From Websites to Texts: How to Meet Modern Consumer Expectations [RR 982]

Thanks to our Partner, NAPA Auto Care

Aubrey Amborn, Director of Sales for Net Driven, discusses the evolving marketing landscape in the automotive industry. She emphasizes the necessity of a robust online presence, effective SEO, and diverse communication methods to meet changing consumer preferences. Aubrey highlights the importance of adapting to digital trends, noting that 87% of consumers prefer text communication. The discussion also covers the impact of online reviews and the need for businesses to engage with customers through various channels to remain competitive.

Aubrey Amborn, Director of Sales, Net Driven

Show Notes

• Watch Full Video Episode
• The Shift from Traditional Marketing (00:02:37) Aubrey discusses the transition from word-of-mouth to online marketing strategies.
• Importance of Online Presence (00:03:52) Aubrey emphasizes that just having a website is no longer sufficient for businesses.
• Search Engine Optimization (SEO) (00:05:45) Aubrey explains the significance of SEO and its role in online visibility.
• Investment in Digital Marketing (00:07:40) Discussion on comparing digital marketing investments to physical store improvements.
• Website as an Online Destination (00:08:50) Aubrey describes the website as a crucial online destination for consumer engagement.
• Communication Preferences (00:11:11) Aubrey highlights the importance of providing various communication methods, especially text.
• Texting vs. Traditional Calls (00:14:11) Aubrey discusses the growing preference for texting over traditional phone calls.
• Pandemic’s Impact on Online Growth (00:17:09) Aubrey reflects on how the pandemic accelerated the shift to online engagement.
• The Impact of Online Shopping (00:17:57)
  Discusses how consumers prefer online shopping and the influence of recommendations on their decisions.
• The Importance of Online Presence (00:18:58)
  Highlights the necessity for businesses to have a professional online presence to attract customers.
• Training for EV Vehicles (00:20:00)
  Details a training program for technicians on servicing hybrid and electric vehicles.
• Visual Reputation Matters (00:21:07)
  Explains how a business’s appearance online affects consumer perceptions and decisions.
• Online Reviews as Modern Word of Mouth (00:21:50)
  Emphasizes the significance of online reviews in influencing consumer choices today.
• Handling Negative Reviews (00:23:05)
  Discusses the importance of addressing negative reviews transparently rather than trying to eliminate them.
• Consumer Expectations Post-Pandemic (00:25:30)
  Explores how consumer behavior and expectations have changed due to the pandemic.
• Adapting to Online Shopping Trends (00:26:47)
  Describes the challenges businesses face in keeping up with evolving online consumer behaviors.
• Building Customer Loyalty (00:27:54)
  Focuses on strategies to maintain customer loyalty in a competitive online environment.
• Understanding Different Customer Personas (00:32:27)
  Identifies three customer types and their unique shopping behaviors and preferences.
• Understanding Customer Personas (00:35:26)
  Discussion on different customer personas, focusing on tech-savvy individuals and millennials seeking convenience.
• Importance of Reviews and Reputation (00:36:17)
  Emphasis on the necessity for businesses to maintain a trustworthy online reputation to attract customers.
• Millennials and Convenience (00:37:03)
  Exploration of millennials’ desire for immediate service and how businesses can earn their loyalty.
• Building Customer Relationships (00:38:15)
  The significance of personalized customer service to foster loyalty, even among less loyal millennials.
• Leveraging Customer Feedback (00:39:11)
  Using customer reviews as a tool for improvement and enhancing the overall customer experience.
• Adapting to E-commerce Trends (00:40:03)
  Discussion on the impact of e-commerce on brick-and-mortar businesses and the importance of online presence.
• Final Thoughts on Customer Engagement (00:41:05)
  Advice on maintaining loyal customers while welcoming new ones, emphasizing adaptability in business practices.
• Enhancing In-store Experience (00:42:20)
  Suggestions for using technology, like iPads, in shops to improve customer engagement and experience.
• Staying Ahead in the Digital World (00:43:46)
  The need for businesses to stay updated with digital trends to compete with larger chain stores.

Thanks to our Partner, NAPA Auto Care

Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care

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