As your dealership begins turning up the dial on customer experience efforts, you’re likely looking at several options to better serve your customers and prospects. You may be considering steps, such as adding a customer experience representative, outsourcing some of your follow-up efforts, integrating more digital retail into your processes, and more to improve the experience customers have with your dealership.
But one of the ways to really amplify your efforts is to go through the Marine Industry Certified Dealership program.
The following are just a few parts of the Certification process that can impact the customer experience you offer:
- Marine Industry Consumer Commitment
- Employee Satisfaction Survey
- CRM process
- CSI tracking & trending
- Sales process, including 100 percent follow-up
- Delivery
- Customer product orientation
- Website standards
- Facility standards
- Service process, including 100 percent follow-up
- Repair orders
- Quality assurance process
- Service comeback tracking
- Parts process
- Mystery shopping
Through Certification, you’ll go over each of these areas and more, to cover your customer experience, employee engagement and dealership operations. It’s a surefire way to shore up your customer experience efforts, learn from your Certification Consultant, implement best practices of other Certified Dealers and improve upon the experience offered to your customers, which, in turn, should improve your dealership as a whole.
On top of that, after you’re Certified, you’ll enter into the Continuous Certification program in each subsequent year, offering you exclusive customer experience education annually. Thus far, the Continuous Certification has covered the following customer experience topics: Take Your Dealership From Good to Great with CRM, Improve Loyalty with a Customer Experience Mindset, Align Your Dealership with Today’s Customer, Supercharge Your Customer Experience and Update Your Sales Process for Today’s Marine Market. Other courses in Continuous Certification have also touched on customer experience as well.
If you’re interested in Certification but still have questions, reach out to Zane Stevenson at zane@mraa.com or 763-402-7234, or Liz Keener at lizk@mraa.com or 763-333-2417. Or enroll at MRAA.com.