The RV Dealers Association (RVDA) and Customer Service Intelligence (CSI), Inc., announced an upcoming webinar focused on strategies for improving RV customer retention and enhancing Net Promoter Scores (NPS).
“During the pandemic, many dealerships saw a large influx of new customers who were first-time buyers. This webinar will help dealers build on that new customer base by better understanding the feedback those customers have provided,” RVDA President Phil Ingrassia said.
According to a press release, the event is scheduled for Wednesday, April 24, at 2:00 p.m. Eastern and is expected to last 30 minutes. Dealers interested in attending can register through a dedicated link provided by the RVDA.
The webinar, titled “Help Me Solve…the Mystery of Customer Retention and Improving Net Promoter Scores (NPS)”, will delve into the utilization of customer feedback during both sales and service interactions at RV dealerships.
Participants will be introduced to the basics of customer retention and the significance of NPS in measuring customer satisfaction and loyalty. The session will also provide an overview of assessing current dealership processes and how staff performance aligns with customer retention goals.
Another key focus of the webinar will be on strategies that can be implemented to improve NPS scores. These include tailored approaches to customer service that foster long-term relationships with clients, ensuring repeat business and referrals, which are crucial for sustained dealership success.
The webinar will also cover methods for implementing changes in business practices and how to measure the success of these new strategies effectively.
“Focusing on customer retention is not just about keeping customers but nurturing relationships that contribute to a sustainable and profitable business model,” Becky Thompson, CEO of CSI Inc., said.
The webinar is part of the “Help Me Solve…” series, which features sessions hosted by RVDA Endorsed Providers. These webinars are designed to address specific challenges within the RV dealership industry and provide a platform for continuous professional development and networking among dealers.
CSI has been providing services to dealerships for over 35 years, focusing on collecting and analyzing customer feedback to improve client satisfaction. Their programs are designed to close the gap between dealership performance and customer expectations, thereby enhancing overall customer satisfaction.
“At an RV dealership, where purchases are significant and infrequent, ensuring high customer satisfaction and loyalty between purchases through maintenance, upgrades, and other services is vital for continuous business success. Before the webinar, take the time to determine what the average customer spends a year on both service and sales at your dealership. Having this number will be very helpful for you,” Thompson said.
