F&I and Showroom

NADA 2014

F&I and Showroom, the industry's leading source for F&I, sales and technology

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Page 35 of 49

Technology Hed Dek Hanover, N.J.-based Prestige Volvo centers its marketing message on customer service and loyalty. One of the techniques it employs is posting video testimonials on its website's homepage like the one pictured here. you sell include a sought-after maintenance plan? In today's hyper-connected world, customers research cars on multiple devices and websites. So it's critical that dealers reach these shoppers through all channels. It's also important that your message is concise and is replicated on every channel — paid search, digital display, TV — and updated in a timely manner. Matt Haiken is the general manager at Prestige Volvo, a dealership located in East Hanover, N.J. He is tenacious about aligning messaging around customer service and loyalty. The dealership uses its website as a launch pad for a fully integrated digital marketing program, one that leverages social media channels and online advertising to drive traffc.  Prestige Volvo also sends customized videos to potential buyers that highlight vehicle specifcations and provide detailed tours of the vehicles being showcased. The personalized videos further the dealership's core message of 100% customer satisfaction. As a result of this increased transparency and its integrated digital marketing efforts, the dealership has experienced a 30% increase in 32 F&I and Showroom NADA 2014 sales. See, what Prestige and other progressive dealerships understand is the importance of customer loyalty. They also understand the importance of utilizing advertising technology to automate their loyalty-driving process. No. 2: Deliver a Seamless Shopping Experience It's happened to all of us. Whether we were unable able to fnd what we were looking for, ended up where we started after being directed from one webpage to another, or clicked on a promotional link that was no longer valid, we've all had frustrating experiences navigating websites. As the digital age's equivalent of customer service, a user-friendly website should make it as easy as possible for the buyer to get from the search engine to submitting a lead. Remember, the less time users spend navigating your site, the more time they will spend in your showroom. Creating a seamless customer experience means focusing on making your inventory and services easily accessible for customers. In other words, your website needs to deliver relevant content with the fewest clicks possible, and that needs to happen across all channels and devices. Customers should be able to instantly identify where they need to click to get the information they're seeking, and they should be able to get from searching for a car on a vehicle detail page (VDP) to submitting a lead quickly and easily. You also need to optimize that online experience for mobile devices. A 2012 Google study revealed that 61% of consumers will take their business elsewhere if they are disappointed by a retailer's mobile website experience. And according to a report issued last June by IBM Tealeaf and research frm Econsultancy, 45% of business sites reviewed by the two companies were not mobile friendly. So, to ensure your website translates to mobile, try navigating it using a smartphone and tablet. When you click on a link, are you redirected to a mobile-optimized version of that page? Are you sent to the page you were looking for? If the answer is "No" to both questions, your store is not only losing leads, it's losing sales as well. No. 3: Create Action-Driving Digital Advertisements Given the endless digital marketing options available, deciding how to distribute your advertising budget can seem like a daunting task. When asked how much an operation should spend on digital vs. traditional mediums, our recommendation is that 50 percent of the dealer's budget should be directed online. How much you spend online, though, needs to be balanced by a clear understanding of what you're buying. With paid search and display advertising, it's easy to get lost in "statistical neverland" and focus on what may seem like impressive terms and metrics. What's really important is how many people are seeing your advertisements, how much it's driving foot traffc to your dealership, and, ultimately, the effect your efforts are having on your bottom line. I recently saw one of the largest dealer groups in the country being

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