Proactively engaging lease customers is key to preventing buybacks – and customer
defection. This means dealers must engage customers earlier than they would have
previously, setting the stage for a return-to-market experience that builds trust and
customer loyalty.
With the cost of losing customers felt dealership-wide, customer retention should be
every department's responsibility.
Lease 44.5%
Purchase 31.4%
All Acquisitions 35.8%
IHS Markit, 2021
AVERAGE DEALER
LOYALTY RATE
