It’s huge, maybe even more important than pricing or promotions. A good customer experience builds trust, and trust is what turns browsers into buyers. Whether someone’s on your site or in your dealership, they want clarity, responsiveness, and a sense that you actually care about their time. If the process feels frustrating or opaque, they’ll walk away, even if they like the car. Smooth navigation, fast load times, quick replies, and a personal touch all add to an experience that improves conversions and loyalty.