customer experience
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Opinion 8 JanExecutive View: Despite the hype, few people really have a clue
An "informed" consumer might just be an over-confident one, so assuming ignorance may not be a bad thing, writes AM's regular columnist Professor Jim Saker, emeritus professor of Loughborough University's business school and president of the Institute of the Motor Industry.
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Technology 22 DecA unified digital and EV ecosystem for car dealers
An AM Live session featuring Raj Lyons Chohan, chief executive of Affinity EV, and panellists Andrew Mouat, head of smart mobility at Scottish Power, Euan Cameron, marketing director for Peter Vardy, and Jacqui Barker, global OEM director for Keyloop, shared their insights on the challenges, opportunities and strategies for delivering an enhanced EV customer experience.
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Aftersales 21 DecHalfords in fresh attack on franchised dealers over warranty misinformation claim
In a new phase of its 'Dealer or No Dealer' marketing campaign, aftermarket firm Halfords claims motorists are wrongly told to use franchised dealerships to maintain their warranty.
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Opinion 21 DecExecutive View: Vulnerable customer identification under the FCA's Consumer Duty
The pressure on UK motor retailers to identify vulnerable customers ahead of the motor finance sales process has increased since the arrival of the latest regulatory regime, and Jonathan Barrett, chief executive of Comentis, shares his thoughts on what this means for regulated firms.
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Manufacturer 3 NovJLR boss's public apology as 5,000 owners' cars are off road awaiting parts
JLR changing its UK parts supply network to one 'super-centre', the Mercia Park, created a crisis in supplies of parts for Jaguar and Land Rover dealerships
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Market Insight 3 OctNew drivers likely to spend average £4,000 on first car
Franchised dealers avoiding older, cheaper cars are missing out as Young people about to sit their driving tests are preparing to spend an average £4,124 on a used petrol manual car.
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Car Dealer News 18 SepNew skills essential to maximise impact of Chinese EV newcomers
Dealerships may not be entirely ready for the volume and the complexity posed by the numerous Chinese electric vehicle (EV) brands hitting the UK market.
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Technology 31 AugThe changing dynamic of selling a vehicle
Car dealers that are not enabling test-drive booking online are disappointing three-quarters of in-market car buyers.
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Opinion 24 AugExecutive View: Let technology and AI transform the car buying experience
Barry Judge, the chief executive of eBay Motors Group, shares his thoughts on the role of tech and artificial intelligence in transforming the used car buying experience.
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Technology 18 AugAM Award winner AutoBuzz helps dealers overcome a car buyer's frustration
The 2023 AM Awards judges selected AutoBuzz as the winner of Best New Product or Service due to its novel approach to solving an issue with post-order communication
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Digital Marketing 17 AugDealership's ex-worker abused customer as his system logins still worked
After a consumer's online enquiry about a Nissan Qashqai prompted a response suggesting she was "blonde or stupid" the Milton-Keynes independent dealer MK Auto-Motors has profusely apologised.
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Retailing 3 JulThe Running A Modern Dealership report is here from AM
AM's latest industry special digital report, Running A Modern Dealership, has now been published. Industry experts, prominent suppliers and franchised dealers have shared their insights into the major aspects required in running a modern dealership, including used car retailing, EV sales, finance and insurance, omnichannel customer experience and aftersales efficiency.
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Retailing 27 JunPeople buying a car are valuing car dealers' expertise more highly
As car dealerships are increasingly omnichannel retailers, the expertise they provide is still appreciated by most car drivers, industry experts tell Tom Seymour
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Aftersales 18 AprMotor ombudsman reports complaints about EVs rise as sales increase
The volume of consumer disputes related to electric vehicles (EVs) being handled by The Motor Ombudsman has almost tripled. Customer service and a consumer’s experience at the point of buying were the largest single concern.
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Car Dealer News 31 MarGreenacre wins Honda Motor Europe Yūshū award for customer service
Greenacre cemented its reputation for customer service excellence by becoming the sole UK car retailer to win Honda Motor Europe’s coveted Yūshū award for customer service.
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Car Dealer News 22 FebDick Lovett refutes claim ex-Michael Jackson bodyguard was ‘ignored’ in Ferrari showroom
A Dick Lovett Ferrari experience manager has refuted a claim that an ex-bodyguard of Michael Jackson was “ignored” by dealership staff because he was wearing a tracksuit.
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Manufacturer 20 JanKia launches EV charging rewards programme
Kia customers will be able to collect credit for free EV charging by stopping at UK retailers through a new partnership with &Charge rewards programme.
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Car Dealer News 30 NovMotor Ombudsman names Roadside Garages Kia its ‘Garage Star’ for 2022
Roadside Garages Kia has been named the National Garage Star in The Motor Ombudsman’s 2022 Star Awards as fellow car retailers Glyn Hopkin, Hayselden and Listers all claimed regional awards.
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Technology 29 NovHR Owen’s 360-degree customer view delivers streamlined car retail experience
Luxury and supercar retail group HR Owen claims to have introduced new technology which streamlines its online customer journey to make it “more geared towards their curiosities and desires than ever before.”
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Opinion 9 NovDriving brand loyalty: how the automotive industry can retain customers, opinion
Customer loyalty is essential to car manufacturers. But does brand loyalty matter to car buyers? And what can car brands do to drive stronger loyalty?
