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Mike Gorun's Blog Posts Tagged 'CSI' (10)

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

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. At the end of each trip riders were prompted to leave…

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Added by Mike Gorun on December 13, 2016 at 6:19am — 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 - from finding the right one, to filling out paperwork,…

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

You Want Hard Facts? You Got ‘Em!

Do customer loyalty programs work? A popular national chicken franchise spends more money on its loyalty program to retain customers for its $2 sandwiches than most dealerships spend to retain customers for $60,000 vehicles purchased from them. Does this make any sense?

 

Yet I hear all the time from dealers who are unsure about the benefits of customer loyalty programs and want to see hard facts about the ROI.

 

Well, now they can. In our newly released, free…

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Added by Mike Gorun on March 27, 2012 at 10:15am — No Comments

One Promotion Does Not Fit All

Email and snail mail promotions are great methods for creating customer loyalty. However, you need to make sure that the information customers include during the signup process is accurately addressed in the marketing. There’s no greater feeling than receiving an unexpected coupon or discount on something you want to purchase. It’s a completely different story when the promotion is for something random that doesn’t remotely pique your interest.

 

Here’s an example of a mail…

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Added by Mike Gorun on March 20, 2012 at 9:30am — No Comments

Customer Loyalty Infographic

The National Business Research Institute has created a valuable infographic focused on customer loyalty. NBRI explains, “Customers are a business’ most important asset, without them the business wouldn’t exist. So it’s imperative to keep these customers happy and improve their loyalty to your business.” They add, “We created this customer loyalty infographic to help you not only understand it, but to help you cultivate that loyalty among your own customers.”

We found NPRI’s…

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Added by Mike Gorun on March 6, 2012 at 8:48am — No Comments

Is the Customer Still Always Right?

The customer is always right.” was coined and made famous by retailers including Selfridges and Marshall Field’s (now Macy’s) around the turn of the 20th century. It’s a phrase that most of our parents and grandparents had ingrained into their brains as children, and yet it somehow appears to have been lost in…

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Added by Mike Gorun on February 28, 2012 at 8:21am — No Comments

Exceeding Expectations or Solving Customer Problems: What’s More Important?

In a recent article on Forbes.com, “The Final Frontier: Customer Expectations,” Robert Passikoff points to a shift in the past 15 years: customer expectations have increased significantly, rising 24 percent in all categories. After explaining how customer loyalty is measured and providing an example…

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Added by Mike Gorun on February 21, 2012 at 9:00am — No Comments

Using Customer Loyalty Data to Reward with Relevance

Developing meaningful relationships with clients requires you to connect with them on a personal level. The more you know about a customer, the easier it is to sell them services and/or products that meet their individual needs. It also helps you determine which type of marketing the customer will be most receptive to.

 

Effectively engaging customers through direct marketing channels hinges on several key principles:

 

  1. Start…
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Added by Mike Gorun on February 1, 2012 at 10:00am — No Comments

Retention vs. Revenue: Today’s Prepaid Maintenance Plans

Prepaid Maintenance Plans (PPMs) have traditionally been used as a customer retention tool by dealers, and rightfully so. Paying up front for services is a guaranteed way to get customers back into the service lane. But the pricing and structure of many PPMs administered by third parties did not make the plans very profitable for the dealerships, and even more important, for the customers.

 

The new generation of self-administered, self-managed PPM plans offer many benefits…

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Added by Mike Gorun on January 24, 2012 at 8:27am — No Comments

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