9 Best Customer Strategies that deliver Improved Online Reviews

It is a well-known fact that retaining existing customers is mare inexpensive than acquiring new ones. Here are a few customer retention strategies that work, and drive more customer reviews as well.

1. Go Beyond Addressing Customer Needs

For your dealership to delight customers, you need to go beyond addressing regular customer needs. For instance, why not surprise them on special occasions such as birthdays and anniversaries?

Remember, delighted customers rarely leave a dealership, and they do express their appreciation in social conversations.

2. Work on Your KPIs

Key Performance Indicators (KPIs) are important, in order to understand if your dealership is firing on all cylinders in the key areas that make all the difference.

It also helps in understanding if your customers are happy with your dealership.

3. Regular Engagement with Your Customers

You need to often remind customers that you exist. If you happen to have a huge list of customers, it may not be practically possible to send personal messages to everyone manually. Automation can help you manage this task once you configure the system with personalized inputs.

Often, customers appreciate dealers getting in touch with them especially on social channels. This may help generate positive conversations around your dealership.

4. Personalize Your Communication

Whenever you interact with your customers, personalize your communication and make them feel like they're part of the family. Customer retention is in large parts all about emotional connections.

5. Improve Trust

A trust factor likely exists in your customers’ minds, but you need to nurture it from time to time. Use customer behavioral data to learn about your customer’s needs, and and act on them.

6. Request Customer Feedback

A feedback request makes the customer feel like she's a valuable part of the dealership. In turn the feedback helps dealers to optimize operations as well as segment customers.

It is a huge win-win, if you take the time and effort to put in a regular feedback program.

7. Learn from Online Reviews

Negative online reviews may seem pesky, but they do help you to learn from mistakes and rectify them before too many customers are affected.

Online visitors will see not only the initial review but also your response to it. If you respond positively and act with resolve, then you may even receive huge customer appreciation.

8. Always Respond to Customers’ Concerns

When customers talk about their concerns, listen and then respond. It is quite important that you explain the context to them and the work involved, and resolve their concerns as soon as possible.

9. Nurture a Social Media Community

Social media communities are the best way to keep your customers actively engaged. Such local communities play a huge role in dealer promotions, driving a regular inflow of customer reviews and conversations that spread the good word.

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