By offering customers excellent service throughout the purchase and ongoing service (oil changes, repairs, etc.), auto dealerships can build ongoing loyalty among customers that will continue to feed on itself, according to Ryan Robinson, director of the Canadian automotive practice at J.D. Power and Associates.
“There is a loyalty bridge between sales and service,” Robinson said. “Then there is a loyalty bridge from service to service, so that the customer keeps coming back for repairs. Then there is a loyalty bridge....