46% of buyers will buy again if they like a dealership’s sales and service experience.*
It costs an estimated seven times more to acquire a new customer than it costs to retain a current customer. If you’re dealership isn’t set up with processes and tools that build customer relationships, you’re losing money.
First impressions are vital to making people want to return to your dealership, which is especially important in this age of the empowered customer. Your customers expect you to acknowledge the research they did before they arrived and proceed from there. They don’t want to have to keep repeating information that they’ve already provided. Today’s buyers want to have a choice between online and in-store for various buying activities, and they want a personalized and engaging experience.
To keep your customers coming back for more, it’s important to focus on increasing customer satisfaction with every dealership interaction and targeting your communications to meet their needs.
*Source: Autotrader, Decisions, Decisions: What Drives Shopping Choices for Vehicle Re-Purchasers?