Nissan Dealers Enhance Customer Experience With NCAR

Every auto brand is trying to figure out how to make the showroom experience more efficient and enjoyable for shoppers, especially for the millennial generation who’ve come to hope they might be able to buy a vehicle without ever having to enter a traditional car dealership.

Nissan is gaining an edge with a new digital tablet-based program that leads dealers’ sales consultants through an interactive process with buyers to get their selected car ready and tailor the vehicle training to the specific features that were selected by the customer.

“We’re trying to be more innovative and in touch with what our younger customers want and need—and identify how we can build better relationships with them,” stated Dan Morrow, senior manager of market intelligence for Nissan.

It partnered with MaritzCX, a customer-satisfaction software company, to evaluate the ROI os its the Nissan Customer Acquisition and Retention (NCAR) dealer-delivery program, an app that replaces a three-part carbon hard-copy paper checklist system that was time-consuming and impersonal.

“We knew this concept was different, leveraging technology to make such a significant change,” added Rick Levitin, Nissan’s senior manager of customer experience and technology.

Nissan’s crucial scores in the J.D. Power Sales Satisfaction Index Study over the last two years have increased significantly. What’s more, Nissan dealers using the program found customers to be nearly 15 percent more likely to book service and to show up for the scheduled appointment.

As a result, Nissan is introducing NCAR to all of its U.S. dealerships. See more in the video below:

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