Creating loyal customers is crucial in many industries, including in automotive. If you’re in the motor industry in any way, you either need customers who will keep coming back or you need satisfied customers to spread the word to help you make more sales. A good customer experience is key to both of these things, ensuring you have customers who trust you to deliver an excellent experience every time. Of course, delivering a good core product or service is one thing you can get right. But there’s also more to providing a customer experience that’s memorable for the right reasons.
Upgrade Your Waiting Room
If your customers are ever waiting around, whether it’s for an appointment or for a service to be completed, you can give them somewhere comfortable to do it. Of course, there are times when they prefer to leave and come back later. But if it makes more sense to wait, a quality waiting room, reception or lobby can make all the difference. From comfortable seating to a coffee machine, you can provide your customers with things that make the wait a little easier. Air conditioning on a hot day, a TV or music, or even an easy way to see when you’re ready to serve them are all good ideas.
Create Seamless Processes
The smoother the customer journey is, the more your customers will appreciate it. They want it all to be as easy as possible, without any annoying obstacles getting in their way or taking too long. Creating seamless processes makes things simpler not just for them but also for you. Some of the things you might consider include how customers can make an appointment/book in their vehicle, how they can cancel a booking, the payment methods available to them, and the different ways they can get in touch with you.
Give Away Nice Extras
Sometimes it’s the little things that really make a difference to the quality of your customer experience. Customers often really appreciate small tokens to show your appreciation. Promotional merchandise makes great giveaways, whether your customer has just bought a car or has just received a service from you. Take a look at some of the products made by Myers Motor Merchandise for inspiration on what you could give away. There are small and inexpensive items, as well as quality, long-lasting products that offer more value. Whatever you choose, make sure it’s useful to the customer.
Make the Experience Personalised
Personalisation of the customer experience is more important than ever. Fortunately, it’s also easier than it has ever been. You can now use a range of tools to collect data about your customers, segment your audience, and serve them the right messaging. There are various ways to create personalised experiences online, which can also help you make the customer journey more personal when serving customers in person. Meeting them in person even gives you an advantage over purely online businesses.
If you’re in the motor industry, improving your customer experience could create more loyal customers who come back again and again.