Aftersales departments nationwide are still feeling the fallout from the MOT extensions implemented during the pandemic. It has been three years since the UK government extended by up to six months...

Expectations among car buyers are almost always satisfied by retailers, but customers remain less happy with the quality of dealer staff, new research has revealed. The finding comes from a deep dive...

Within the last five years alone, consumers’ expectations of the purchasing experience have completely evolved. With retail industry giants such as Amazon and Apple setting new standards for...

Car buyers rate the positive attitude of salespeople as the most valued part of vehicle transactions, while retailers failing to keep in contact with customers after selling them a car is their...

Land Rover design director Gerry McGovern has likened the Range Rover Evoque to an Apple iPhone – and insisted the firm would have been mistaken to radically change the design of the all-new...

Volkswagen UK dealers are beginning to take delivery of the firm’s new range-topping model, the Touareg large SUV. Prices start from over £50,000 and VW believes a large proportion of cars will be...

Issues such as Brexit uncertainty, government policy and media bias have all knocked consumer confidence, with slow first quarter new car sales. But as we enter the second quarter, there are...

Changing consumer demands are raising the bar for today’s automotive retailers. High expectations of a connected digital experience mean dealers should look to ensure their businesses are in step...

After growing its market share to 3.7% in 2017 in the UK, Hyundai is targeting 4% in 2018. With a host of new models over the last 12 months and more to come, the brand is looking at the current slow...

Generally, most consumers who focus on the OEM brand of the car they want to buy are often unaware of the dealership brand. When researching a new car, most consumers will engage directly with an OEM...

The future of the car industry has never been under as much pressure from so many different directions as it is right now, with authorities, the consumer and the environment all likely to have an...

As I continue my search for a new car, I can’t help but offer more observations on the industry and its retail proposition. Firstly, for an industry that clearly suffers from over supply, it’s...

2016 was a record year for car sales in the UK, with almost 2.7m new cars sold – a truly a remarkable result. But I wonder at what cost? Already, the SMMT are predicting a drop in new sales this year...

The old adage ‘the customer is always right’ has never been truer. Customers have become accustomed to the convenience and empowerment of online shopping and they have come to expect their time...

Skoda is going back to basics for 2017 with a huge push on its accreditation programme for all retailer staff. At present, what the VW-owned brand describes as “a relatively low proportion” of the...

As an industry we bang-on about getting a smoother transition for the customer’s online experience to the showroom experience, so I thought I’d share with you a recent online-offline purchase I...

Radically different “rules of engagement” with car-buying consumers generated by responses gleaned from the Mazda MyWay initiative – which was designed to stimulate competition for incremental...

Bringing 65 UK-wide Ford dealerships under the TrustFord brand has delivered a more consistent experience for customers, made it easier to have conversations with customers about vehicles and offers...

Retailers that continuously innovate in the area of customer engagement will be those that survive. Those who see customers before channels will lead. The retailers who get us talking and raising...

In the dawn of the digital age we have seen dramatic changes in the way customers shop. And the automotive industry hasn’t escaped this; while it still relies heavily on the physical presence of car...