Driving Customer Loyalty Through Service

March 29, 2023
Are you looking for ways to improve your customer service and increase customer loyalty? Join CallRevu and ASOTU for a webinar that will explore how better phone management can make your customers feel cared for. In this webinar, we will discuss three key strategies for driving customer loyalty through service.
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Summary
Transcription
  • Rates are up and still climbing. People are considering keeping their vehicles and those vehicles are getting older
  • AVG vehicle age crossed 12 years for the first time ever according to S&P Mobility. This was accelerated by COVID
  • 20% increase in leaseholders deciding to buy off lease from 2019-2022 (Todays email citing CNBC/Cox
  • Avg mileage 
  • The importance of first impressions
  • The hospitality effect: expecting to be taken care of or expecting it to be a challenge from the first contact
  • CallRevu data points:
  •  An average dealership received over 500 monthly service calls alone
  • 38% of calls are going unanswered – due to being abandoned, mishandled or sent to voicemail
  • The importance of first impressions setting the expectation 
  • The hospitality effect: expecting to be taken care of or expecting it to be a challenge from the first contact
  • The best hospitality operators are those who prioritize ‘ownership’ 
  • Making sure someone is accountable for every guest and having the ability and authority to solve a problem: Nordstrom, Ritz Carlton, Disney
  • Importance of fixed ops and profitability
  • Majority of reviews come through the service lane
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