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Category Archives : Automotive best practice
For VWG and Audi Italia, exceptional customer experiences with both the Brand and the dealer network are a top priority. Following investment in a new Customer Experience Management (CEM) system, Audi wanted to ensure that all customers visiting dealerships to purchase a new car, used car or to have their vehicle serviced are completely happy […]
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In today’s digital society we are becoming increasingly immersed in shopping online for goods like food, clothes and even white goods without ever seeing the items in the flesh. Every day we are influenced by cleverly targeted adverts and recommendations that are based on our unique browsing and purchase history. This is just one small […]
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One of the most common questions we get asked by our automotive manufacturer clients is “Which is the best method to follow-up customer sales leads”. The answer is, use the phone! This is often followed by “Should I use a call centre to contact leads or send them to our Dealers to follow-up?”. So here […]
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A recent survey of 1,000 people suggested that 47% of them preferred an email rather than a phone call (24%) when being contacted about buying a car. It’s surprising perhaps that anyone would want to be interrupted by a phone call to be offered a car, let alone 1 in 4. A better question might […]
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Mystery Shopping has long been used by brands to detect customer experience (CX) issues and to encourage best practice by customer contact staff. The idea is to fool them into believing they are talking to a real sales prospect. There are a number of ways Mystery Shopping sales skills can occur, including expensive showroom visits, […]
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Everyone agrees that the faster you follow up a lead, the more likely a sale will result. Vehicle manufacturers know this, and their dealers know this. Sales staff also know this, but they face a practical problem of managing lead follow-up amongst all their other duties, including dealing with customers in the showroom – clearly […]
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TrackBack presents at 2017 Automotive CX Summit TrackBack is pleased to sponsor and present at the Automotive Customer Centricity Summit held at the Ritz-Carlton, Marina del Rey, California on the 20-21st June 2017. In its 13th year, the Automotive CX Summit remains the only event dedicated to helping the automotive industry improve the customer experience and strengthen customer […]
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Automotive CX Summit 2017 TrackBack is delighted to once again sponsor and present at the 2017 Automotive CX Summit in Marina del Rey, California. The Automotive CX Summit is a unique event featuring: Auto industry thought leaders and innovators Exclusive industry environment with 140+ senior executives Strategic and best-practice presentations addressing key challenges in the “age […]
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What’s the worst response a salesperson can get during a sales call? Up near the top must be: “I am sorry, I have just bought another car.” Which means the customer was in the buying window, but you have missed out on the opportunity because the follow-up was not fast enough. This scenario was captured […]
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A recent AM Online article painted a bleak picture of dealership sales processes. A survey by automotive training and software company BTC described how car dealers’ sales processes are letting a frightening number of leads slip through their fingers. Their research shows that 35% of customers flagged as lost sales are in fact still searching […]
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