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Customer First Presentation 2012
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Customer First Presentation 2012

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Transcript

  • 1.  
  • 2.
    • Benefits:
    • Improves operational efficiency
    • Eliminates missed communication
    • Increases customer retention
    • Reclaimed revenue by bringing back lost souls
    • Promotes and solidifies brand awareness
  • 3. Marketing Database Customer First– The Only Completely Integrated Solution OEM/Other Data Feeds DMS Service Reminders Service mailers Sell Parts & Accessories Ad hoc service reminders Direct Mail Service mailers E-Newsletters E-Brochures Vehicle is ready Standard E-mail OEM supplied video Dealer introduction Product features Service department Customer satisfaction Video E-mail Sales satisfaction survey Service satisfaction Permission marketing Consumer preference measurements E-mail Surveys Live Agent call Day or evening Service follow up Sales communications Live Call Accumulate points Dealer designates points No dealer effort needed Loyalty cards Integrated with personalized webpage's Loyalty Program Service reminders Service follow-up Recorded in Dealer or celebrity voice Telephone Messaging OEM branded Service appointments Customer surveys Landing PWP Personal Web Pages
  • 4. Thank you for Purchase Day 1 Process Repeats Itself Sample Customer Contact Path Welcome to Service Day 7 Service Reminder 14 days before due date Reminder Call 1 Day before appointment Service CSI 24 Hours after service visit Overdue Service Reminder 14 days after due date Email/ Automated Call Live Call Vehicle Purchase Appointment Confirmed? YES Appointment Confirmed? NO Customer Show? YES Follow up call from dealership 1 day later Lost Souls Marketing Dealership or PBS (12 months since last visit)
  • 5. Declined Service Worksheet
  • 6. Lost Souls
  • 7. Unique Video Email
    • Program utilizes video emails to inform and educate the customer
    • Unique to Customer First!
    • Dealership has option of recording videos with personal dealership touch
    • SAMPLE VIDEO EMAILS:
    Declined Service Personal Web Page Why Service at the Dealership?
  • 8. On-Line, Available 24X7, Print Them, Email , Download into Excel Dealer Reports- Screen Shots