Dealerships Archives | Konvergence

Dealership Parking Problems – 1. Why Do They Happen?

Many dealerships have parking problems which have a negative effect on both customer experience as well as employee productivity. This post is the first in a series of three that we are writing to help dealership teams who are looking for a way to solve this problem themselves.

If you want us to let you know when we publish parts 2 and 3 then just get in touch or subscribe to our blog.

Want to solve dealership parking problems? – First think about ‘demand’

To understand your dealership parking problems you need to start by thinking about parking ‘demand’.

During the course of the day, the total number of cars at a dealership will change. Underlying this change is a predictable pattern. To help describe this pattern we will use a ‘seaside’ analogy as most people are familiar with how that works. [Read more…]

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Dealership Customer Experience Tracking – Our Tips & Guidance

customer experience at dealerships Dealership customer experience tracking uses tried and tested observational research tools and techniques adapted specifically for dealership customers.

Customer experience tracking involves watching customers in your environments to understand more about them. There are simple questions about customer behaviour that many organisations can answer in detail about their digital customers but can only answer with assumptions and anecdotal information about their ‘real’ customers. These can be as simple as ‘Who are they?’ and ‘What do they do when they are with us?’

At Konvergence we have been tracking customers in our projects for over 12 years. We have refined the tools and techniques we use to track customers to make sure we can capture as much useful information as we can.

Here are some guidelines you can use to structure your own customer tracking: [Read more…]

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How to Plan a Dealership Customer Experience Research Project – Advice, Tips & Tricks

When you are developing your plan for a dealership customer experience research project, (see Dealership Discovery), you will need to make some decisions about strategy before you can plan in any detail about what exactly you will do. As with any field research, you need to make some ‘higher level’ decisions before you will be able to work out who will do what, where, when and for how long.

With these decisions in mind, we have listed some questions that you can use to prompt discussion with your team. With each question, we have given you our thoughts on what to think about, along with some tips and tricks that we have learnt along the way.

What should we focus our dealership customer experience research on?

dealership forecourt browsing study — Study activities could focus on forecourt browsing

Your study should identify opportunities to solve problems, make improvements or reduce waste. At dealerships we have developed studies to improve wayfinding, forecourt browsing, queueing, parking, facilities utilisation (such as service bays), employee efficiency and reducing waste. [Read more…]

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Dealership Customer Experience Interviews – Tips and Guidance

We use dealership customer experience interviews as one of the core techniques of Dealership Discovery, a research and consultancy programme designed to improve experience and efficiency in physical dealership environments.

Our tips below will give you an ideal way to start planning your own dealership customer experience interviews. [Read more…]

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