our customers to regularly review their results and we have just updated the profile page with even more facilities – check out the customer section to quickly and easily see a snapshot of your survey results, scores and CSI.
  2. We need your customer data to enable us to quickly survey their experience and feedback the results to you asap for review and action.  Send your data to data@judgeservice.com and we will do the rest! Updating your management information, passing your sales department hot leads,(ProAct lost sales survey) and sharing your results online, (ReAct used car sales survey).
  3. ReAct used car sales survey customers can activate our Facebook app to add their testimonial content directly to their Facebook page with an automated API link.  Contact support@judgeservice.com to set up the Facebook App to promote your testimonials to your wider audience.  People buy from people – if they love it they want to share it.

 

For more details on any of our products contact sales on 01423 225166 or email sales@judgeservice.com

Alternatively log on to https://business.judgeservice.com/products