Dealers deserve credit
Written By Rob Mancuso | Vice President Midwest | Star Performance Marketing
Over the past few decades, the automotive dealership experience has undergone a remarkable transformation. Historically, customers often approached car dealerships with hesitation, wary of high-pressure sales tactics and a lack of transparency, especially during the sales transaction process. However, modern dealerships have worked diligently to reverse this reputation. The current focus on customer satisfaction represents a significant shift, with many dealerships prioritizing customer-centric strategies to ensure that buyers feel informed, respected, and valued throughout their entire journey—from taking delivery to the service experience.
This shift has required both strategic and financial investments from dealerships. Many have embraced new technologies, such as real-time service tracking and digital communication platforms. Beyond technology, the adoption of customer-first practices demonstrates a genuine effort to maximize customer satisfaction. According to the latest J.D. Power Sales Satisfaction Index, overall customer satisfaction with the vehicle purchase experience reached 793 out of 1,000 points in 2024, marking an improvement from 786 in the previous year (kbb.com).
This mutual benefit is evident: customers experience thoughtful, ethical treatment that addresses their concerns while allowing them to make informed decisions. Dealerships, in turn, build a loyal customer base, leading to repeat business and long-term relationships. This win-win scenario illustrates that the sea change in customer treatment is more than just a trend—it’s a sustainable model that benefits both parties.
Star Performance Marketing plays a crucial role in helping dealerships navigate this shift. By collaborating closely with dealer clients, Star ensures that the customer journey is managed in the most efficient and customer-friendly manner possible. Through tailored digital marketing strategies, real-time performance tracking, and a deep understanding of dealership operations, Star Performance Marketing helps its clients create seamless customer experiences that foster trust and loyalty, driving long-term success for both the dealership and the customer.
