The future of the automotive industry hinges on the value of customer experience. A great experience transcends product features. Brands that intrinsically understand that develop a deep emotional...

Against a backdrop of increasing competition, with some buyers willing to buy nationally, an ever better informed customer, new FCA rules and of course the pandemic, the last year has been both...

As the motor trade sector remains hamstrung by economic and political forces beyond its control, it is vital to take every measure possible to retain customers and strive for growth. The key to this...

In today’s motor retailing environment, the importance of added value services has arguably never been more critical to the bottom line and meeting customer needs. I’m encouraged to see some...

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...

If you think auto retailing is a tough business, spare a thought for the online estate agent industry. With a handful of big players, you can’t sneeze without your rivals knowing about it. Also,...

People have made decisions based on ‘word-of-mouth’ recommendations for hundreds, if not thousands, of years. Good reviews are gold dust for dealerships: 73% of consumers say that a positive online...

Embattled automaker Volkswagen wheeled out the big guns for a critical meeting with its retailers as it tries to restore faith in the brand in the wake of the emissions cheating scandal. Herbert...

A cursory glance at the latest figures tell a story of success and solid growth. The clamour for new metal continues, fuelled in part by attractive financing deals and the apparent endless supply of...

The stakes in the relationship between car buyer and car retailer have been raised by the introduction last October of the new Consumer Rights Act, which enshrined into law a raft of consumer...

Dealers should never rely on a single source to validate a mileage and crucially, must not rely on mileage disclaimers as a substitute for carrying out proper checks. Over 30% of dealers surveyed by...

A company’s reputation is a valuable asset – just ask anyone at Volkswagen. It doesn’t take much for the mighty to fall, and while the reasons for VW’s actions might take a while to unravel,...

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