{"id":14977,"date":"2024-10-02T05:27:38","date_gmt":"2024-10-02T05:27:38","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=14977"},"modified":"2024-10-02T05:27:39","modified_gmt":"2024-10-02T05:27:39","slug":"trends-in-automotive","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/in\/blog\/trends-in-automotive\/","title":{"rendered":"When Selling Cars, Know Your Customers or Lose Them"},"content":{"rendered":"\n

Here\u2019s a cautionary tale for automakers and car dealers: Priyanka, a loyal customer of an iconic car brand, expressed interest in a new model online. She received personalised, automated emails from her dealership about the car, but wanted to narrow down her options. She began corresponding with a salesperson, but they didn\u2019t seem to know her as a customer and were too busy to give the information she needed. After this disappointing experience, she began considering other brands and didn\u2019t make the purchase.\u00a0<\/p>\n\n\n\n

Customers expect better, more personalised experiences online. In this case, the dealer lost a sale that should have easily been closed with consistent engagement. Uninspiring customer experiences are not only a business risk for dealerships and original equipment manufacturers (OEMs) \u2014 they can actively push customers away. It costs less to retain a customer than it does to acquire one, so loyal customers should be a priority.<\/p>\n\n\n

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There is a disconnect between auto companies\u2019 perception and customers\u2019 reality when it comes to the digital car buying experience. <\/p>\n<\/blockquote>\n\n