Automotive Management Live
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NEC, Birmingham, November 9 2017
Call 01733 468289

Best Practice Seminars

Free-to-attend seminars for dealer principals, marketing, finance, sales and aftersales management.

About the Automotive Management Live Best Practice Seminars

Our eight partners will deliver their best practice seminars twice throughout the day providing delegates with ample opportunity to attend as many as desired.

As dealers increasingly integrate all aspects of their business and the fortunes of each department is ever more reliant on each other, Automotive Management Live’s series of ‘Best Practice Seminars’ will enable delegates to expand their knowledge, tackle the issues facing the industry and understand some of the potential solutions.

Exploring new and used car retailing; understanding how service and repair continues to change; the latest thinking in the on-going impact of digital; discussing trends and forecasts; and a whole host of other insights will provide exceptional guidance to develop the best strategy for a sustainable and profitable business.

Our Best Practice seminars will be direct, highly informative and hard-hitting with tangible advice and tips designed to be readily implemented on return to the business.

Combining a customer-centric culture and a highly profitable business is not only possible but inevitable if dealerships are to continue to be successful. Our Best Practice sessions will deliver key takeaways on how to transform your business so it combines the best of both worlds.

Please note: Best practice seminars are reserved for car retailers and vehicle manufacturers

Shifting aftersales systems to be customer centric

Nick Horton, managing director of Profit Box, the training partner for eDynamix

During this masterclass, eDynamix will focus on the need to shift systems from being workshop centric to customer centric. As the so-called millennials continue to tighten their grip on how we operate and customers in general become more digitally aware, eDynamix will substantiate the ever increasing appetite from consumers to operate within a self-serve mobile environment.  By benchmarking automotive against other industries, the session also highlights the technical deficiencies which increase the risk of sufferance by comparison.

Connect Everywhere: Create Your Own Messaging Network to Convert more Browsers to Buyers

Ed Parkinson, director, dealer development, Contact at Once

Chat and mobile messaging can be incorporated extensively in a dealer’s digital marketing plan and maximising its potential for connecting with consumers generates leads and boosts conversion rates. This session explores new ideas and highlights how live chat and text can create connections for dealerships way beyond the ‘traditional’ confines of live chat and texting. It includes online advertising, Google ads and search, Facebook and many other platforms. We'll talk through all the ways dealers can create instant connection points with digital shoppers in new and inventive ways using live chat and text.

  • The importance of live chat to the digital sales journey and customer expectations of website interactions including out-of-hours
  • Understanding the importance of response times for customer care and sales or booking impact and quality of information provided
  • Is live chat now the ‘go to’ method of communications for pre-sale enquiries and to resolve complaints and what it means for its evolution in automotive retail?

How customers make use of the multiple digital channels

Jeremy Evans, managing director, Marketing Delivery

Exploring how customers make use of the multiple digital channels often switching between several when researching vehicles and communicating with dealers including crunching the numbers around time spent online on various channels and digital engagement being a key driver of loyalty. The session also underlines the importance of data in a dealer’s social media strategy as well as for email and SMS communications and how to construct a cost-effective Facebook ad campaign.

From mobile to desktop, exploring the latest digital and web trends which generate leads

Examining ways to ensure websites are mobile friendly and optimised to turn mobile website visitors into sales leads and latest developments in mobile-friendly digital marketing. With desktop and tablet traffic also hugely influential, understanding website user behaviour on different device types and how that information can be used to generate more enquiries will also be explored including encouraging visitors to move forward from initial awareness and research to engaging with the sales team.

How video compares to other digital assets which takes car buyers from online to on-site

Alistair Horsburgh, CEO, CitNow

Research undertaken by CitNOW reveals the impact of video when consumers make  a decision about their next used car. This session explores video alongside other digital assets, in particular still images, and how consumers use them to decide on which car to test drive, all against the backdrop of its ground-breaking research on consumer attitudes to video. Horsburgh, with the help of two guests from a top 10 franchised dealer group, will provide a digital asset checklist whilst advocating a KISS approach – Keep it Simple, Stupid!

The future of online car retailing

James Tew, CEO, iVendi

Inevitably, the future of retailing will see increased digital functionality and a customer experience which combines the virtual and the physical showrooms with most consumers accessing both at different stages. Delivering an end-to-end online purchase solution is an essential part of the process and requires an effective, secure and easy-to-use finance function. Retailer reluctance remains at odds with consumer demand and this session seeks to debunk some myths including how handing over more online control to consumers choosing their funding option could better meet FCA compliance requirements.

  • Establishing an effective online end-to-end finance and overcoming consumer challenges and retailer reluctance
  • The need for sophisticated metrics as part of an online finance offering to understand consumer behaviour
  • How the online finance process meets FCA requirements and how providing more online control to consumers could better meet compliance demands

Digitising add-on product sales to boost revenue per unit

Alan Graham, head of sales, supagard

To maximise revenue streams new cars dealers need to embrace digital and develop a sophisticated communication strategy as part of the new car purchase journey. More than simply providing information on dealer websites, add-on products need to be backed up with an ecommerce offering which is triggered once a vehicle order is confirmed. Supagard also shines a light on changing attitudes to car ownership including a shift in mentality to monthly payments and the rise of mobility as a service.

How to create ‘raving fans’ to build loyalty, repeat business and advocacy

Neil Addley, managing director, JudgeService Research Ltd

Measuring Customer Satisfaction is key to building loyalty, repeat business and advocacy, referred to by Judge Service as ‘Raving Fans’. This session provides new insights into what behaviours create loyalty and practical steps dealers can take to develop raving fans within their businesses. In addition, the importance of gaining the appropriate permissions in advance of the General Data Protection Regulations, which come in on 25th May 2018, but require action now, will be touched upon.