12 Tips to Improve Customer Satisfaction and Drive More Online Reviews - Part II

To read the first part of this article, click 12 Tips to Improve Customer Satisfaction Part 1

7. Listen to your customers

To give customers what they want, you need to have a clear idea of their choices and preferences. This is only possible when you pay close attention to their feedback. 

Listening alone is not enough, either. You need to gather feedback, respond to them, and make the necessary changes in your customer service. 

8. Provide omni-channel support

The bottom line is, dealers need to be where customers are. 

With several communication channels available nowadays, dealerships can adopt an omni-channel strategy to connect with customers on their preferred channels. 

This not only helps to deliver a seamless customer experience, but also enables dealers to build strong customer relationships. 

9. Do not overlook customer issues

Rather than ignoring customer issues, use them as opportunities to build stronger bonds with customers. Track customer feedback, identify frequently mentioned issues, and address them. 

10. Offer self-help options

Customers expect dealerships to offer self-help options to avoid going through the usual customer support process. Nearly 90 % of customers would prefer helping themselves to resolve their issues. 

One of the most effective ways to offer self-help assistance is by adding a FAQs page on your car dealer website or blog. Try to add as many self-help and DIY videos as possible.

11. Surprise your customers

Who doesn’t like surprises? Surprising your customers with freebies or special discounts can drive in a lot more sales and build customer loyalty. A little generosity can do wonders in building customer delight and a positive online reputation. 

12. Respond to feedback

Never fail to respond to customer feedback. Research reveals that more than 78% of customers feel that a dealership values their opinion when they respond to their reviews. 

Always remember to thank customers for their valuable feedback. When responding to negative reviews do not forget to apologize for their inconvenience. 

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