With the exception of a house, a car is one of the most expensive purchases a consumer will make. The automotive market is enormous and consumers expect a great deal of variety. However, it is difficult to convince prospective customers that a specific dealership is where they should purchase their vehicle.

Customers need to know that they aren’t going to be scammed into buying a lemon by a pushy salesman. Car dealerships can prove to customers that they provide reliable and trustworthy products by encouraging customers to review their purchase online. It is essential that dealerships monitor these online reviews to ensure they are doing everything in their power to satisfy their customers.

Why online reputation matters for your dealership.

Here are a few stats that show how customer experience is crucial in today’s environment:

• 65% of customers find a positive experience with a brand to be more influential than great advertising. 
• 55% of CX professionals believe their companies will be too slow and face disruption from more innovative, nimble and customer-focused competitors. 
• 67% of customers say their standard for good experiences are higher than they’ve ever been. 

Positive reviews prove to potential buyers that they will not be swindled by fast talking car salespersons. Online reviews help potential customers to make up their minds on the right dealership.

Sell more cars with these 3 customer experience strategies.

Request Feedback Often

When customers can go online and see that a dealership is respectable and fair they will be more likely to shop there and they will be more comfortable making a purchase. The only way to get this precious feedback is by asking your customers to write reviews.

Studies show that 92% of customers consult reviews before making a purchase decision. That means the more social proof that you have on these websites, the better your chances of getting potential customers to choose your business in the future. That being said, garnering more online reviews is worth its weight in gold for your dealership.

Highlighting Company Wins on Social

A great way to entice a new customer to purchase their vehicle from a dealership is to highlight a positive review of a previous happy customer. Highlighting these positive reviews on social media is a great way to showcase your dealership’s wins on your various platforms and create content pillars surrounding UGC (user generated content marketing).

Acknowledge Customer Feedback & Make Negative Experiences Right

It is important to address the concerns of upset customers. Helping those customers find a resolution or by ensuring the circumstance that made those customers upset is avoided is a key component of ensuring they have an improved customer experience. Keep in mind, their experience can bring in great referrals to your dealership or deter potential customers.

Lee McNiel