ESA Retail’s Post

The new car sales marketplace is so competitive and dynamic right now with issues such as EV mandates from Government and new entrants to the market disrupting the status quo. In this landscape, ensuring the highest quality customer experience is an absolute must.

Customer Experience Reviews (or Mystery Shopping as many people know it) is one of the most effective ways to demonstrate and evidence the customer journey for regulated product and service providers, especially within the motor trade where there are so many unique and variable customer touchpoints. We already support the Consumer Duty strategy for a number of the UK's leading motor retail brands and have both the personnel and tools to align results with #consumerduty outcomes. Are you comfortable that you have the evidence in place to demonstrate delivering positive customer outcomes consistently? CX Reviews and Surveys, Team Understanding Training, and Complaint Handling Techniques - are just a few of the services we provide motor retail and leasing brands with to support their Consumer Duty requirements. [email protected] #motorretail #regulatorycompliance #motorsector #consumeroutcomes #fca #surveys #feedback #training

Maximize your sales strategy and uncover the benefits of a razor-sharp focus on the customer experience in this guide. ⤵️ 💡 Discover: - The key elements of an effective car dealer website - Strategies for successful automotive e-commerce - Real examples from dealers like you Get the details: https://hubs.ly/Q02pSQg30 #jmagroup #Automotive #AutomotiveRetail #DigitalRetail

The one-size-fits-all method is no longer viable for dealerships. Today's car shoppers not only want a personalized experience, they expect it. By tailoring the car buying experience to each customer's unique preferences, dealerships can significantly boost engagement, satisfaction, and conversion rates. Ready to transform your customer experience? Schedule a demo today and see the DealerOn difference. https://bit.ly/459jQ1V #DealershipSuccess #CustomerExperience #Personalization #AutomotiveInnovation

Did you know that a whopping 90% of car buyers check into online reviews before deciding on a dealership? This digital diligence highlights the crucial role of online reputation in shaping consumer purchasing decisions. Understanding the impact of customer reviews empowers you to enhance the overall customer experience. Positive reviews can be a game-changer, attracting potential buyers and solidifying your dealership's standing in the community. Stay committed to delivering exceptional service, ensuring your customers drive away not just satisfied but eager to share their positive experiences online! #autodealers #dealerships #automotiveindustry #automotivebusiness #customerreviews

Is car ownership a valuable asset in today’s world? 🚗 For many, owning a car remains highly valuable. A recent Southeast Asia report has revealed that 90% of customers are interested in purchasing new cars—driven by receiving the best customer experiences, electric vehicle options, and brand loyalty. While loyalty to a favorite car brand is strong, going the extra mile to give a great after-sales and test-drive experience can make all the difference. Imagine how a smooth drive to a free vacation or adventure can add a bonus to a customer satisfaction. ➡️ Swipe through the post below to learn more! If you’d like to hear more on our brand stories, DM or email us: [email protected] #automotive #autosector #customerrewards #trends

🚗 #Quickreaction: In the fast lane of modernization, how has introducing vehicle pickup & delivery services impacted your dealership's reputation? 🌟 This pivotal move can redefine customer experience, setting a new standard in service excellence and brand loyalty. 🔍 Dealership managers and automotive professionals, how have these services accelerated your journey towards a more customer-centric reputation? Your insights pave the way for industry evolution. 📢 Share your experiences and strategies. Let's drive positive change together! #AutomotiveExcellence #CustomerServiceRevolution

Car shoppers are embracing a seamless shopping experience that combines in-person and online interactions. Adding Digital Retailing to your Dealer.com website will enhance the negotiation process and offer improved customer service. Uncover other important findings from the 2023 Cox Automotive Inc. Car Buyer Journey study: https://bit.ly/3P81c3E #DigitalRetailing #CoxAutomotive #AutomotiveMarketing

⭐📊🚗 Industry-first New Vehicle Customer Experience Report 🚗📊⭐ Our CX Lab has created a brand-new benchmark report, exclusively available to participating automotive manufacturers: 🚘 Audi UK 🚘 CUPRA UK 🚘 Ford Motor Company 🚘 Ford Pro 🚘 JLR 🚘 Jaguar UK 🚘 Land Rover UK 🚘 Lexus UK 🚘 Nissan Motor Corporation 🚘 Škoda UK 🚘 Suzuki GB PLC 🚘 Toyota Motor Manufacturing UK 🚘 Volkswagen UK 🚘 Volkswagen Commercial Vehicles UK For the first time ever, we’ve shared valuable insights with our automotive clients so they can understand how their CX performance compares to others. 🔎 This benchmarking report is based on the customers' journey of a new car sales enquiry and measures what happened within the dealership - rather than customer satisfaction. 📈 The report breaks down both PROCESS and BEHAVIOURAL performance. Providing a complete view of not only WHAT happened in the customer journey, but HOW it happened too – using the award-winning Behavioural Measurement Score® to measure the ‘HOW’. 🏆 We’re delighted to be able to offer these added-value insights to our clients!🤩 And even more incredible stuff to come from our CX Lab soon… watch this space!👀 #insights #CX #customerexperience #CXreport #CXinsights #autoindustry #automotive #industryinsights #benchmarkreport #benchmarking #addedvalue #customerservice #customerjourney

🚗🔍 Consumer expectations are evolving fast! In my latest article, I explore the key trends that are transforming car dealerships and how you can meet today’s demands for better customer experiences. 🔗 Read here: https://lnkd.in/edRTaSf9 #AutomotiveIndustry #CustomerExperience #ConsumerTrends