Many dealerships are so focused on the acquisition of new customers that they miss opportunities for bringing past customers back, underestimating the potential of customer retention. There are numerous benefits of reaching out to those who have bought from your dealership before.
The Advantages of Customer Retention
The best thing about repeat customers is that marketing to them is much cheaper than advertising to new prospects. Advertising prices have become extortionate, while the cost of emailing or texting customers whose details you already have is minimal.
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In addition to this, customers who return after a positive experience with your dealership will be more willing to make a purchase with you, whereas new customers may require some persuasion.
Provide Exceptional Service
The best way to get a customer to return is to give them an experience they won’t forget on their first visit. Receiving an excellent standard of service and high-quality products is likely to make someone come back to your dealership.
Make sure that you store everything on a CRM system, including all the little details about the previous interactions your dealership has had with each customer. When you are next in contact with a particular individual who has bought from you previously, you can pull up their details straightaway, which will help you provide a personalised service that will keep them coming back again and again.
Send Marketing Reminders
Another great thing about having a CRM system is that it stores your customers’ contact details, which means that you have a way of getting in touch with them when they become interested in purchasing from your dealership again. Although trying to predict when customers are going to become interested in your products and services may seem like an impossible task, there are tools available to help with this.
DMS provider, Click Dealer, offers a marketing reminders service, which alerts dealers when their customers’ finance plans are due to end and when their vehicles are due for an MOT. A system like this will help you send marketing messages at the optimum time for each customer.
Stay with Your Customers
Nowadays, it’s all about social media. Facebook, Twitter, Snapchat, Instagram, YouTube, LinkedIn and Pinterest have become major platforms for marketing and advertising. The reason why these channels are so effective is that content can reach a huge number of consumers thanks to the extent of individuals’ social networks.
This makes them brilliant for brand awareness. To ensure that your dealership not only becomes recognisable to new prospects but is also remembered by past customers, you should seriously consider creating social media accounts for your business and being active on these platforms.
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