How to upgrade customer experience in the automotive industry during a pandemic?


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The pandemic is still not in a mood to leave us alone. Everybody is struggling in some of the other ways in life. The same goes for businesses. Therefore, this is the time for businesses to brush up their skills in customer satisfaction and retain as many customers as they can so that customers don’t have to raise questions like – Are Nissan Altimas good cars?

Let’s see how brands can provide unmatched customer service to their potential customers during pandemics.

When it comes to the automotive industry, the competition is soaring high with every passing day. It is because people have vivid choices and various options. So, if you don’t update your customer services timely, then people would easily shift to other brands or businesses.

In a pandemic situation, all that people are looking for is care! So if you show your customers that you care, you are more likely to retain your customers and also attract new ones.

Tell them that you are with them at every step.

Be with the customers by guiding them to buy the best product according to their needs. Customers follow certain steps before they make a purchase, and where you need to guide them during these steps to ensure that they buy something from your business and leave your shop or showroom being fully satisfied.

Make them aware of how the vehicle that you’re selling, can solve the problem that they are facing with their present one. Tell them how your product is a better upgrade to their existing vehicle and why they should choose it. In their mind, a customer knows what he exactly wants and what could be the best solution, sometimes they are just trying to see what new can you suggest them and if your suggestion is better than what they have decided in their mind.

Therefore, be careful and think like your customers for a change and then suggest what fits best to them leaving your profit aside for some time.

With the help of this step-by-step analysis, you can understand your buyer’s mindset and journey while they are about to make a purchase from your brand.

Don’t be a salesperson, be a guide.

Many surveys and reports show that people love it when you guide them to select a product that solves their issues and not just is a salesperson. This method goes perfectly for automotive brands because buying a car is still a big decision, to be honest. This helps your customers to trust your brand more and they realize that your motive is to help them and not just to make a sale.

In order to succeed in this process, show your customers all those products that match their needs and solve their problems. Without pushing, just educate them with the advantages and disadvantages of their choice and ultimately help them make the perfect choice by themselves.
Don’t just flaunt your knowledge, share customer reviews and testimonials and guide them about the vehicle with demos. This way you can effortlessly convince them about the qualities of your product.

Make smart use of the internet.

It’s 2021 and your presence on the internet matters more than ever before. You need to understand that during this tough time, people are less likely to visit your showroom, they would visit your website and social media handle instead. Therefore, it is vital for your business to keep updating your website and social media pages.

If you are still not providing a virtual tour of your best vehicles from your website, then let me tell you, you’re way behind your competitors in this race. Virtual tours play a critical role in understanding your products better. It helps the people to make a purchase decision on the spot if they like what they saw on your website.

Your internet presence such as your website and social media pages should have the options to schedule appointments, opt for a particular service or buy a product. Build it all on the same theme so that it would be easier for people to identify your business and connect with it.

Strive to make long-lasting bonds, one at a time.

One of the most important things that you need to understand is that customers are not looking for a grand experience while shopping from you, all they want is to have a fully crafted experience that is meant for just them as a person.

It’s all about that bond, that connection which you have to make with your customers. If you fail to do so, then keep in mind that your competitors can do that any day and you will lose customers without a doubt. People tend to shift to other brands when they feel common, you have to make them feel special and important.

Create their record in your data so that you can track their previous purchase from you and also this is how you can cater to their needs in a better way. Reward them with suitable discounts and offers for being a part of your business family for such a long time. At last, as I already said, buying a car is a big decision indeed, therefore don’t just sell your product take the payment and move on to the next customer!

Ask for feedback from your customer, ask them questions to make sure that the product is working fine, and they are not facing any problem while operating it.


When we talk about the automotive industry, everybody knows that are numerous options available for the public to make a choice. So, if a brand fails to fit the needs of a particular buyer, he will surely find another brand. Therefore, when the competition is so hard, all you can do is to be consistent in providing your best customer services and leave the rest. To be honest, this is the only simple way to get more customers on board and also retain the existing ones for a longer period.

Maneesh Sharma
A young entrepreneur, technology geek & a travel enthusiast with an unmatched zeal for Digital Marketing - yes that defines him just fine. Maneesh- the CTO & Co Founder of BlueCube Network, holds an expertise in WordPress & Websites in general. He is exceptionally proficient at Customer Value Optimization & loves sharing the stuff around.


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