Last week, when discussing the closure period, a wise dealer friend made the point: “What does ‘closed’ mean?” He quickly added: “Even if there’s a sign on my door stating we’re closed,...

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Outside of buying a house, a car is one of the biggest purchases people will make in their lifetime. It should be an exciting experience that matches the enjoyment of driving the car itself. Despite...

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2020 will be a big year for the auto industry, not least because of increasing anxiety around climate change and the disruption Brexit could cause. In its report on consumer trends for 2020,...

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Nissan Europe senior vice president and chairman Gianluca de Ficchy says the company is reinventing its approach to retail and integrating itself more closely into its customers’ lives, with the...

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As consumers entertain more options in meeting their transportation needs, the latest Global Automotive Consumer Study from Deloitte focuses on perceptions of advanced vehicle technologies, and finds...

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How more closely managing sales staff’s role can improve customer experience and boost sales Go to any automotive conference, in any town and you’ll be hearing a lot of buzz about...

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The future for the automotive sector is less about a rapid pivot to autonomous, electrified mobility and more about transforming the customer experience to one that is digital, omnipresent, and...

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Big Data lets us personalise the customer’s journey, but many of the assets are in your own company already By Jonathan Robbins   There are masses of consumers out there but today, more than...

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Endeavour Automotive has overhauled its digital output, with notable results to both website traffic and sales figures Endeavour Automotive, an established London-based dealer group with Hyundai and...

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Retailers can’t control everything that creates a customer’s experience, but there is a lot that they can affect to influence how a buyer feels By Gary M Cook While there is no doubt that Simon...

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Aftersales is often looked on as the poor relation of the automotive industry. Unlike the sales departments where bright, sleek, new or pre-owned models are being dangled in front of the eager public,...

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More than half of franchised dealer customers say they use them because of their specialist expertise. Some 57% of respondents to the latest NFDA Customer Attitude Survey said they used franchised...

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Lets’s consider two examples where Blockchain could help to improve the perception of the vehicle brand and the customer experience. Vehicle software management A premium car manufacturer wants to...

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How looking in at your own business can be crucial when you are looking to improve your customers’ experience By Gark M Cook Reports in the automotive press this month point to a real and often...

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Sytner aims to ‘meet’ its customers as early in the buying process as possible, and uses video and online chat to get in front of them at the first opportunity Similar to other dealer groups,...

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It’s easy to reach out to a customer, but it takes a little more effort to make a great sales call. Here’s how to make the upgrade By Darren Williams One of the things I hear more than anything...

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You’ve put a lot of effort into making the phone ring, here’s how to make those calls count By Stuart Buckley The phone is a crucial tool for reaching out to clients old and new, but it is easy to...

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The automotive industry can learn from other types of retailing, even those that work in very different spheres By Gary M Cook As Amazon makes suggestions that they could make some serious inroads to...

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How to assess your staff’s use of time, and make sure it is paying its way By Brent Wees Some analysts are seeing a slowdown in car sales month over month in 2017, and this could be by as much as 4%...

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Without a physical customer, or a written record, the telephone enquiry is one that is easily lost. Here’s how to ensure that never happens again By Darren Williams, director of Elements PRMC Ltd...

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