Professional Community for Car Dealers, Automotive Marketers and Sales Managers
Paul N. Long has not received a gift from an ADM Member
I am excited to announce that effective May 4, 2012, I embarked on a new journey, and resigned from the re:member group. I will be heading back to the corporate world to assist United Health Group in developing its Member Experience Strategy. Many of you assisted me during my transition period, and I am so thankful for all the help I received. I am very excited about this position—it’s exactly what I was looking for when I started my job search: To be able to enhance the Customers’…Continue
Building customer loyalty comes down to one thing: Delighting customers. As I discussed in my last blog, we begin to delight customers by The Golden Rule: treat others the way you want to be treated.
At the re:member group, we know that a systematic approach to building customer loyalty works. Our Dealership programs yield an increase of service revenue by as much as 39 percent among Members and have increased sales by 7.5 percent. But I’ll be the first to admit that our Loyalty…Continue
Net Promoter has been effectively used in all sorts of businesses, including small start-up companies. In fact, we’re so convinced that the Net Promoter system works, we use it ourselves (we welcome you to take our survey to let us know how likely you are to recommend re:member group). The main premise of Net Promoter stems from the…Continue
If you are asking whether customers are satisfied with your service—you’re asking the wrong question. If you are measuring and trying to increase your customer satisfaction—you’re measuring the wrong thing. Eighty percent of satisfied customers will still shop around to your…Continue
If you were able to increase your monthly sales from last year by 30% without increasing advertising costs, how would that affect your bottom line? Would it make you happy? If that increase happened in January, would it make you happier? If your answer is "Yes!", you've just been "incentified." Read on, grasshopper, to learn the art of being "incentified."
Everyone knows that in the car business, January is a dog for vehicle sales. Most of the…