Automotive Retailer: Transform Customer Journey and Increase Car Sales
Automotive Retailer: Transform Customer Journey and Increase Car Sales Avakash Dekavadiya Technology is augmenting customer standards at a breakneck speed. For automotive retailers, there is an increased focus on functioning beyond the expected service, to provide a distinguishing customer experience. The transformation that the automotive industry is undergoing will, in turn, have impacts on the entire customer experience and the value chain. While automotive retailers have to maintain to acquire, retain and maintain loyal customers in their traditional business, they are considering new emerging business models. How Salesforce transforms customer journey? The present-day shoppers and owners have higher expectations for every brand they interact with. They expect a personalized and seamless experience through every phase of the customer life cycle. Salesforce assists you to hear your customers out and engage them at each touch-point, comprising of online, social media, mobile devices, showrooms and upcoming connected cars. The key to accelerating innovation is by creating personalized journeys to build customer loyalty. Salesforce will enable the dealers with: Lead Management Customer Records Activity History Campaigns Tracking & customer recognition Complete visibility of ownership and service history Test drive records Vehicle configuration Order generation Salesforce provides functionalities to support an omnichannel offering made available with a push of the button accessed via your brand’s mobile apps and now available on the dashboard in app-enabled vehicles. Salesforce makes the future look exciting as the platform shifts from just offers and deals to increased interactions and transactions with customers.How does Salesforce help convert more leads? Salesforce helps you capture and direct leads from any channel and handle the relationship from the hand-raiser to test drive to sale with profound insights. Salesforce CRM empowers automotive retailers with the convenience of a unified view of the customer that caters to the holistic view of the data so that everyone can see everything they need to know about the customer. This helps move deals faster, prioritize and make quick decisions based on the updated information from any device.[Salesforce thus assists in nurturing the leads so they are ready to convert and then consequentially route them to the right sales representatives at the right time. How Salesforce connects and engages customers at every channel? Today’s ever more connected customers live in an instant, mobile, web-driven world where only personalization rules. Customers expect brands to be there at every phase of their vehicle ownership. Thus, they expect uninterrupted, one-to-one service on the channel of their choice, anywhere, every time. Salesforce assists automotive retailers to craft more personalized and connected experiences helping them sell better, service better and keep the relationship strong. Salesforce empowers automotive retailers to access all of their customer data and put it all into action instantaneously. Salesforce helps them create a 360-degree view of every customer and send them personalized messages across each interaction in any phase of the customer lifecycle. Besides this, Salesforce also helps inspire customer engagement at every touchpoint and craft seamless relationships with your customers regardless of how they are communicating with your brand. Salesforce also enables you to quickly integrate features like live chat, video chat, in-app messaging, knowledge articles and more to your native mobile apps. This empowers automotive retailers to cater branded, best-in-class service experiences anywhere and every time your customer needs service. Omnichannel with Salesforce Salesforce helps the automotive industry to break through any barrier to customer satisfaction. The platform caters intelligence and productivity tools to help automotive dealerships deliver more connected, personalized and proactive customer services across multiple channels and devices. Besides this, Salesforce as an agile and scalable platform adapts effortlessly to growth and evolving business and customer requirements. To cater seamless omnichannel experiences one needs to connect the right information to the right people at the right time. Salesforce just does this. Learn how to stand apart as a great automotive dealership by reaching out to us at marketing@aimdek.com. skip render: ucaddon_next_prev_post
The Future of Car Dealerships – The Omnichannel Experience
The Future of Car Dealerships – The Omnichannel Experience Avakash Dekavadiya The present-day’s automotive ecosystem is stricken with an impeccable storm of three key factors – competition, technological advancements, and connected customers. These three factors are catering to new opportunities for customer engagement, innovation, and business transformation. In order to implement these factors, automotive dealers will need to take into account new business models and update the existing distribution channel. As per changing trends, we foresee a confident shift towards the omnichannel business model. The future of the car dealerships will depend on the model where customers will experience impeccably integrated shopping, buying and owning processes regardless of the channel in which they choose to communicate. The shift from Traditional to Omnichannel Experience The automotive retail model has been fairly stable over the past century: vehicles are wholesaled by Original Equipment Manufacturer (OEMs) to dealerships. The transaction from OEM to dealerships is financed by attentive finance organizations aligned to the OEM before the vehicle is delivered via third-party logistics companies to the dealerships. The dealership then sells the vehicle to the customer that likewise finances through the finance companies or through a bank. This model has endured even as the rise of e-commerce has brought remarkable changes to most brick-and-mortar retailers. Regardless of the burst in the online activities, the predicted end of the brick-and-mortar store still hasn’t arrived. Successful automotive retailers have identified the value of a truly omnichannel experience joining together the best of both the physical and the digital worlds and making the transition between the two worlds seamless. The necessity for omnichannel strategy in automotive dealerships is the expected result of the longing to move to a more customer-centric retail model. There are mainly three crucial global trends that push automotive retailers to make a shift towards omnichannel: Connected customers: Today’s customers are increasingly and constantly connected and keep almost every information at their fingertips. In turn, this is causing them to be more focused shoppers who are no longer browsing the dealer’s lots expecting to find their match. New retail concepts: Innovative models like direct-to-customer models, home deliveries and brand boutiques generate new expectations for consumers. Today, automotive retailers need to brace up for these changing expectations as customers find value in these new retail concepts. Digital technologies: The intensification of big data, cloud computing and innovations in core digital technologies need to be used, which allows businesses to more agilely address customer requirements. Omni-channel customer journeys in automotive retail Customers who are accustomed to omnichannel experiences in other industry domains are now expecting the same experiences while buying their next car. In the recent past, the percentage of customers swayed by digital and mobile when making automotive purchases has increased from 40% to 55%. Today, shoppers spend up to 75% of their shopping time online and rely greatly on digital tools. Also, third-party service providers have started to fill gaps in various digital services that the prevailing ecosystem doesn’t cater. While taking into the account that the digital ecosystem forms a crucial source of information and purchase influencer, several automotive retailers are identifying the necessity to embrace new practices. For now, in automotive retail, offline will stay to be an essential component of the customer journey. Offline activities like test drives and servicing play an important role as two out of three customers say that they influence their buying decisions. Even if kicking tires may well have been replaced by clicking tires, it is crucial to note that in the retail environment, customers making use of a digital device in-store are more likely to make a purchase. Why Automotive retailers need to shift to Omni-Channel Automotive retailers must consider offering the experience customers want. Customers increasingly ask for experiences that are personalized, frictionless, immersive and easy-to-understand for shopping, servicing and purchasing. While researching for the vehicle they wish to buy, customers want to make sense of all the available options like new versus used vehicles, incentives, and rebates, financing offers and car sharing. Customers today largely are dependent on third-party websites for such information, but now automotive retailers must become an integral part of research phase or they may risk losing their customers. Researching, learning, and shopping must become completely virtual for the customers. The inescapable impact of digital on customers is now welcoming the industry to admit that the hours-long process of car buying and paperwork is totally obsolete and must be abandoned.Customer Omnichannel Experience Expectations A completely streamlined digital experience, accomplished in less than an hour from the beginning is what customers want today- and what they experience in many other aspects of their digital lives. Automotive retailers must innovate the ownership experience, including after-sales service and in-vehicle experiences and offer relevant value propositions not available elsewhere but only in your digital property. Both, OEMs and automotive retailers play a crucial role in creating this experience. However, the collaborative relationship between them is of the utmost importance for catering an exceptional digital experience. The future of car dealerships is shifting from a product-driven model to a model driven by customer experience, loyalty, mobility services offered by the brand aligned appropriately with evolving customer expectations about the car dealership experience. OEMs and automotive retailers must consider disrupting the present automotive retailer network into a lucrative modern sales and marketing channels that amalgamate the vast arrays of opportunities in emerging technologies with an updated vision of traditional retail supporting clicks, bricks, and handshakes to meet customer expectations. AIMDek is a pioneer in delivering Automotive Dealer Software Solutions, which includes Intranet for internal communication, a franchise portal for seamless communication between dealers are their resellers/franchise owners and customer experience platform for providing a car buying experience for your customers a memorable one. Learn how to stand apart as a great automotive dealership by reaching out to us at marketing@aimdek.com skip render: ucaddon_next_prev_post
Top 5 Customer Experiences that enhances Automotive Dealership Sales
Top 5 Customer Experiences that enhances Automotive Dealership Sales Avakash Dekavadiya Think of the times when encompassing the best billboard, enormous expandable gorilla, or the best variety of inventory was just sufficient to attract customers to your dealership? Well, this is no longer the scenario as innovative digital channels and ever-evolving customer expectations have disrupted the marketplace. Customers today have more options, do extensive research and expect a seamless experience across multiple touchpoints before even considering to step into any dealership. Read on to find out some prototypical customer experiences that can help you increase your dealership sales: Enable your customer to reach you using multiple channels Traditionally, automakers and dealers have been interacting with customers making use of the multi-channel approach which allows for diverse sources and ways to accumulate information. However, these channels often provide a disjointed customer experience. Customers today want flexibility and freedom to switch between several information sources and obtain a similar brand experience across every channel. Thus, today dealers need to grow to an omnichannel strategy to cater a seamless customer experience at every level of the customer life-cycle throughout stationary, mobile and virtual sales and communication channels. Today, it is recommended to actively manage all communication channels at your dealerships via advanced integrated CRM systems which further make certain access to holistic customer data and information to all the employees at every level of the customer journey in the car buying process. Know Your Customer & Customize Your Future Interactions with them Are your customers welcomed by a salesperson ready to PUSH a sale or a consultant who is primed to ask questions to provide them with the car they need according to their present situation? At any given time, customers want to feel like they can trust the person who is selling them the car. This implies questioning them about their monthly payment budget, their car usage, number of family members who will ride in it and even be notifying them of potential interest rate changes so that they can make a well-versed financial decision. The sales advisors at the automotive dealerships carry mobile devices (tablets/iPads) that allows them to seamlessly do everything quickly while being side-by-side with the customer. No running back to the desk to fetch various documents or photocopies. The sales advisor scans it all through the device. This leaves the customers with a feeling of transparency since the customer can see just what the salesperson can see and the sales advisor doesn’t leave the customer’s side to fetch the latest inventory, price or incentive information. Let Your Customers Embrace Convenience Is it comfortable for your staff who are assisting with a sale to find suitable Vehicle for your customers? Can they pull up pricing and other information about a car before customers go and see the car in person? Whether it be using a mobile handset or an iPad or a tablet, your staff must have car information at their fingertips. Your customer’s time is precious and being able to access a car in a well-organized lot shall show your customer that your dealership values time and efficiency. The faster the process, the more likely customers can be open to a sale. Allow your customer to make an appointment, check their car report, check upcoming service suggestions and browse your present vehicle inventory from their PCs or mobile devices. You may even make use of various texting platforms to take the customer experience to another level. You can cover everything from a quick reminder message of an upcoming oil change to allowing your customer to text in a service request can set you apart as a convenient place that customers would want to go and suggest their friends about. Shorten the Car-Buying Process by Automation According to various analysis, car buyers are the least satisfied with the length of the car buying process. Almost 72% of the customers wish to complete their applications and other paperwork online. The key factor driving this is to save time at the dealership and to have less pressure while filling out the paperwork. Shifting paperwork online and empowering customers to finish it on their own greatly enhances the in-dealership experience and thus cut down on the time they spend in the dealership on the day of purchase. In order to further enhance the in-dealership experience, one must consider to cut down on the idle-waiting time on the day of purchase. So, in order to enhance customer experience for your dealership, you must consider every possible way to cut down the processing time for car buying. Add a Digital Edge to Your F&I Process According to a study, satisfaction deteriorates after 90 minutes at any dealership, no matter how exceptional your customer experience is. Standard financial and insurance paperwork takes more than an hour. Dissatisfaction begins to sneak in. Consider allowing your customers to enter F&I information online to significantly shorten the process. Also, having a detailed description of F&I products online that comprises of their benefits can further cut down time F&I, staff need to take to explain it to your customers. This eventually, can help your dealership increase the likelihood of a sale. There always is a persuasive correlation between customer satisfaction and loyalty. When dealers identify that their customers are eyeing on experiences that put their requirements first as well as underlines education and consultation as an alternative of a ‘’sell, sell, sell” approach, dealers are more likely to convert initial requests into loyalty. The trail to increased sales and referrals is by catering a stellar customer experience that offers potential car buyers specifically what they need. This necessitates data, lots of it, and of course the technology and analytic capabilities to come up with insights to deliver targeted messaging across the right touchpoints at the right time. AIMDek is a pioneer in delivering Automotive Dealer Software Solutions, which includes Intranet for internal communication, a franchise portal for seamless communication between dealers are their resellers/franchise owners and customer experience platform for providing a car buying experience for your customers a memorable one. Learn how to stand apart as a great automotive dealership by reaching out to us
Top E-Commerce Trends In 2018
Top E-Commerce Trends In 2018 Avakash Dekavadiya Top E-Commerce Trends In 2018 can help entrepreneurs plan, strategize and evolve their business functions in accordance with the market needs. Here are e-commerce trends for 2018 that will help you thrive in the e-commerce world and gain a competitive edge Latest e-commerce Statistics: According to Statista, Global e-commerce is predicted to hit $4.5 trillion by 2021 while having touched $2.4 trillion in 2017 11% of shoppers now shop online via their smartphones on a weekly basis 35% of shoppers admitted smartphone is going to become their chief purchasing tool 39% of the online shoppers utilize social platforms to obtain inspiration for their purchases With these whopping numbers, the e-commerce industry marks off another year in the calendar. Whether you are an aspiring businessman attempting to understand ways to set up online stores, a top-notch e-commerce website development company, an e-commerce consultant for the online marketplace or simply an ever-excited customer, it is going to be extremely worthy of note to inspect what 2018 holds for us all in the e-commerce space. Uncover the following major trends in e-commerce sphere that caters visions on how to strengthen brand awareness, bolster relations with your customers and many more.Trend#1: Advanced Image Search An image search will be significant to a thousand words Social media will prove to be an impeccable landscape where retailers will be creating a buying scenario by displaying their products on their respective apps that consumers spend the majority of their time with. 2018 will witness consumers making use of advanced IMAGE-SEARCH instead of typing in several words for the very first time. By 2021, the advanced searches powered by voice and image are predicted to make up 50% of the total searches made by consumers. Image analysis automation allows consumers to capture a picture of an object and then search for that very product or a product similar to that one. Businesses incorporating advanced image search capability into their digital strategies are likely to be richly awarded in upcoming years. Firstly, because the product information management investment of businesses integrating this capability will take ROI’s to new heights. Secondly, it will empower businesses to flow into new markets grounded in the quality and multiplicity of the images they cater to their products. Because integrating this capability will completely eradicate the language barrier or product names or unknown/incorrect attributes.PINTEREST: Pinterest has profoundly invested in advanced VISUAL-SEARCH Technology which transforms your smartphone camera into a search engine for innumerable products SCREENSHOP: With ScreenShop app which is Kim Kardashian’s venture, consumers around the world can effortlessly shop for various looks they fancy on platforms like websites, social media and even on the streets by simply capturing a picture/screenshot which is later converted to visually similar and shoppable items at a range of price points and retailers.Trend #2: More Delivery Options Offered On E-Commerce Websites 2017 witnessed significant growth in on-demand deliveries. We will see more delivery options coming up in 2018. We will see a rise in expectations for agile delivery. Same-day/ Next day delivery is becoming an increasing expectation. E-commerce companies that can dispatch products the moment the consumer places an order and yet charge negligible shipping fees are going to succeed by a larger margin. Amazon opened a lot of new shipping centers near the major cities to facilitate same-day delivery to Amazon Prime consumers. According to TechCrunch, Google reportedly will launch competitor same-day delivery service “Google-Shopping Express” which will offer same-day delivery from stores like Walmart and Target. E-commerce companies are required to be innovative in optimizing their last mile deliveries in this competitive landscape. 2018 is also going to witness a lot of logistics giants like DHL, UPS, Flytrex kick-starting their drone delivery services. Amazon is commencing – Amazon Prime Air which will make use of drones to deliver products in 30 minutes or less to their consumers. Today, as these e-commerce giants offer same-day deliveries, they manage to come out as a winner with a majority of customers who want their needs met, fast. As it becomes the norm, people become increasingly comfortable paying extra for same-day deliveries.Trend #3: Advancing E-commerce with Augmented Reality and Virtual Reality Ideating products from “What WOULD it look like” to “What DOES it look like” in your homes A Report by DigitalBridge indicates that over 70% of the consumers will be more loyal to brands integrating AR/VR in their businesses to enhance their shopping experience. 2018 will spectate AR/VR growing huge as several brands and businesses introduce features that enable consumers to use their smart devices to practically visualize products before attempting to purchase them. From couches to kitchenware, consumers will now be able to visualize how exactly the items look in their physical environment before placing orders. This is also likely to drive orders for ‘plus-sized’ objects (bathtubs/furniture). The National Retail Federation estimated that the product returns cost U.S. retailers more than $260 billion and were lost in sales. This will further solve e-commerce’s $260 billion problems of PRODUCT RETURNS. AR/VR will also become an integral part of packaging experience with QR codes generating ‘enhanced experiences’ of various products. IKEA: Ikea Place is an AR-based app that allows you to virtually ‘place’ furnishings in your living space. Every product is in 3D and true to scale to ensure it’s just the right size, design and functionality in your space.AMAZON: Amazon has introduced AR view in its app which enables its consumers to visualize online products in their own living space, operating their smartphone camera.Trend #4: Machine Learning and AI in E-Commerce Machine Learning will club with AI to create supreme customer experiences The emergence of AI will create the perfect, personalized customer experience as AI will witness a rise in the use of natural language processing to eventually bring up vastly better search results. Next, we also will be glimpsing AI tracking customer’s purchase/ cart abandonment behavior at a much greater level than humans today are capable of. With that coming up, AI will head start producing enormously efficient and productive sales process
