7 Tips to Improve Customer Relationships in 2020

At least 40% of customers are unlikely to leave customer feedback at dealerships. Most don’t believe that dealerships really pay attention to their opinion.

Here are some tips to reverse this trend and improve your customer feedback management in 2020.

1: Have Well-defined Goals

Before defining your customer feedback management process, come up with goals that you would like to achieve. This would help you to refine feedback mechanisms to make them more focused on dealer objectives.

2: Create on VOC Program

A Voice of the Customer (VOC) program is a structured program that builds productive two-way communications between the dealership and its customers.

The modalities of this engagement needs to be based on your customer demographic.

3: Offer Multiple Feedback Channels

To run a successful VOC program, dealers need to offer multiple channels for customers to converse with the dealership and provide feedback.

Different demographic sections typically prefer different ways to provide customer feedback, and multiple feedback channels ensure better customer experiences.

4: Create a Centralized Data Hub

It is cumbersome to manage information from various channels using multiple databases.  A centralized data hub eases this by collecting customer feedback from multiple channels in a single unified database and analyzing this data holistically.

5: Take Prompt Action on Customer Feedback

Once your dealership receives customer feedback, make sure that all your departments are on the same page when incorporating the required changes into your dealer processes.

Always inform customers how valuable their feedback is in providing better services.

6: Make It Simple

If you're serious about gathering regular customer feedback then it is imperative to make the process simple, frank, and friction-free.

Without a degree of anonymity, most customers are unlikely to offer feedback which may be unpleasant to dealer staff.

7: Personalize Feedback Acknowledgements

Don’t forget to send a personalized acknowledgement when customers do provide feedback. Try addressing them by their first name before thanking them for the feedback.

For more tips to improve customer feedback management in 2020 and to know how Buyerater can help, Contact Us.