In today’s rapidly evolving auto retail landscape, brand loyalty is fading, and experience driven car buying is taking over.

Vehicle shortages, rising interest rates, and digital-first buyer expectations have fundamentally changed how customers shop. Car buyers are no longer committed to a particular make or model, they’re loyal to dealerships that provide a seamless, personalized, and transparent experience from online browsing to in-store purchase.

Whether you’re selling your primary brand or off-brand inventory, one thing is clear: you win more deals by delivering a better car-buying experience. Here’s why, and how your dealership can stand out.

🚗 Brand Loyalty Is Down, But Experience Loyalty Is Up

Research from industry leaders like JD Power and CBB shows a clear trend: shoppers today are more flexible than ever when it comes to brand. After years of inventory shortages and price volatility, buyers have learned to prioritize availability, financing, and convenience over badge loyalty.

Even customers who intend to purchase a specific brand often end up buying something completely different, especially if they find it faster, more affordable, or easier to acquire.

In fact:

• Most buyers only visit 1.5 dealerships before making a purchase
• Many switch vehicle brands based on availability, financing, and service quality
• Customers now prioritize speed, ease, and trust over manufacturer alignment

For dealerships, that means your biggest competitive edge isn’t your brand, it’s your buying experience.

5 Ways to Deliver a Car-Buying Experience That Builds Loyalty

1. 💻 Make Your Website Work Like a Salesperson

Your dealership website should be more than an online brochure, it should be a conversion engine.

Add lead-generating tools like:

• Soft credit checks (e.g. AVA™ Credit)
• Real-time trade-in estimators
• Online finance applications
• Appointment scheduling tools

Promote these features on key pages and make them easy to find. The more shoppers engage online, the more likely they are to visit your dealership in person.

2. 🧠 Use Online Leads to Personalize In-Store Visits

Avoid the #1 friction point: asking customers to repeat themselves.

If someone completed a trade-in appraisal or credit pre-approval online, use that data the moment they walk in. Pull it up in your CRM, review their progress, and make them feel seen.

This not only saves time, it shows your dealership is modern, attentive, and efficient.

3. 🔄 Connect Digital Touchpoints with In-Store Processes

Create a true omnichannel car-buying experience. If a customer starts their journey online, pick up exactly where they left off in the showroom.

Smart CRMs allow your sales team to search a customer’s name and immediately see what forms they filled out or vehicles they viewed, making it easy to move from browsing to test drive in minutes.

4. 🚙 Be a Product Expert, Not Just a Salesperson

Vehicle availability is still inconsistent. If a customer wants a car you don’t have, be ready with alternatives.

Understand the key features they’re after, whether it’s towing capacity, heated seats, or third-row space and show them similar vehicles that are in stock. This builds credibility and keeps the deal alive.

5. 📦 Know Your Inventory Inside Out

Customers expect fast answers and accurate info. Being able to confidently speak to what’s on your lot (and what’s incoming) makes you stand out as a trusted advisor, not just a salesperson.

Be ready to answer questions like:

• How many owners has this vehicle had?
• Has it been reconditioned or certified?
• How does it compare to similar models on the lot?

The more inventory intelligence your team has, the faster they can close—and the more trust they build.

Final Thought: Experience Is the New Brand

If your dealership wants to succeed in today’s competitive, brand-flexible market, focus less on what you’re selling and more on how you’re selling it.

Buyers will choose your store again (and again) if you offer:
✅ A fast, seamless digital-to-showroom experience
✅ Real value through helpful tools like AVA™ Credit
✅ Trustworthy guidance and knowledgeable staff
✅ A process that respects their time and their budget