SHOPSMART AUTOS – CUSTOMER INFORMATION BLOG – July 21, 2020
Putting Your Customers at the Center of Your Dealership How brands are winning with customer-centricity What’s at the center of your dealership operations? Is it getting more sales? What about making sure you run a tight ship? We’d argue that the center should be your customer. Customer-centricity is the one thing that can guarantee success at your dealership this year and beyond. And we’re not the only ones who think so:Entrepreneur magazine recently called customer-centricity “the key to a competitive advantage.” Last summer, Forbes ran a list of 100 of the Most Customer-Centric Companies“ That same list noted that customer-centric companies “bring in 5.7 times more revenue than their competitors.” Companies Centered Around the Customer
Being customer-centric starts with knowing your customers and ends with exceeding their expectations, time and time again. With fast growth in powerful data analytics, understanding your customers has never been easier. Once you’ve gleaned customer insights from your dealership data, all you need are ways to communicate it. Do this right every time and they can’t help but see your value. Brands are wowing customers every day. Let’s take a look at a few of the customer-centric companies in other verticals that made Forbes‘ list. Citizens Financial Group
The top-ranked bank in the Temkin Experience Ratings, Citizens Financial Group, is leading-edge in customer-centricity. They recognize that the customer journey is far from a straight line. Citizens created its “Made Ready” platform and campaign to be personalized to each customer’s unique needs. That might include buying a house later in life, downsizing, starting a business at a young age, going back to school, etc. The platform was born at least partially from Citizens’ decision several years ago to build its own data analytics capabilities. They wanted to better understand and meet customer needs. These efforts included forming an in-house team of data scientists. This resulted in Citizens’ ability to view customers holistically by blending multiple internal and external data sources.
“This platform is all about taking the best of Citizens – the trust we’ve established, the relationships we’ve built, and the community roots we’ve grown – and marrying it with personalized insights powered by our advanced data and analytics that help put us in a position to help people in every step of their journey,” Beth Johnson, Chief Marketing Officer at Citizens Bank, recently told The Financial Brand. Johnson added that Citizens’ sophisticated analytics tools doesn’t just power the bank’s digital channel capabilities. It also feeds into the CRM and other tools to enable branch staff to have better-informed conversations with customers. That spells even greater personalization.
Brandon Hardison Shopsmart Autos / Champion Strategies
For further Information contact Brandon@shopsmartautos.com
404-394-8285
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