Stop Selling Cars, Start Selling Forever:
The Retention Rx for Automotive
Join us on Leap Forward as we speak with Lyn Howdon, founder of Th!nk Academy Services and a leading expert in automotive retention strategies. Lyn shares her extensive experience, from her early passion ignited at a Ford dealership, to introducing early renewal programs and developing cutting-edge omnichannel platforms. She discusses the critical importance of customer experience in today's market, emphasizing how technology and personalized service drive loyalty.
Lyn also delves into the evolution of retention from manual processes to automated platforms, and how customer engagement is key to fostering long-term relationships. Tune in to gain essential knowledge on mastering customer retention in the ever-changing automotive industry.
00:00
Introduction.
01:13
Lyn's background and passion for the automotive industry
03:00
The impact of technology on customer experience in the automotive sector.
05:00
The conversation explores technology's role in transforming the industry and streamlining processes.
06:35
The discussion highlights customer involvement and the importance of personalized service.
09:36
Lyn emphasizes that customer retention begins at the point of sale.
11:04
The discussion covers how retention platforms use data to identify customer renewal opportunities.
12:50
Lyn stresses integrating sales and aftersales for a seamless customer journey.
14:44
The conversation emphasizes the importance of people and processes alongside technology in retention.
17:11
The challenges of lean operations and staff turnover impact on training and retention are discussed.
19:20
The discussion explores the disconnect between sales and service and the need for unified customer ownership.
27:14
Measuring retention and the significance of customer satisfaction are discussed.
35:22
Insights on future trends and the growing importance of customer retention.
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