End the Year Right by Creating a Cohesive Customer Experience

December 9, 2020

Even if you have adopted a sales and marketing mindset that includes creating personas for your ideal customer, there is still a large chance that you are missing the mark. When it comes to the modern consumer, there is a wide variance in who they are and what they want. One thing is certain though, and that is that each customer deserves an experience as personalized and unique as their own individual journey. And to do that, you need data that works for your dealership.

When you have solutions that don’t fully integrate your physical showroom, call center, and online experiences, you are leaving your customers at a disadvantage. They crave solutions that unify the sales experience. As customers become more integrated into the sales process, they are going to want to be empowered to make their own decisions. That’s where you need solutions for sales enablement to retail smarter during every customer interaction.

Providing these opportunities to your customers allows you to bridge the gap between digital retailing and physical sales. In fact, a recent survey found that 61% of shoppers are now open to buying cars online, compared to just 32% pre-pandemic. COVID brought the outmoded car-buying experience into the limelight while making it clear that it is in need of an urgent replacement.

When it comes to your customers, you have to not only cater to their wants, but also anticipate their needs. Depending on the individual, an omnichannel experience may or may not be the way to go. Keep in mind that the future of car buying is a seamless one that includes both online and in-store. Providing choices isn’t up for debate. These are the platforms that you need to be merchandising for as this is where your customers are going to be searching for vehicles.

So, while your customers are going to be shopping your store on various platforms, you need to provide touchpoints that deliver elevated experiences in new ways. Don’t create a digital divide. Instead, bridge the gap between online and offline in order to provide opportunities for engagement. Furnish moments where the customer can mesh with you. Through deploying solutions for merchandising and sales enablement, you are able to anticipate customer needs. You have the data capable of understanding the habits of consumers. Digital showrooms, inventory management, and tools for trade-in help you hold more gross, move more product, and instill trust in your customers.

That’s precisely what you need to do to take your dealership to the next level. Open the door to establishing insights into vehicle cost, streamline financing options, and enjoy more opportunities for advanced merchandising. Load your lot with data that can provide your customers with the journey that they deserve. You need to survive and evolve by delivering a seamless, conjoined online to offline buying experience. To accomplish this, invest in a stack of tools that reflect the realistic goals of your dealership.

Refrain from bringing everything online and neglecting your offline presence. Focus on the true future of car buying, which includes a 360-degree sales approach. Dealers must adopt solutions that provide a convenient customer experience, equip all salespeople with accurate, personalized data, and fully integrate new and existing revenue streams to remain competitive in a quickly growing retail landscape.

Want to learn how to close out the year by creating a cohesive customer experience? Schedule a demo with MAX Digital today and discover the tools and solutions available for inventory management and sales enablement.