improve your business with th!nk consultancy

Most dealerships track sales retention (repeat vehicle purchases) and service retention (ongoing maintenance) separately - creating a false divide in the customer journey

Only 18% of customers return for MOTs, and 39% for servicing- rising to just 42% when these services are bundled together 

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Despite 75% planning to return for dealership service, most don’t follow through - many drift to independents or other chains.  

While 48% of buyers return to the same dealer to purchase a used car, this still leaves over half failing to stay loyal - signalling a breakdown in the ongoing sales-service-sales journey 

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These drop-offs have serious consequences: dealerships that retain service customers are far more likely to secure their next sale. The opposite? They lose valuable lifetime value and repeat business.  

In short: each skipped service visit is a missed chance—weakening loyalty, revenue, and future sales.

It’s time to stop measuring in silos and start embracing the full customer journey - as one!

•  Enhanced Customer Experience: Aligning sales and service fosters meaningful relationships. Service visits aren’t just transactional - they’re trust-building moments that impact future purchases
   
• Operational Efficiency: A unified metric helps eliminate departmental overlaps, optimises resource allocation, and streamlines scheduling in both sales and aftersales
   
• Sustainable Profitability: Increasing service retention delivers steady revenue, boosts lifetime customer value, and fills the pipeline for future sales 

 1. Comprehensive Journey Mapping
We analyse every customer touchpoint - from first vehicle purchase, through each service visit, to repeat sale - to create a single "retention loop." This reveals where customers drop off and where they’re most engaged.

2. Strategy Alignment & KPI Integration
We work across departments to define shared retention KPIs that reflect the full journey. Sales and service leaders collaborate on follow-up, loyalty programs, and communication strategies - breaking down silos.

3. Training & Cultural Shift
Through team coaching, we foster collaboration: sales teams understand how service drives future purchases; service teams gain insight into sales goals. This mutual awareness drives customer handoffs that feel seamless - like one cohesive experience.

4. Data-Driven Optimisation
Using CRM and DMS data, we help you track customers across trade cycle stages. We help you apply predictive analytics - anticipating service needs,  and prompting timely outreach that keeps customers engaged 

5. Continuous Measurement & Refinement
We establish ongoing monitoring of the unified retention metric. Monthly reviews generate actionable insights - letting you tweak incentives, processes, and communications for maximum effect.