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How Customer Expectations Have Changed Over Time
Customers – they’re the lifeblood of your dealership. It doesn’t matter that you carry the latest range of the most capable ATVs, or the most powerful jet skis on the market in your dealership inventory. If you have no customers, then you have no sales, which means, ultimately, you have no business. It’s as simple as that.
Marketing Automation is the process of acquiring and then keeping customers, but if you’re not meeting their changing expectations, you’ll find that they defect to your competitors. If you’re not entirely certain how customer expectations have changed and continue to evolve, we’ll explore what you need to know below.
CONNECTED
One of the most important considerations when it comes to customer expectations is that they assume your brand is going to be online. Not only does that mean you need a branded website, but it also means having an active social media presence is critical. If you cannot be found online, or don’t maintain enough of a presence to interact with your customers in the digital domain, they’re going to find a competitor that will.
SEAMLESS
Once, the only touchpoints between a business and its customers occurred when a product was purchased, and then perhaps when equipment was serviced. Today, there are so many more touchpoints that you must be aware of and manage correctly. Customers expect a seamless experience and perfect handoff from a digital touchpoint like social media chat to an in-store experience. It’s vital that you are able to monitor and manage these touchpoints to ensure that is possible & using the Ai Powered CRM can help you achieve just that.
PERSONALIZED
The one-size-fits-all approach, well, doesn’t fit, at least not anymore. Your customers expect their interactions with your brand to be personalized and customized. That applies just as much to in-dealership interactions as it does to email marketing or SMS marketing. This ties in with the shift toward seamless interactions and being connected with your brand. In an ideal world, a customer would be able to read a personalized email, click a link to your dealership’s Facebook page and interact with a customer service rep, and then visit the dealership and be recognized by name when they stepped onto the sales floor.
ACCURATE INFORMATION
A quick Google search will give you access to almost any type of information you need. Customers expect the same experience with the companies they patronize. If a customer visits your showroom and asks about a specific model, or a particular accessory package, or a color option that’s not on the lot, they expect you to have (or be able to get) the information they need. If you can’t, they’re going to opt out and go elsewhere.
How to Address Shifting Expectations
As you can see, customer expectations have changed dramatically over time. However, it is possible to address them and keep up with their evolution. The answer in most cases is to use a Ai Powered CRM platform that allows you to collect customer information, track interactions, and build a strong, long-lasting relationship.
Find out how we can help you build those keep up with the customer expectations at your powersports dealership!
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