My Customers Want Flexibility
Outdated, Rigid Sales Processes Make Car Buying Harder
90% of consumers prefer a unique, personalized car-buying journey.
The impact of customer experience on dealership results can’t be overstated. Two-thirds of consumers say they would pay more for a great experience. And yet many dealerships are still falling short; only 36% of consumers are satisfied with their dealership.
Lost Sales
Two-thirds of consumers say they would pay more for a great experience.* Deliver a one-size-fits-all buying journey, and they will go elsewhere.
LoW CSI
Customers whose expectations aren’t met are likely to leave you with mediocre reviews and CSI scores, which can impact your dealership’s reputation with OEMs and the community.
Declining Customer Loyalty
Customers who don’t receive the personalized communication and flexibility they expect are likely to go elsewhere the next time they need a vehicle.
want to do more online
64% of shoppers want to do more of the purchase steps online compared to the last time they purchased a vehicle. **
Recommended Solutions
The right tools and process will enable your dealership to meet customers wherever they are in their buying journey from anywhere, from their sofa to your showroom.
Connect CRM
Deliver the buying experience customers expect.
Give your customers the flexible buying experience they want with a CRM that connects every phase of the car-buying process from anywhere.
- Meet your dealership’s changing needs with process flexibility and customization.
- Get guidance on the latest CRM best practices from your dedicated Performance Manager.
Cox Automotive Integrations
Eliminate errors from manual data reentry.
Access the data insights you need to create a personalized experience with Cox Automotive integrations.
- Give your customers flexibility for in-person or remote sales using a comprehensive integration with Cox Automotive Digital Retailing.
- Boost efficiency with deep integrations that streamline sales and ownership experiences.
Connect Texting
Communicate in the channels customers want.
Message with your customers, including photos and videos, on their preferred platforms.
- Stay up to date on all customer texts with a full conversation history stored in the CRM customer record.
- Communicate with customers via Facebook with the Messenger integration.
* 2020 Cox Automotive Reimagining the Automotive Consumer Experience. | ** 2020 Cox Automotive COVID-19 Consumer Impact Study