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Customer service in the automotive industry has not kept pace with customers’ changing expectations, according to a study from Capgemini, a professional services and business consulting corporation. In their Cars Online Trend Study, Capgemini identified specific customer needs and expectations that OEMs and …

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Boosting customer retention for car retailers is Car Care Plan’s focus in “Vision for the Future” – a programme from the Institute of the Motor Industry (IMI) and ITN Productions. The programme explores why the British motor industry remains a global leader, with Car Care Plan explaining how to improve the …

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The internet is playing an increasingly significant role in the sale of vehicle warranties, said Car Care Plan’s CEO Paul Newton. And customers who purchase a warranty through their car retailer are much more likely to return for repairs, renewals and, eventually, another new car, it was found. “Our partners …

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All consumers understand the value of a warranty- regardless of our driving habits, we all rely on warranties to protect our cars when faults arise. Giving customers the opportunity to extend that warranty to cover them for longer is something they are bound to be interested in. Providing your customers with the …

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The cost of acquiring new customers is almost always considerably more than the cost of keeping the customers you already have. Car retailers probably know this more than anyone. Retention will not only boost revenue from repeat business, it will help attract new customers through word-of-mouth referrals – as …

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Car retailers are so much more than the stock on their forecourts. The vehicles you sell might be the primary reason consumers visit you but there are many opportunities for you to improve their experience, protect their investment and ensure they return in future. After all, there’s much more to customer …

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Customers are central to any car retailer and the benefits to ensuring your business operates with their best interests in mind are obvious. Happy customers create additional sales opportunities and customer recommendations bring in new buyers. The internet has given individuals the power to publish their thoughts …

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How does your dealership capture a customer’s interest? There are many sources of influence, online and offline, but shoppers are increasingly turning to digital resources to find out about your dealership, to research a vehicle, to compare offers and, eventually, to make their purchasing decision. The whole …

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Tim Heavisides, Chief Executive Officer of Car Care Plan, writes: New and used car sales are back above pre-recession levels – reported in our recent blog – and dealers with a diversified business and processes to turn enquiries into leads are coming out on top. If we’ve learned anything in the …