The Future of Service – How Reviews & Mobile Options Are Reshaping Dealer Success | Kim Saylor, Senior Director of Product Marketing at CDK Global
About this episode
Kim Saylor from CDK Global discusses how online reviews and mobile service options are transforming dealership success, particularly among younger generations like Gen Z. With a significant percentage of Gen Z returning for service, Saylor emphasizes the importance of creating a seamless customer experience that meets their expectations. The conversation also highlights the growing trend of mobile service, its potential profitability, and the necessity for dealerships to adapt their communication strategies to retain younger customers. The episode provides valuable insights into the evolving landscape of automotive service.
mobile service
"So when sales drop and the pipeline coming into the dealership, into the service department gets lower, right? The mobile service really allows them to expand that pipeline again..."
Mobile service means that car dealerships can come to you to fix or maintain your car instead of you having to drive to them. It's a convenient way to get your car serviced.
Mobile service refers to the ability of a dealership to provide vehicle maintenance and repair services at a location convenient for the customer, rather than requiring them to visit the dealership. This can help increase customer satisfaction and retention by making service more accessible.
fleet customers
"...whether it's fleet customers or I look at my mom and dad, you know..."
Fleet customers are companies that buy many cars at once for their business needs, like delivery services or taxis. Dealerships often work closely with these customers to provide special deals and services.
Fleet customers are businesses or organizations that purchase or lease multiple vehicles for their operations. Dealerships often cater to these customers with special services and pricing due to the volume of vehicles they manage.
Toyota
"You know, they drove to a Toyota store on the north side of Cincinnati to buy their car."
Toyota is a car company from Japan that makes many popular cars, known for being dependable and good on gas.
Toyota is a well-known automotive manufacturer based in Japan, recognized for producing reliable and fuel-efficient vehicles.
Mercedes-Benz
"...Four is one I think of. There are some others, Mercedes-Benz and whatnot."
Mercedes-Benz is a well-known car brand that makes luxury cars and trucks. They are famous for their quality and advanced technology.
Mercedes-Benz is a German automotive brand known for luxury vehicles, buses, and trucks. The brand is recognized for its engineering excellence and innovative technology.
Honda
"...or even to it in Honda that have significant recalls. And your data's interesting..."
Honda is a car company from Japan that makes popular cars like the Civic and Accord.
Honda is a well-known Japanese automotive manufacturer recognized for its reliable and fuel-efficient vehicles.
additional services
"...40% of customers who complete a recall work bought additional services. What do you make of this stat?"
Additional services are extra things you can get done to your car, like oil changes or tire rotations, when you take it to the dealership.
Additional services refer to extra maintenance or repair work that customers may choose to have done while their vehicle is in the shop for a recall or other service.
recall
"...in general recalls are a big opportunity for dealers, right? To get the customers coming into the dealership..."
A recall happens when a car company asks owners to bring their cars back to fix a problem that could be dangerous or illegal.
A recall is a request to return a vehicle to the manufacturer for repair due to safety or compliance issues. It represents a significant concern for manufacturers and can impact customer trust.
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