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All ADM Blog Posts Tagged 'CSI' (37)

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

Can Six Sigma help you improve your processes?

The graphic above illustrates a “worst-of” status based on perception or statistics for each state in the union (see the methodology). On the one hand, it’s a sad testament to the status of this nation, but in the dealership context, it reminds us…

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Added by Big Tom LaPointe on September 30, 2013 at 5:30am — No Comments

Don't ignore CSI and end up like the dodo – or Mercury

CarChat Live helps dealers survive AutoWeek spotlighted the ’53 Mercury on their website, and it got me thinking how sad it is that such a storied brand has fallen by the wayside, and that dealerships that aren’t careful can also end up like the dodo bird or Mercury brand.

CSI is critical to SURVIVAL

One of the intangible benefits for our Live Chat products is that it can help guard your CSI. Not just the CSI the factory measures, but the one that has your customers posting…

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Added by Big Tom LaPointe on July 15, 2013 at 12:51pm — No Comments

Yes, Steak Knifes Do Sell Cars

Throw your CRM away. A CRM often becomes too much like a multitasking Swiss Army knife, when what you need to really sell more cars is something simple and powerful. 

As CRM vendors bolt on different applications, the proverbial Swiss Army Knife philosophy emerges. Is it practical for cutting a steak? Or is it a 12-in-one  tool with pliers, toothpicks, tweezers, and multiple blades – something complicated and bulky and not as simple as a serrated steak knife? 

Another…

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Added by Jeff Cotton on June 10, 2013 at 11:30am — No Comments

From the Trenches - Authenticity = Customer Loyalty

 

Authenticity = Customer Loyalty

Do you feel that the Internet has destroyed customer loyalty? Many dealers do.

  • They don't like that the Internet gives…
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Added by Tom Gorham on April 22, 2013 at 6:30pm — 6 Comments

Is it wrong to ask for a CSI survey?

With all the emphasis on social media and internet ratings, is there still a focus on manufacturer Customer Satisfaction Index scores?

 

In a past life, I was an integral part of one of the nation’ top GM CSI dealerships. We were careful to avoid crossing the line by…

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Added by Big Tom LaPointe on February 13, 2013 at 1:30am — 11 Comments

Believable reviews - Your Website or highly ranked 3rd party review site?



 …

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Added by Jerry Hart on December 4, 2012 at 6:00pm — No Comments

The Importance of Positive Online Reviews To Car Dealers

by Adam Ross, Managing Director, Infinite Prospects, Inc.

How many positive reviews from customers does your dealership have on Google Plus Local,…

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Added by Adam Ross on October 29, 2012 at 9:30am — No Comments

Opinion about Google+, Reviews, and Online Reputation Management

Everyone has an opinion about how to use Google+ and posting reviews.  We see the extreme from hoping your customers post a good review to allowing the “real experts to post your reviews”.

Those of you, who finish reading this blog, will receive information many companies don’t want to tell you or just don’t know how to do.  Furthermore, your sales both repeat and referrals will increase, your branding will…

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Added by James Schaefer on August 28, 2012 at 7:18pm — 23 Comments

Can Facebook & Social Media Help GM Sell more Vehicles

On May 22, 2012 I wrote a blog asking the public if GM made a wise choice dropping its 10 million dollar advertising spend from Facebook.  (For theentire blog visit: http://deliverymaxx.wordpress.com/2012/05/22/did-gm-make-a-wise-decision-dropping-facebook-as-an-advertising-medium/ )  My position then as it is now is that GM and many automotive dealerships are…

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Added by James Schaefer on July 18, 2012 at 9:24am — No Comments

Online Reviews (Good & Bad) can help sell your vehicles…or Not

Today, more than ever, online reviews can make or break your month selling vehicles.  We can search for online reputation management companies and we will get hundreds if not thousands of opinions on how to manipulate the system of posting positive reviews.  Many of these companies state that they have a secret to help your dealership look like they are flawless.  This is done utilizing a lot of smoke and mirrors.

Studies by consumer behavior and search experts say that 7 out of 10…

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Added by James Schaefer on June 25, 2012 at 9:04am — No Comments

If you are Having Fun Your Customers will too!

It is a simple matter of life.  People enjoy being around other people who are having fun!  Positive experiences are contagious.

This past Father’s Day weekend, I had the pleasure of watching my 10 year old son play in the Texas State 10U baseball tournament.  It was hot, the teams were tough, and we were at the baseball fields from 8 AM until 11 PM Saturday and Sunday.  The weekend was enjoyable and will be a Father’s Day I will always remember.  Some might think that it is because…

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Added by James Schaefer on June 19, 2012 at 10:41am — No Comments

From the Trenches - There are 5 Rs in ROI for Social Media

Many Social Media advocates see RED when asked about the ROI (Return on Investment) of Facebook, Twitter, YouTube, Blogs, Pinterest and other Social Media.  The question itself evokes the idea that if something doesn't produce short-term,…

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Added by Tom Gorham on June 17, 2012 at 12:00pm — 14 Comments

Creating an Automotive Buying Experience that Last a Lifetime

It has already been established that the most exciting time during the sales process is the delivery.  A perfect delivery can erase a debauched meet and greet, poor finance service, and the arduous negotiation over a couple of hundred dollars.  After spending hours with your customer, how do you want them to remember your dealership?

Your customer will remember your dealership every month they have to make their payment.  They will think of your dealership each time they pay for an…

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Added by James Schaefer on June 7, 2012 at 1:56pm — 1 Comment

Remember When You Bought Your First Car?

My first car which I purchased was a 1977 White 4-Speed Toyota Corolla.  It wasn’t the nicest looking vehicle anyone has ever seen.  As a matter of fact, it was what people today would call a “hoopty” or “jalopy”.  As soon as I made the purchase, I headed over to AutoZone to cover the steering column, replace the side mirrors, buy seat covers, and styled it up with the double windshield blades.  My taste in style has since changed.  It was ugly to say the least, but it was mine!

The…

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Added by James Schaefer on May 25, 2012 at 4:00pm — No Comments

The Social Network You’re Overlooking

I believe most of us understand and acknowledge the increasingly significant relevance of social media in our industry.Unfortunately, the buzz can lure us into overlooking the use of potent traditional social networks. We ignore them at great risk.

Social media that incorporate these overlooked…

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Added by Kurt Kubicki on May 22, 2012 at 8:47am — No Comments

Are you Looking for the Next Big Idea?

So your automotive sales are down, and you lay awake at night praying that you make this month’s budget just so you do not have to put all of your possession in the provided cardboard box and take the walk of shame out of the dealership.  Does this sound familiar to you?

Anyone who has spent…

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Added by James Schaefer on May 18, 2012 at 8:32am — No Comments

DeliveryMaxx introduces DigitalMaxx 2.0

DeliveryMaxx has been the industry leader in creating innovative solutions to help Automotive Dealerships converting the one-time customer into a life-time customer.  

However, never one to rest on their laurels, DeliveryMaxx has made it possible for dealerships to talk to the world utilizing the most up-to-date technology.  Just imagine, a dealership customer leaves finance and gives a review talking about how great the experience has been in purchasing a new…

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Added by James Schaefer on May 17, 2012 at 6:41am — No Comments

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