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All ADM Blog Posts Tagged 'CSI' (55)

Sales Targets or Customer Satisfaction: What's More Important?

Look around the Internet – Google, BING, and online forums – and you’ll find a similar question everywhere ...

“How much does an automotive salesperson earn per deal?” Answers vary from a set salary to $50 to $1,000 or more per deal.…

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Added by CPI Results on April 11, 2018 at 1:30am — No Comments

How to Handle Rejection in the Service Department

A service advisor’s role is like that of an athlete – they must perform to a certain standard to keep their job.

Also, a service advisor has hot…

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Added by CPI Results on April 2, 2018 at 2:12pm — No Comments

Cut Your Profits by Pre-Qualifying Service Customers

An elderly lady drives her 10-year-old car into the service drive. 

The corners of the bumpers are lightly scuffed, the rims have curb rash, and the odometer has a third of the average miles for a car its age. 

A mother…

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Added by CPI Results on March 5, 2018 at 10:13am — No Comments

Carl Sewell: Creating Customers for Life

There are many stories of successful business leaders and dealerships using Carl Sewell's philosophies as their bible and giving copies of his best-selling book to all their staff.…

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Added by CPI Results on February 27, 2018 at 3:02pm — No Comments

Is Your OEM Trailing in CSI Survey Rankings?

Every spring, J.D. Power ranks manufacturers based on dealership customer service index survey scores. 

These scores are indicative of the service customers receive in the dealership. While it doesn’t paint a complete picture, it certainly gives a good glimpse into the values each manufacturer…

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Added by CPI Results on February 25, 2018 at 11:30am — No Comments

Don’t Forget Mr. & Mrs. Cellophane!

People are motivated by many different things. Some by money. Some by time off. But one of the most universal ways to motivate an employee is by recognition.

For the most part that recognition comes from external sources; perhaps a customer compliments the employee either in person or via…

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Added by Mike Gorun on February 20, 2018 at 6:30am — No Comments

‘Customer Satisfaction Surveys Are Dead’

The District Manager has just left the GM’s office.…

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Added by CPI Results on February 20, 2018 at 5:30am — No Comments

The First Call is the Turning Point

You won’t find the question on a Customer Satisfaction Index survey: “Who made the first phone call during your service visit – you or your service advisor?”

The results would probably tell a story very much in line with the overall CSI score. If the customer…

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Added by CPI Results on February 14, 2018 at 10:00am — No Comments

Competing Against Nothing

When asked who a…

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Added by Scot Eisenfelder on November 29, 2017 at 6:00am — No Comments


Influencer
You Had Me at Hello

I've worked in customer …

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Added by Stephen Coambes on September 25, 2017 at 6:30am — 2 Comments

Accelerate approval times, increase productivity and CSI with mobile texting

Mobile texting is a powerful technology. Integrating a texting solution within your automotive business may be the smartest decision you make this year for many a reason.

In 2017, …

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Added by Thomas F. Jung on June 22, 2017 at 12:52am — No Comments

Feedback Is Important; if Interpreted Correctly

Customer feedback is important to any business’ growth. That’s why many send out customer satisfaction surveys and managers pay attention to that feedback.

 

However, sometimes the feedback system is faulty or gets misinterpreted to the point of being useless. Take the feedback system Uber used to have.…

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Added by Mike Gorun on December 13, 2016 at 6:19am — No Comments

Don’t Let Poor CSI Make You Afraid of Recall Customers

Automotive recalls present an opportunity to maintain and improve dealer and brand integrity while winning back lost customers and attracting new customers that typically do not service at a factory-certified dealer. Historically, however, recalled vehicle owners have been viewed as a nuisance by dealership personnel.…

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Added by Chris Miller on March 4, 2016 at 5:23am — No Comments

Is Spreading the Sales Process Out the Answer to Excellent CSI?

A hot topic of much discussion today is the decrease in the sales process. There are many opinions on whether shortening the time it takes consumers to buy a vehicle is the answer to providing a better customer experience. There’s no doubt that it can be arduous and exhausting for a consumer to buy a car…

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Added by Mike Gorun on October 27, 2015 at 6:03am — No Comments


Influencer
How to Maximize Profit in Your Service Department

According to NADA statistics from 2014 service and parts sales reached $91billion!

The average dealership net profit for service and parts per month was upwards of $270,000 while new and used-car sales combined net profit per month did not even reach…

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Added by Ashley Weidner on May 28, 2015 at 6:00am — No Comments


Influencer
How Customer Training Leads To Retention

With almost everything consumers purchase, there’s an owner’s manual or set of instructions for them to use.  For decades, car manufacturers have included an owner’s manual with new vehicles. Sadly, it is no secret that this tidy three hundred-page booklet is one of the least read publications produced in mass…

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Added by Richard Holland on February 26, 2015 at 5:30am — No Comments


Influencer
What Does Cheating Teach Your Employees?

Automotive News recently carried a story about a lawsuit filed by Subaru of America against one of their franchisees. The lawsuit accuses a Southern California dealership of falsifying 224 CSI surveys in an…

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Added by Richard Holland on February 19, 2015 at 6:00am — No Comments

Is your receptionist costing you deals? Seven steps to handle an upset customer

"In today’s era of social media, a couple of keystrokes on a mobile phone, and hundreds hear about a company’s misstep"

Remember the quote ‘nice guys  finish last’? Whether you have a ‘nice guy’ or ‘nice girl’ answering  the phone at your dealership, the way they handle the call can…

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Added by Big Tom LaPointe on November 10, 2014 at 8:53pm — No Comments


Influencer
Is Instant Customer Feedback In Your Future?

There’s no doubt that customer satisfaction is important to all car dealerships.

Whether a dealership actually cares about making the customer happy, or merely wants to ensure that their CSI scores stay acceptable to the OEM, these scores play a major factor in the overall health of a dealership.…

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Added by Richard Holland on August 14, 2014 at 6:00am — 3 Comments

Measuring CSI stinks…Let’s talk Loyalty!

Customer satisfaction and customer loyalty are two different things. The Customer Satisfaction Index (CSI) scores that many dealerships and manufacturers rely on as a Key Performance Indicator (KPI) do not really have much to do with building loyalty. Customers can be loyal to a company and have an unsatisfactory experience, or they can have a very satisfactory experience without being loyal to the company.

 

I believe the CSI surveys should be phased out and replaced with…

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Added by Mike Esposito on December 18, 2013 at 7:18am — 2 Comments

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