Driving
the digital
retail experience
Customer experience is a new battleground for the automotive industry, and dealerships are on the frontline.
Add declining dealership footfall and increasing competition from OEMs, regional rivals and digital entrants into the mix, and it’s clear that dealerships need to shift up a gear. The best way to ensure success? Improving the customer experience across not one, but all possible touchpoints. Here’s how.
84%
Proportion of consumers that say the experience a company provides is as important as its goods and services.
Source: Forbes, 2022
Meet consumers
where they are today
Dealership footfall has been falling over the years and the pandemic has accelerated the move to digital. According to a report by CarGurus, the number of people open to buying cars online has nearly doubled since the start of 2020.
Dealerships should take heed of this development and commit to delivering better customer experiences at every step of the car buying and ownership journey – be they physical or digital. Omnichannel experiences are the future of automotive retail.
35%
Percentage of car buyers that use a mix of more than 10 different touchpoints – including online and offline – when hunting information.
Source: Acquire.io, 2021
Superior experiences
at every touchpoint
Consumers interact with dealerships across a number of domains: marketing, sales, service and parts. Each area represents a golden opportunity to stand out from rival dealerships by offering a richer customer experience.
Competition in automotive retail shows no signs of slowing, with clued up consumers continuing to challenge dealers to predict their wants and needs earlier than ever before. As one of the first touchpoints a consumer encounters, tailoring your marketing and sales approach is a sure-fire way to get ahead and show them you know what they want and need.
80%
Volume of consumers that are more likely to buy from a brand that provides personalised experiences.
Source: McKinsey, 2020
Sustain standards
beyond sales
Numerous disruptions in recent years have caused dealerships’ service and parts departments to become increasingly important to their bottom lines.
A recent IHS Markit report found that the average age of a passenger vehicle on the road has risen to 12.1 years. This has largely been due to new vehicle inventory shortages prompting car owners to hold on to their vehicles longer.
To maximise future maintenance and service-to-sales opportunities, delivering an excellent customer experience in the dealership service space has never been more important.
53%
Proportion of customers who rate their service experience as influential in their journey.
Source: Acquire.io, 2021
23.5%
The average number of dealers' leads flagged for not receiving follow-up within 24 hours."
Source: Keyloop, 2021
At Keyloop, we are forward thinkers who are here to help car dealerships evolve for the challenges of today’s automotive retail landscape. We have the DMS, apps, and technologies that you need to leverage your data, unlock insights, and drive efficiencies at every stage of the car buying and ownership journey.
Contact usWant to find out more about how our solutions could benefit your business and your customers? Get in touch here and one of our team will be happy to help.