THE AADA AUTO-IT OPENING BREAKFAST: CHARLES MILLS “MOBILITY IS & WILL ALWAYS BE THE DEALER’S BUSINESS”
It would seem a self-explanatory notion: Dealers sell cars; they are literally merchants of mobility. Yet this is often overlooked. In this opening breakfast keynote, Charles Mills will explain why you should focus on this key fact.
In today’s market, where consumers can easily obtain more price and product information, Charles believes that rather than focus on the product, sales people need to concentrate on the customer’s buying and after-sales experiences.
Today’s consumers have access to more information about cars than any previous generation of consumers. For example, what is the brand of car, after-sales service, quality, and consumer experience? After consumers have enough information, they only want a suitable price, which is a big challenge for Dealers.
However, that does not mean the role of sales people is redundant, but it will have to evolve. Consumers come armed with product information, so Charles says sales staff must help them understand their needs.
Charles has nearly 30 years experience across 5 continents helping car companies, dealers, banks and hotels maximise their customer relationships.
He and his team at ROAR, a SaaS-based experience intelligence company, use their deep customer, data, and tech experience to help dealers estimate and then maximise return on a relationship with a customer.
Charles believes dealers’ relationship strength with their customers in this era of disruption can give them advantage against new entrants and, if dealers have earned customer trust, the authority to provide their own new mobility formats.
“Trust is the foundation of a relationship. Dealers who earn an individual customer’s trust by knowing and consistently delivering beyond expectations on the dimensions of time, value and quality, can thrive in disruption from strong recommendation and repurchase levels delivering above average RoaR.”
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Auto-IT has been helping Dealers for more than 35 years, driving developments in technology and software that make running dealerships so much easier.
Every year, more and more Dealers switch to Auto-IT for better service, smarter technology and a much brighter future.
Business Intelligence reporting (BI), CRM and Mobile technology are key area’s that have experienced significant growth and today, many Dealers are looking at these technologies for that edge. Auto-IT leads the way in BI reporting and new generation Dealer systems delivered across desktops, tablet devices and smartphones whilst also investing significantly in CRM technology.
Delivered with their world-class support and technical know-how, Auto-IT’s Dealer management systems are redefining the standard for car Dealers in every market they serve.
AADA thanks them for their continued support for our industry, and we look forward to seeing you at what is sure to be an enlightening opening breakfast.