IDS: How to Exceed Customer Communication Expectations – RVBusiness – Breaking RV Industry News
EDITOR’S NOTE: The following is an excerpt from a recent article by IDS, one of the leading providers of dealership management systems (DMS) to the RV and adjacent industries. Click here to read the article in full.
We’re all familiar with how the “Amazon effect” has impacted the industry. To stay competitive, dealerships must prioritize frequent, meaningful customer engagement before, during, and after the sale.
At the February Dealership Insights Forum, dealers gathered to discuss how to break down silos in your team, enhance customer interactions, and exceed expectations across sales and service. The discussion was led by Sara Gauthier, Customer Success Coordinator at IDS, and Larry Ortman, Customer Service Manager at Village RV.
Here are the highlights!
Customer Service vs. Customer Success (& Why It Matters)
Sara Gauthier kicked off the discussion with a short overview of the important difference between customer service and customer success.
- Customer service is reactive: “The customer is bringing me an issue: they want to buy a unit, or they want to buy parts.”
- Customer success is proactive: “You are extending your outreach to the customer… even if it’s around nothing at all. It could just be that no-update update.”
Sara Gauthier: “The customer success formula is that outcomes and experience equals customer success. It’s important to understand that customer service plays a role in that customer experience overall, and it’s important to get both aspects of this right and done well.”
Click here to read the article in full.
