How to Drive Customer Loyalty in Your Service Drive this Winter

Issue link: https://resources.automotivemastermind.com/i/1318867

Contents of this Issue


Page 1 of 1

800.801.0018 | info@automotiveMastermind.com ©2020 automotiveMastermind®. All rights reserved. | A business unit of IHS Markit™ LEARN MORE ABOUT MARKET EYEQ automotiveMastermind.com By appealing to customers' short- and long-term needs, dealers can both build value and drive customer loyalty through the service drive. When looking at your dealership's winterization packages, shift your focus from "selling" to "serving" your community. Consider offering a robust, multi-point inspection that includes items customers see every day in the winter, like wiper blades, fluids and battery checks, as well as expanded vehicle safety items critical for the season. Including items like Winter Auto Survival Kits from the Red Cross in bulk are another way to dramatically build value in your package to drive long term customer loyalty – without breaking the bank. Customers, especially in 2020, may not feel they're in need of such a robust process. By arming your team with predictive analytics and advanced marketing tools, your service department is better able to understand and meet your customers' unique needs and preferences based on previous interactions. These insights help set the stage for your service staff to start the "How much longer do you plan on driving this car?" discussions with owners that can trigger sales outreach either onsite or through follow-up marketing. Stay in Constant and Consistent Contact Modern dealerships have found success using predictive marketing technology to get the right messaging in front of the right service customers at the right time. These tools analyze data from your CRM, DMS and sales platform to identify which customers are predicted to be ready for service – as well as the timing and format they are most likely to positively respond to. Engaging with potential service customers by meeting them where they are in their life and needs, rather than hoping that same person eventually discovers your dealership on their own, is critical for dealerships to maintain customer loyalty and boost retention efforts. Mastermind data finds those who service their vehicle at the dealership are 2.5x more likely to purchase their subsequent vehicle from that same retailer versus those who did not. Consider additional ways to continue building your customer relationships even after their service visit through automated marketing touchpoints such as maintenance text message reminders. Interested in learning how Market EyeQ can empower your dealership to improve its service and retention efforts? Contact us for a free demo. automotiveMastermind DEALERS WHO MARKET WITH MARKET EYEQ INCREASE THEIR RETENTION SALES UP TO 15% AND REDUCE THEIR COST-PER-SALE BY UP TO 80%. MORE THAN 40% OF AUTO SERVICE SHOPPERS NEED REACTIVE VS. ROUTINE SERVICE. Google/Critical Mix

Articles in this issue

Links on this page

view archives of Whitepapers - How to Drive Customer Loyalty in Your Service Drive this Winter