How to Develop a Great Customer Experience Strategy: 6 Tips

Car dealerships that focus on delivering exceptional customer experiences are the ones that win. Research reveals that more than 86% of customers are willing to pay more for a better experience.

Here are 6 surefire ways to develop a great customer experience strategy and drive more customers & reviews:

1.   Know who your customers are

Once your dealer staff gains a clear idea of customer needs and wants, they will be able to connect and empathize with the situations your customers face.

One of the best ways to do this is to profile customer types and create personas. These personas can help your customer support team understand customer behavior better and build a truly customer centric work culture.

2.   Deliver excellent customer service

Customer service should be customer centric and business focused. In order to improve customer experiences, you need to consistently evaluate and benchmark every customer interaction.

Numbers say that customer-centric companies are 60% more profitable, and dealerships are no different.

3.   Gather customer feedback

How can you tell if the dealer staff are delivering consistent customer experiences? The only way to know is to ask your customers. To get there, you need to gather customer feedback in real time.

Leverage email and live chat tools to gather customer feedback. You can also make outbound calls to gain more insights.

4.   Build an omnichannel strategy

Building an omnichannel communication strategy is essential as it enables dealerships to gain crucial insights into customer interactions and behavior. In fact, 9 out of 10 consumers expect an omnichannel experience with seamless service across various communication platforms ranging from the telephone and website to social channels.

Remember, seamless interactions across communication channels is the key to providing delightful customer experiences.

5.   Empower your staff

Outstanding customer experience is what makes customers keep coming back for more while spreading the word about your business. To get there, you need to empower your employees to go the extra mile for customers.

Dealerships must make it a point to listen to employees and cater to their issues and needs.

6.   Engage with your customers on social media

One of the most effective ways to engage with your customers is by leveraging social media.

If they follow you on social channels, it means that they are interested in the dealership. Use this opportunity to build strong relationships and engage with your customers.

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