CUSTOMER RETENTION AND DIGITAL NZ

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Sales are up and the economy is going strong your focus will be rightly on obtaining new customers and market share however don’t forget to put extra effort into retaining existing customers all areas of digital play an important role in that.

1. Your website is viewed not just by potential customers but by existing customers keep that in mind. Your dealership should be putting their best foot forward. No use keeping successes secret from the public.

2. How do you portray yourself online no point in putting great blurbs about customer service if it is not backed up by real work and better customer service processes on the ground.

3. Email marketing and lead management are important to your dealerships future long term. If you have a system use it correctly if you don’t then look at getting one.

4. Don’t forget about your after sales service departments they very important to your overall dealership and enough focus should go into those areas in terms of customer service.

5. Measuring customer satisfaction is important however focus should be put onto how do you improve processes and staff knowledge and training to improve in these areas. Customer expectations are high in the area of customer service in the digital age as the customer has alot more information at their finger tips worrying only about the traditional and not the digital wont get you as far in the long term.

Anngow Marketing have been helping dealers in New Zealand in the field of digital since 2007. We have also advised dealers internationally. If you want non generic help and advise and a real competitive advantage then contact me today. We are 100% pro the automotive industry. Pick one of your own that actively looks to promote the industry.

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