Online Booking Growth
New technology has accelerated shopping behavior and expectations of today’s customers. A clear majority of younger generations prefer to complete activities online, rather than visit in person or call on the phone. A Digital Dealer study shows that millennials book online more than any other generation, accounting for 25% of all appointments booked. With an online booking rate increase of 6.5% over the past 3 years, this growing trend shows no signs of abating.
For many of today’s customers, making an online appointment is the first after-sales contact with your dealership. Here’s the hidden insight: First impressions last well beyond the moment. The right online scheduling solution sets positive customer momentum in motion. It initiates immediate positive thoughts about your business, and subconsciously, in the quality of your service. Once you activate a positive mindset, it’s difficult for customers to reverse their opinion on your services.
Now that positive customer momentum is in motion, there are more subtle benefits at work: algorithms. Algorithms – essentially math creations – are everywhere. They determine what you see on your social media feed or what movies your streaming service recommends. When algorithms are built into an online scheduler, data patterns are recognized and “learned”, thereby streamlining appointment creation. This is invisible to customers, but very impactful on the overall experience.