Sure, ‘Customer service with a smile’ works, both offline and online. Here are five more customer experience secrets to remember.
1.
Customers Trust Reviews More than They Trust Auto Dealerships
More than 90% of customers trust online reviews and treat them just like personal recommendations from friends and family.
That’s why dealers need to prioritize authentic customer reviews. They are powerful marketing tools.
2.
Map the Customer Journey
Customer-centric
dealer services is the key to a successful dealership. Show your customers how
important they are. Create a personal equation and engage them on social media
channels. Customize your offers, based on your customers’ interests.
To
get there, you need to map the customer journey and align your services to it.
3.
Poor Customer Experience can be an Opportunity too
Do
not let a poor customer experience harm customer confidence in your services. Respond
expediently to customer issues.
Never
hesitate to apologize, and always take it as an opportunity to showcase the
proactive way in which you take care of customer issues.
4.
Customers Expect Attention
Always
be connected to customers.
Make
sure you respond to customer reviews, listen to feedback, and keep them
informed about the improvements made to your services.
5.
Positive Attitude Matters
Dealers
need to impart an optimistic mood whenever customers interact with the
dealership. This positive reassurance helps build exceptional customer
experiences.