Stratégies NPS, CSAT, CES, conseils d'experts et retours d'expérience pour transformer votre relation client.
22 articles disponibles
Secteur automobile
Measure NPS, CSAT and CES, collect customer feedback via QR code, text or email, get alerts when a customer is dissatisfied, track results in real time and better manage your online reviews: discover what Monexpe offers and how an automotive dealership can use it daily.
NPS / Fidélisation
A overwhelmed advisor, poorly equipped or never informed of customer feedback can hardly provide a good experience. Discover why employee experience and customer experience are linked in car dealerships, and five concrete actions to improve both at the same time.
CX / Expérience client
Un bon sondage ne pose pas beaucoup de questions : il pose les bonnes, au bon moment. Voici 10 exemples de questions prêtes à utiliser en concession automobile, de la prise de rendez-vous à la livraison du véhicule, avec l'échelle à utiliser, le moment d'envoi et les pièges à éviter.
Secteur automobile
A successful sale opens the relationship; it's the after-sales service that makes it last. Discover the five moments during vehicle ownership when the customer decides to stay or leave, and a simple method to address dissatisfaction before it costs you a customer.
CX / Expérience client
A customer rarely leaves because of a single major problem. They leave after an accumulation of small mistakes. Here are the 7 most common customer experience mistakes in dealerships, from the first call to follow-up after the visit, and how to correct them concretely.
CX / Expérience client
Online appointment booking, text messaging, inspection videos: which digital tools improve customer experience at dealerships, and how to measure them.
Secteur automobile
Online reviews, surveys, complaints, sales advisor remarks: your customers are already talking to you, but their messages are scattered. Discover why customer listening has become essential in dealerships and how to bring these sources together to make concrete decisions.
Secteur automobile
A well-handled complaint can strengthen your relationship with a customer. Discover a five-step process for managing complaints at your dealership, example messages to use, mistakes to avoid, and indicators to track to turn dissatisfaction into loyalty.
Secteur automobile
NPS, CSAT and CES do not measure the same thing. Discover how each indicator is calculated, what question to ask, when to send it, and which one to choose for appointment booking, workshop visits or vehicle delivery at your dealership.