Car buyers rate the positive attitude of salespeople as the most valued part of vehicle transactions, while retailers failing to keep in contact with customers after selling them a car is their...

Targeted commercial messages within premium automotive publisher sites can increase traffic to a car brand’s website by 67%. That’s the key finding of new data from Sophus3. The study analysed 135...

No matter how good a loyalty and retention process is, it will always rely on people to maximise its effectiveness. That is why incentivising them is essential. In our white paper ‘How To Create...

More and more we see schemes which try to generate a good customer outcome. At Barclays we call them magic moments, where a colleague or client has gone above and beyond the call of duty. However,...

Suzuki will major on refining its new customer website, which the company’s UK car division director Dale Wyatt claims is the best in the industry, rather than follow the trend of creating an online...

Generally, most consumers who focus on the OEM brand of the car they want to buy are often unaware of the dealership brand. When researching a new car, most consumers will engage directly with an OEM...

With estimates that car retailers in Europe now generate around three quarters of their profits from aftersales, it has become more critical that OEMs and their franchised networks listen to their...

The future of the car industry has never been under as much pressure from so many different directions as it is right now, with authorities, the consumer and the environment all likely to have an...

Those of you who bother to read my ramblings will know I am often critical of the pace of change in automotive (not of the products, though, which continue to evolve beautifully), and the willingness...

Levels of satisfaction appear to have fallen with both franchised and non-franchised dealers over the past six months. Asked how satisfied they were with their last experience, 80% of respondents said...

You can follow the journey of low-cost goods such as a coffee maker from Amazon or even a pizza from Dominos from the warehouse to your doorstep via your smartphone or tablet. But when it comes to...

As part of a major high street bank within the UK there is one topic of conversation which you can guarantee will be discussed pretty much every day. And that’s “how do we operate in a way which...

Concerns have been voiced that consumers’ safety could be at risk because they don’t fully understand the raft of safety-related technology being fitted to modern cars. Research conducted by...

The results are in. 2016 has set a new record with 2.69 million new cars registered, presenting 2017 as a challenging year. With political uncertainty, Sterling depreciation and the SMMT forecasting a...

The retail landscape has been shifting in recent years and the pace of change will continue to accelerate in 2017 and beyond. So how dealerships can prepare themselves to prosper in the face of new...

The rise of connected cars has come in a variety of forms, and from a number of different directions, with manufacturers and aftermarket installers both tapping into the modern car, and recording...

2016 was a record year for car sales in the UK, with almost 2.7m new cars sold – a truly a remarkable result. But I wonder at what cost? Already, the SMMT are predicting a drop in new sales this year...

The old adage ‘the customer is always right’ has never been truer. Customers have become accustomed to the convenience and empowerment of online shopping and they have come to expect their time...

As dealers contend with ever increasing customer expectations it’s no surprise that the issue of recruiting and retaining good employees remains high on the agenda, with 86% of respondents citing...

As an industry we bang-on about getting a smoother transition for the customer’s online experience to the showroom experience, so I thought I’d share with you a recent online-offline purchase I...