Engagement HAS to be the metric that dealerships focus on to be more successful in 2018. It's pretty simple, if you talk to more people, you sell more cars. If 80% of car buyers purchase a car in 10-14 days, engagement is critical (now more than ever) to monitor. Relationships are long gone, and we must focus on the customer experience. We have to focus on the customer's way of communicating vs. the way we want to communicate. Communication tools used today are email, phone, text, personalized video, artificial intelligence & social media. We need to understand the CUSTOMER'S preference and engage them on THEIR terms. Focusing on the engagement method for every customer is important to know for you to be more successful in 2018.
Primary Learning Objectives:
- Create an experience for each and every customer.
- Leverage your tools to help you achieve your engagement strategy.
- Develop a process to monitor engagement on how the customer appreciates to be communicated.