Automotive dealerships looking to transition to a more CX-centric business model and to enhance the efficiency and effectiveness of their sales and service functions, need to pursue these four no haggle car buying changes:

 

• For dealerships introducing new services like annual EV maintenance, establish dedicated teams for proactive outbound communication.
• Set up “Experience Centers” or provide online support and information. This involves the formation of central teams that can assist in-house staff or directly interact with customers through the dealership’s online platform.
• As profit margins in the automotive sector tighten, we anticipate a shift from isolated, local, self-contained teams in each location to more centralized operations, where costs can be optimized. You’ll need to consolidate elements of local teams across various dealerships with a single, larger team, reducing costs and enhancing sales efficiency.
• Another critical area for growth is digital integration. You’ll need to architect digital customer journeys by implementing tools like live chat and knowledge bases on dealership websites, as well as ensuring CRM and chatbot integrations.

 

Dealerships are on a transformative journey, and during times of industry disruption, you’ll need a clear vision for the road ahead. They face a pivotal moment as no haggle car buying becomes the norm, necessitating a shift towards a more transparent, customer-centric model focused on superior customer experience (CX).

Check out our Automotive CX Executive Report to learn more about the trends impacting the industry today.