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Ongoing Communication: Ways to ensure your customers become advocates

Your new customers will notice (and be slightly amazed) if you’re just as attentive after they buy their new vehicle as you were before.

Post purchase is the ideal time to create your advocates and brand ambassadors based on your excellent service. Nailing this stage will have a big impact on CSI scores.

Your new customers will notice (and be slightly amazed) if you’re just as attentive after they buy their new vehicle as you were before. It’s so easy to make this happen: add post-sale follow up calls to your diary or simply automate your customer email communication.

Make sure they’re completely delighted with their car and with the sale process. If they say they aren’t, it’s easy enough to hang up on them. (Just kidding!) If they have problems or concerns, this is your chance to be a superstar. Because soon they are going to tweet one of two things:

  • I got ripped off at Dealer XYZ and I am so angry!
  • I just had the most amazing experience with Dealer XYZ and I am so happy!

It’s all in your hands, hero.

Act now to fix their problem and you’ll reap the benefits. Brush them off and you’re on your way to the one-star rating that another potential customer will see tomorrow.

Once they’re happy, stay engaged. Today is when the next awareness cycle starts. Send them special offers or event invitations, using whatever communication mode they prefer. Now is the time to create your advocates and brand ambassadors based on your excellent service.

And by the way: nailing this stage will have a big impact on CSI scores. It’s worth paying attention to every detail here! Happy owners, happy ratings.



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The Insight Center was developed with the dealer in mind. With everything from white papers to instructional videos, the Insight Center is your resource for automotive tips and best practices.

About CDK Global

We provide integrated technology solutions to over 26,500 auto, truck, motorcycle, marine, recreational vehicle and heavy equipment dealers throughout the world.

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