How to Exceed Customer Expectations and drive Positive Reviews & Ratings

Nearly 85% of consumers are reportedly willing to spend more on a dealership where their expectations are guaranteed to be met. Here are a few tips on how you can meet customer expectations and drive positive online reviews & ratings.

1. 24/7 customer support

If some form of instant customer support is not available, then you may end up disappointing customers. The goal is to be readily available and respond to customer issues promptly and effectively. 24/7 may not be feasible for many dealerships. However, chatbots on the auto dealer website can help bridge this gap and act as an instant first line of support.

2. Gather customer feedback

Without knowing exactly what your customer expectations are, you cannot hope to effectively meet them. Use every opportunity to request customer feedback. Once you get a clear understanding of their choices and preferences, it will be easy for you to devise ways to meet them.

3. Own up issues

When you acknowledge and accept responsibility for customer issues, the trust in your dealership goes up. Proactively addressing customer issues help build customer loyalty, and customers may even up becoming one of your best brand advocates.

4. Add a personal touch

Try to make your offerings as close as possible to customer expectations. The next time they visit the dealership, chat with them, and ask a few questions which might make it easier for you to understand their areas of interest.

5. Build rapport

Strong customer relationships is one of the key drivers of dealer success. So, just like any other personal bond, nurture your relationship with customers regularly.

6. Adopt an omni-channel strategy

Customers expect dealers to be active across multiple channels such as social media, email, web, etc. Maintaining consistency across channels is essential to meet customer expectations. In fact, businesses with an omni-channel approach have witnessed a whopping 89% increase in customer retention.

7. Leverage social media

Use social media to your advantage by keeping track of the social conversations related to your dealership.  This, in turn, will help you meet customer expectations and develop strong bonds with them.

8. Reward your customers

Exceed customer expectations by going that extra mile for them. Try to collect details like birthdays, anniversaries, and other special occasions. Surprise them on their special days.

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