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Automotive advertising agencies have adjusted to accommodate consumer preferences that have shifted from shopping at their local auto row in favor of a growing number of online options.
The shift from conventional radio, T.V. and print media to digital advertising including websites, banner ads, S.E.O./S.E.M strategies and even email vs. direct mail has matured into even more consumer centric social media. Forward thinking auto dealers are joining other retail businesses that recognize that the shift from the real world to the virtual one online has just begun.
Store closures by large iconic retailers including Staples, Radio Shack, Best Buy, Circuit City, Linens and Things, Borders and Blockbuster are just the tip of the iceberg as consumers shop online for everything from electronics and books to large ticket items like homes, furniture and even automobiles. Profit challenged auto dealers have demanded more for less from their advertising agencies and retail operations as margins are reduced by today’s educated consumer with internet access to information that auto dealers no longer control.
In response, automotive advertising agencies have started to leverage social media though the use of technology driven applications that monitor and manage their auto dealer’s online reputations. Auto dealer marketing messages are being crafted to blend into online discussions that now drive the market on social networks like Facebook, Twitter, LinkedIn and Google +.
Solutions like Helios being introduced by xChangeAuto deliver a Facebook hosted information portal that provides relevant and transparent information to an auto dealer’s customers before, during and after their car shopping and buying experience. As the auto dealer’s online “friends” enter the market they are able to access information directly from the dealer provided Facebook page without having to contact the dealer directly.
These hand raisers are delivered to the dealer through their sales and service tools including their CRM and DMS allowing a seamless transition into established sales processes. The result is a real time exchange of information that is both consumer friendly and dealer centric; win – win!
Other technology driven solutions are being applied by dealers to accommodate online shoppers that match relationship building messages being delivered through social marketing initiatives. Data base marketing platforms like Driving Loyalty invite past, present and pending customers to follow auto dealers onto their social marketing sites.
Driving Loyalty blends old school media like direct mail and outbound call centers with current digital marketing methods including emails and personalized websites and next generation social marketing messages. The proprietary algorithms that power their monthly consumer centric messages deliver relevant information that is unique to each customer.
Equity alerts are delivered only to qualified customers with an offer to exchange their vehicle for a new or newer one for a similar payment with little or no money down. These out the door quotes include tax, tag, title, related dealer fees and even take into consideration all applicable rebates, interest rates and trade-in values.
Similarly relevant alerts regarding factory recommended service and seasonal specials in parts and service insure that customers are kept up to date on their investment in their vehicle. At the same time the dealer is assured that their relationship with their customers will exist after the sale in synch with their ongoing social marketing efforts.
Next generation conversion tools will eventually accommodate vehicle sales without customers having to visit the dealership. However, until these complete transactions on an auto dealer’s website are more widely accepted telephone processes must be updated to preserve these more fragile online customer relationships.
CallRevu is an example of a technology based platform that allows an auto dealer to monitor and manage their in-bound telephone processes to insure that they preserve customer relationships earned through their social marketing initiatives. The dealership’s telephone processes are first evaluated to insure that all calls are distributed timely and to the correct parties.
Once best practices are established CallRevu delivers real time alerts to key personnel at the dealership advising them of any dropped calls or those that may have been misdirected or otherwise mishandled. The result is better customer satisfaction, retention and improved profits through delivery of a more consistent customer friendly sales process that converts online friends into real world customers.
Until brick and mortar dealerships are completely irrelevant, and that time may come sooner that many auto dealers might expect, auto dealers must protect relationships that are initiated online as they mature into guests at their real world facility. IntellaCar is a next generation sales and marketing platform that resides on an iPad that is uniquely qualified to blur the line between the virtual and the real world.
Today’s consumers visit an auto dealership armed with more information than most of the sales consultants that greet them. IntellaCar empowers sales consultants to compete with these more educated customers by providing them with the same credible third party information that their customers have discovered during their online shopping spree.
Sales consultants are able to access IntellaCar throughout their sales process. After completing a brief customer profile information is sorted by order of relevancy to fit the customer’s needs. Vehicle selection, inventory walks, test drives, appraisals and even final negotiations are similarly supported by the IntellaCar platform insuring a consistent customer friendly process.
The result is an easy transition from the online virtual world powered by consumer centric social marketing messaging to an equally customer friendly experience on the showroom floor. Brick and mortar dealerships aren’t dead yet, and they will always have a place in the sales and service process for customers and dealers alike, which reinforces the value and need for IntellaCar and technology driven sales and marketing platforms like them.
Mobile applications also support online shopping and service experiences that connect real world showrooms with their online counterparts. DealerAppvantage is a dealer branded mobile application that protects and preserves customer satisfaction and retention at the time of delivery.
Customers are able to download DealerAppVantage onto their smart phone to stay in touch with the dealership after their purchase. Alerts are delivered through the app to remind customers of their factory recommended service at the dealership. More uniquely, consumer centric content such as local gasoline prices and other information designed to improve their ownership experience is always available.
The hosting auto dealer also benefits from this ongoing connection to their customers when the time comes for them to consider exchanging their vehicle for a new or newer one. The ability to preserve relationships with customers without trying to time the market with a sales message is yet another example of how auto dealers are preparing to support these online relationships even after they visit their dealerships and take delivery of a vehicle.
Auto dealers are shifting their focus from brick & mortar dealerships to online showrooms powered by social marketing. However, the transition requires links between proven old world processes and next generation technology driven solutions that prioritize customer relationships over short term sales and profit objectives.