Professional Community for Car Dealers, Automotive Marketers and Sales Managers
However, sometimes the feedback system is faulty or gets misinterpreted to the point of being useless. Take the feedback system Uber used to have.…Continue
Added by Mike Gorun on December 13, 2016 at 6:19am — No Comments
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.…Continue
Added by Chris Miller on March 4, 2016 at 5:23am — No Comments
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…Continue
Added by Mike Gorun on October 27, 2015 at 6:03am — No Comments
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…Continue
Added by Ashley Weidner on May 28, 2015 at 6:00am — No Comments
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…Continue
Added by Richard Holland on February 26, 2015 at 5:30am — No Comments
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…Continue
Added by Richard Holland on February 19, 2015 at 6:00am — No Comments
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…Continue
Added by Big Tom LaPointe on November 10, 2014 at 8:53pm — No Comments
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.…Continue
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…Continue
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…Continue
Added by Big Tom LaPointe on September 30, 2013 at 5:30am — No Comments
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…Continue
Added by Big Tom LaPointe on July 15, 2013 at 12:51pm — No Comments
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?
Added by Jeff Cotton on June 10, 2013 at 11:30am — No Comments
Authenticity = Customer Loyalty
Do you feel that the Internet has destroyed customer loyalty? Many dealers do.
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…Continue
Added by Jerry Hart on December 4, 2012 at 6:00pm — No Comments
Added by Adam Ross on October 29, 2012 at 9:30am — No Comments
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…Continue
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…Continue
Added by James Schaefer on July 18, 2012 at 9:24am — No Comments
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…Continue
Added by James Schaefer on June 25, 2012 at 9:04am — No Comments