Commercial feature from Keyloop
We all know that customers have a mess of possibilities with regards to buying their next vehicle; great automotive brands to select from, multiple options to fund their purchase and a number of selections with regards to aftercare.
When customers trust the people they’re coping with, they’re more likely to speculate. Not only of their latest vehicle, but in the entire relationship, which goes to last just a few years – hopefully longer. From a dealer perspective, which means identifying every touchpoint across the ownership lifecycle and delivering the perfect experience possible at each. When customers have faith that you just’ll take care of them, they’re more likely to return repeatedly.
Traditionally retailers have strived to set their aftersales absorption levels at 100% (though often between 70%-100%). Nonetheless, most up-to-date figures (from REALTime Communications, reported in AM May 2023) show a big drop in these levels to 55.5%. This, combined with the increased uptake in EVs which have far fewer parts to service, is a clarion call for dealerships to double down on aftersales and make sure that the exceptional experiences delivered presales are even higher post.
There may be a magic word we use at Keyloop once we discuss our Experience-First blueprint: seamless. A customer should feel on the centre of their aftersales experience and their journey ought to be effortless and joined-up. Which is why we’ve taken a deep dive across all the various aftersales touchpoints, ensuring they’re transformed to foster relationships and construct long run consumer loyalty.
The Experience-First approach works across the aftersales function. Today our platform, with its energetic data-core, enables a 360° view of the patron. This enables us to serve personalised communications which flow across channels, whichever and each time a consumer chooses to make use of them. This starts from the moment they make their booking, which might now be completely automated, to personalised prompt messages, video updates during a service, paperless payments and documentation and distant collection.
Technology and digitalisation enable just about whatever a consumer wants. And the info shows it’s what they need. 69% of shoppers usually tend to book with an organization that has an internet booking system (BookingLine); 53% of consumers consider a greater service experience to be more influential than the acquisition experience (McKinsey) and 60% of shoppers prefer digital documentation (Frost & Sullivan). And that’s just the tip of the statistical iceberg. The trick is to make sure that consumers feel as sorted once they interact entirely digitally or entirely face-to-face or, as is most frequently the case, a mix of the 2.
In today’s highly competitive world, where experience drives loyalty as much as price, retailers must adapt their CX to the desires of the fashionable consumer. No-touch could be as exceptional as high-touch, and as consistently delivered. Retailers who master this may stand aside from the pack.
To confer with Keyloop about your aftersales function, please contact us at responses@communication.keyloop.com.
To seek out out more about our Experience-First platform, read our Revolutionising Automotive Retail Through Technology Whitepaper.
By Graham Stokes, Vice President Sales UKI & APAC, Keyloop
This Article First Appeared At www.am-online.com
