Everyone in the automotive industry knows times are changing. We’ve moved quickly from the early days of dealership hopping and all-day shopping to today, a time when shoppers are more likely to find your dealership via an online search or a referral from a friend. If you’re still standing by, hoping for shoppers to accidentally cross your path in their city-wide trek, you’re fighting a losing battle. Today’s shoppers are busy, they’re online-savvy, and they’re tuned in to exactly what they’re looking for. Nothing will happen by accident, which means your online presence must be purposeful and intentional in order to give you the best chance for success.
Luckily, there is a universal truth that remains when it comes to car-buying. It is a BIG deal—likely the second-largest purchase most people make—and not even technology can change that. What does this mean for you, the dealership professional? It means you still have plenty of opportunities to shine in consumers’ eyes. While the pivotal moments in the car-buying journey may have shifted to meet technological advancements and marketplace demands, the moments are still there for the taking. And that’s where you come in.
Customer Experience Management is even more important than ever, and with an online-focused and mobile-driven society, your current system likely merits some analysis. Is your dealership doing everything it can to reach consumers during the pivotal moments that lead up to a vehicle purchase? Are your sales and service professionals interacting online and creating meaningful relationships during critical consumer research periods? Shoppers today are savvy information seekers, and they arrive at your dealership well-informed and ready to move quickly. They have essentially changed the way shopping and selling is done, and this means successful dealerships are also changing the way they do things in order to meet consumer needs.
Shoppers are on the lookout for dealerships that offer very specific things, and if you are able to provide those, you’ll stand out from the crowd. While today’s average car-buyer makes only two visits to brick and mortar dealerships before making a purchase, you can bet there’s a lot more going on behind the scenes before they set foot onto a showroom floor. The job of today’s modern dealership is to meet consumers where they are shopping and doing a majority of their research in order to make a lasting impression that will eventually entice them into your dealership. In short, if they’re not going to come to you in the beginning stages of their research, you’ll need to go to them. Thanks to the boom in digital and mobile technology, we know shoppers are hitting their online resources hard when it comes to finding vehicle information, and that means you’ll need to be in that space as well, providing quality content they find valuable to their search.
If you need a little convincing, the latest stats recently released by Google should do the trick:
The latest stats show consumers are not only armed with more information than ever before, but they are also confident and will seek out dealerships that can offer the best overall experiences. This is your chance to provide a great deal and also an outstanding customer experience that begins with the initial consumer contact.
There are several things you can do to catch the attention of modern consumers and ensure you stay front-of-mind throughout their buying journeys. When you start by defining the moments that shape today’s consumer buying experience, you’ll be better prepared to meet shoppers where they are and provide them with the material they need to make buying decisions. Consumers are empowered; and they are looking for businesses seeking to further their empowerment by adding to their knowledge and capabilities. For dealerships, this means being prepared for shoppers that expect quick responses and more-knowledgeable-than-ever professionals. In addition to that, however, plan on spending time during the up-front process and being present throughout online shopper research and comparisons:
By mastering the moments that matter to consumers, you’ll gain positive shopper attention. The pivotal moments for today’s consumers have shifted—with a spotlight on upfront research and information gathering—but by aligning with shoppers and providing useful, reliable information that helps guide them along their purchasing journeys, you’ll secure a solid position for your dealership in the marketplace. It’s up to forward-thinking dealerships to shift their focus and build relationships with consumers who are doing a large portion of their research via online platforms. By meeting consumers where they’re already spending a majority of their time, you’ll build lasting brand recognition and trust.
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