Priscila Escalante

Customer Success @Intelimotor

"If you create a great experience, customers will tell each other about it. Word of mouth is very powerful."

Jeff Bezos, founder of Amazon.com

Do you think that finding the right car (or product) is all that matters to a consumer? Think again.

Today, customer service is more important than ever. Consumers demand a flattering experience before making a purchase, and they can quickly leave a brand for the competition if it doesn't meet their expectations. Today, an experience that leaves you happy is an experience that drives you to buy.

As we have experienced in recent months, the arrival of COVID-19 has forced Mexican companies to consider and assume a new digital reality. This same force has also forced, in turn, companies to focus their goals on the customer, and their best experience. Why? Because customer service has become a business strategy, one that helps companies secure customers in a highly competitive market and industry.

Still don't believe me? The numbers don't lie. According to the Salesforce State of the Connected Customer study, which looked at the opinions of more than 8,000 buyers and consumers globally, 84% of them said that the service a company provides is just as important as its products. Seventy-three percent said that a great experience increases their opinion of a brand versus the competition, and 66% would even be willing to pay more for the product because of the experience.

It is clear that consumers want companies to adapt to their new needs. Today's 6G consumers are increasingly demanding, connected and empowered. This effect can be seen particularly in the automotive industry. According to Autotrader, 59% of car buyers spend their time researching online. With so much power in their hands thanks to the internet, the differentiator now is simply customer service.

Today's customer is no longer completely focused on what they want to get, that can be done very quickly. The strategy that makes the difference is to offer the best possible service, one that will make the consumer remember you, buy from you, and recommend you. There is no time to waste with customer service. The time to act must be now.

Still unsure how to ensure this? It's simple. Offer the fastest and most personalized responses. Show your prospects that you're really listening to them and that you're interested in helping them make their purchase. Be attentive, positive, and respectful. Don't make them wait hours for an answer, that gives them time to look for your competition. Don't be disrespectful, the prospect will never come back to you. Just remember the old saying, "The customer is always right."

Recent Articles
  • srcset="data:image/svg+xml,%3Csvg%20xmlns%3D%27http%3A%2F%2Fwww.w3.org%2F2000%2Fsvg%27%20width%3D%271200%27%20height%3D%27675%27%20viewBox%3D%270%200%201200%20675%27%3E%3Crect%20width%3D%271200%27%20height%3D%27675%27%20fill-opacity%3D%220%22%2F%3E%3C%2Fsvg%3E"
    The painful fall of the Mexican "unicorn" KAVAK

    April 12, 2024

  • srcset="data:image/svg+xml,%3Csvg%20xmlns%3D%27http%3A%2F%2Fwww.w3.org%2F2000%2Fsvg%27%20width%3D%271810%27%20height%3D%27500%27%20viewBox%3D%270%200%201810%20500%27%3E%3Crect%20width%3D%271810%27%20height%3D%27500%27%20fill-opacity%3D%220%22%2F%3E%3C%2Fsvg%3E"
    The Future of Car Buying and Selling: Get Ready for Innovation

    January 18, 2024

  • srcset="data:image/svg+xml,%3Csvg%20xmlns%3D%27http%3A%2F%2Fwww.w3.org%2F2000%2Fsvg%27%20width%3D%272560%27%20height%3D%271707%27%20viewBox%3D%270%200%202560%201707%27%3E%3Crect%20width%3D%272560%27%20height%3D%271707%27%20fill-opacity%3D%220%22%2F%3E%3C%2Fsvg%3E"
    The Biggest Mistakes of the Pre-owned Car Dealer

    November 19, 2022

No tags to display. Try to select another taxonomy.

Subscribe to our blog and discover the most relevant news
on the automotive industry

Subscribe to our blog and discover the most relevant news
on the automotive industry

Related Articles

Related Articles

  • srcset="data:image/svg+xml,%3Csvg%20xmlns%3D%27http%3A%2F%2Fwww.w3.org%2F2000%2Fsvg%27%20width%3D%272560%27%20height%3D%271707%27%20viewBox%3D%270%200%202560%201707%27%3E%3Crect%20width%3D%272560%27%20height%3D%271707%27%20fill-opacity%3D%220%22%2F%3E%3C%2Fsvg%3E"

    Pre-owned Cars to Sell Quickly

  • srcset="data:image/svg+xml,%3Csvg%20xmlns%3D%27http%3A%2F%2Fwww.w3.org%2F2000%2Fsvg%27%20width%3D%272560%27%20height%3D%271668%27%20viewBox%3D%270%200%202560%201668%27%3E%3Crect%20width%3D%272560%27%20height%3D%271668%27%20fill-opacity%3D%220%22%2F%3E%3C%2Fsvg%3E"

    Best Selling Pre-Owned Cars of 2021 (Mexico)

  • srcset="data:image/svg+xml,%3Csvg%20xmlns%3D%27http%3A%2F%2Fwww.w3.org%2F2000%2Fsvg%27%20width%3D%272560%27%20height%3D%271707%27%20viewBox%3D%270%200%202560%201707%27%3E%3Crect%20width%3D%272560%27%20height%3D%271707%27%20fill-opacity%3D%220%22%2F%3E%3C%2Fsvg%3E"

    Mexico's Pre-owned Car Supply Breakdown (August 2021)

  • srcset="data:image/svg+xml,%3Csvg%20xmlns%3D%27http%3A%2F%2Fwww.w3.org%2F2000%2Fsvg%27%20width%3D%272560%27%20height%3D%271703%27%20viewBox%3D%270%200%202560%201703%27%3E%3Crect%20width%3D%272560%27%20height%3D%271703%27%20fill-opacity%3D%220%22%2F%3E%3C%2Fsvg%3E"

    E-commerce and Covid-19: an Impressive Relationship