“Related but a little different, managing all the communication channels utilized by consumers today requires significant effort; twenty years ago, a consumer would call, walk-in or maybe e-mail. Now, in addition to the more traditional methods we’ve added texting, online chat, social media messaging and comments, video chat and probably more that I’m missing! A communication strategy is more important today than it ever was before.”
SARAH BAPTISTE CEO at Arrkann Trailer & RV
“For the most part, dealers do not have inventory readily available. As such, consumers are now buying their RVs from product brochures, ordering an RV with several months build time as opposed to several weeks. Dealers have to work harder to establish trust and rapport with customers as the customer is making a large purchase and commitment with an expected wait time of 8-9 months.”
STACEY ROBINSON Dealer Principal at Great Canadian RV
“Originally, when we first had a website, it was just an information page. At the time, we had no idea that it would be where people go to shop. Over time, you start putting your inventory on it so it’s just there and you can tell somebody, go to our website. Well, now, people automatically go to the website–everyone’s shopping online. They look at all the dealer’s inventory, they look at inventory 500 miles away. It’s one of those things that’s really changed the sales part of things over the years.”
JEFF PORTER Owner of Three Way Campers
Read the full interview
THE AUTOMATED CUSTOMER EXPERIENCE If you don’t have a clearly defined customer experience strategy in place at your dealership, it’s a good time to put one in place. Consumers want a seamless experience from the first time they interact with your business (most often online), to when they purchase, and even after. So, it’s a good time to start thinking about having a clearly defined customer experience strategy.
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