What went wrong?
The truth is, you could’ve kept them loyal.
According to E-consultancy, a whopping 82% of business leaders say customer retention is cheaper than hunting for new buyers. Yet, more than 66% of car buyers jump ship when it’s time for a new set of wheels.
So, what’s the game plan to keep them coming back?
Why Retention is the Real Deal Down Under
Customer loyalty is the name of the game. Loyal customers spread the good word—bringing fresh faces to your dealership. With the market tougher than a two-dollar steak, businesses need to tap into the latest tech and truly get what makes modern buyers tick. Customers aren’t just after a sweet ride; they’re chasing seamless service and real connections.
The State of Customer Retention in Australia’s Auto Market
Australia’s auto industry boasts an 83% customer retention rate—not bad, right? Many dealerships are killing it with top-notch service and early trust-building. But here’s the rub: as cars get older, keeping those customers rolling back in becomes a tough gig. That’s where fresh, flexible retention strategies come into play. It’s about staying sharp, adapting to changes, and staying ahead of the curve.
Market Hurdles and What’s at Stake
S&P Global Mobility predicts global new vehicle sales will nudge up 1.7% year-over-year, hitting 89.6 million units by 2025.
But don’t get too comfy—regional demand quirks and ongoing market jitters keep things unpredictable.
The stakes? Huge.
Just ask Holden—a brand that’s practically part of Aussie automotive folklore. When Holden shutdown in 2020, it wasn’t just an end of an era; it was a stark reminder that even the biggest players aren’t immune to shifting customer loyalty and market forces.
Why the Old Ways Don’t Cut It Anymore
Let’s be honest—old-school loyalty tactics are falling flat. Why? Because today’s customers want more. It’s not just about handing over the keys. It’s about delivering standout experiences every step of the way.
Customers want:
Seamless digital journeys: User-friendly websites, intuitive apps, and hassle-free online support.
Proactive support: Quick responses, real-time help, and meaningful follow-ups.
Tailored experiences: Personalised recommendations, exclusive deals, and customised services.
Real rewards: Loyalty programs that offer genuine value—not just token perks.
Failing to keep up means customers will find a brand that will. It’s that simple.
The Outsourcing Edge: A Game-Changer for Retention
Here’s where things get interesting. Outsourcing customer support isn’t just for cost reduction—it’s a retention rocket booster. By bringing in expert partners, dealerships can deliver top-tier service without breaking the bank. In fact, outsourcing can trim customer service costs by 30% to 50% while upping retention rates by as much as 25%.
Why Outsourcing Works:
Cost Efficiency: Save big without skimping on quality.
Scalability: Flex your support team as demand shifts.
Expert Knowledge: Leverage specialist know-how to keep customers loyal.
The result? More satisfied customers sticking around longer, fueling growth and keeping your dealership on top of their minds.
Want to dive deeper into how outsourcing can transform your customer support? Read more about the benefits of outsourcing customer support for car dealerships in 2025.
Outsourcing in Action: The Offshore MVP Advantage
Offshore MVP delivers tailored, cost-effective customer support services designed to cover everything from sales inquiries to technical assistance. With Offshore MVP handling the support side, your dealership can focus on what it does best—selling cars and building relationships.
Explore our customer support outsourcing solutions today and take your dealership’s customer service to the next level!
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Reviving Up the Customer Experience: How the Automotive Industry Can Improve Customer Satisfaction
Several more car brands will leave Australia, warns dealer body
