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Drive to Success: Convenience is King in the Service Lane

by Lindsay Lauck
on January 21, 2019

A recent Cox Automotive study sheds light on changing behavior in the service lane—and there’s good news and bad news. First, consumers who didn’t return for service at your dealership represent, roughly, $266 billion in annual lost revenue. But, that doesn’t mean people aren’t spending cash to service their vehicles. In fact, the good news proves that people are more inclined to spend money on service that meets and exceeds their expectations. Is your franchise up for the challenge? Read more:

1 – How to Become More Customer Centric at Your Dealership 

CBT News: The number one reason why your customers aren’t scheduling at your dealership’s service center online, according to Xtime’s Jim Roche? They don’t realize they can! It’s time to put your customer’s experience at the center of your game plan this year.

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2 – New Automotive Service Industry Study Pinpoints Opportunities to Build Customer Loyalty

PR NewsWire: It’s time to take a closer look at the experience you’re providing to your service lane customers. According the 2018 Service Industry Study by Cox Automotive, you’re missing revenue being spent on providers who offer more convenient technologies like online bill pay, minimal-click scheduling via mobile, and ride-share service.

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3 – Increasing Service Business Through Convenience – A Tactical Approach

DigitalDealer: What do technology companies that offer on-demand services at-the-ready have in common? Well, for starters, they’re disrupting the market and out-performing their competitors. Secondly, they can teach your service lane a few important lessons about what consumers want.

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4 – Survey: Car Dealership Customers Willing to Pay More If All Goes Well

WardsAuto: Consumers are willing to go to great distances (literally) to find service experiences that are stress-free. Therefore, if your service lane can master these five opportunities that provide a stress-free experience, you can plan for success in the coming year.

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5 – Cox Automotive Shows Where Dealers Can Improve in Service Lane

CBT News: How can your dealership build long-term trust and foster relationships that keep your customers coming back? According to a study, 21% of customers reported it was simply being introduced, personally, to the service team when they purchased their car. Discover more insights in this article.

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Check back next week for more Drive to Success.

Tags: DMS, Drive to Success, service lane

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