Additionally, in the past, it was the cars that had driven the sector, with the type, model, and brand dictating customer preference. As brand and growth expert Felix Stöckle put it, “the three most important things as far as cars were concerned were: first, the product; second, the product; and third, the product.” But now, customer experience significantly matters in the industry. A customer’s purchasing decision does not rely on the product alone.
With these trends in the market, automotive retail companies and professionals should adapt well, and there are various ways to do so, such as the following:
- Create a customer database: The best way to understand what customers want is to develop a database that lists their information, as well as their needs and desires.
- Manage online reputation: A poll by AutoTrader.com determined that around 75 percent of the time car buyers spend in shopping is devoted to researching online, including checking reviews, feedbacks, and recommendations.
- Make use of data and analytics: A massive amount of insights can be produced from the available market and consumer data online. Learning what clicks with customers can bring in more revenues and strengthen relationships.
 Image source: thetimesweekly.com |
Jeff Lupient is the CEO and president of the MN-based Lupient Automotive Group. Aside from having physical showrooms, the company also maintains online channels to connect with consumers. Visit this page to read more articles about the car industry.
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