There’s no denying the positive impact of successful service departments in top-performing dealerships. While fixed ops account for only 12% of a dealership’s total revenue, they account for 60% of net profits. In general, when a service department is thriving, a dealership is thriving.
Within a marketplace crowded with competitive offerings—including other dealerships and third-party repair shops—your service customers have more choices than ever, and their loyalty is constantly tested. Even your most dedicated brand advocates are susceptible to the onslaught of highly targeted marketing messages they’re exposed to each day at work, home, and on the go.
So how do top-performing dealerships maximize the likelihood that new customers will become return customers—and that return customers will remain loyal? A handshake and a smile no longer define a positive customer experience—but big data can, and the strategic guidance of a true data partner can help your dealership effectively sell to, service, and retain service customers whose preferences continue to evolve.
Until you accurately assess your dealership’s current performance, it’s impossible to develop a road map to success. But with every aspect of your business competing for your attention, which aspects of the customer experience should you focus on first? Here are three quick statistics and actionable insights to help your dealership develop loyal service customers, and ultimately, drive profitability at your store.
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