Professional Community for Car Dealers, Marketing, Advertising and Sales Leaders
To that point, I am sure many of you are familiar with the shocking stories and downfalls of three highly successful companies: Blockbuster, Kodak and Xerox.
So, what lessons can be learned from…Continue
Added by Ujj Nath on July 24, 2018 at 6:56am — No Comments
The automotive industry as we know it is undergoing a transition. From electric cars, to ride sharing, to autonomous cars, the landscape is rapidly changing. With consumers demanding convenience, and technology that radically changes the customer experience, we should brace for a decade of disruptive change.
All this change sometimes makes it difficult to wrap…Continue
Added by Ujj Nath on February 20, 2018 at 7:10am — No Comments
Added by Mike Gorun on February 13, 2018 at 6:00am — No Comments
Customer experience is increasingly important in business. Retail shops now compete for customer wallets with behemoths such as Amazon. As a result, stores now have to prove to customers they will receive a superior experience more valuable than the convenience of clicking a button to have their product show up at their door in 2 days.
In addition, customer experience…Continue
Added by Mike Gorun on May 16, 2017 at 5:41am — No Comments
There are currently more than 63 million recalled vehicles still on US roads and highways, which is surprising when you consider that recall repairs are at no cost to the consumer. So, why are consumers so apprehensive about bringing you their recalled vehicles? Do consumers hate going to the dealership that much?
Added by Chris Miller on May 12, 2017 at 6:30am — No Comments
As consumers increasingly shift their shopping online, choosing to skip visits to traditional retailers, it’s become difficult for businesses to get that all important relationship-building face-to-face time.
In the automotive industry, a similar shift is happening. Industry disrupters are taking the whole purchasing process online, forcing major automotive…Continue
Added by Mike Gorun on May 2, 2017 at 6:56am — No Comments
According to an article in Tire Business, it is essential for automotive service repair facilities to adopt and embrace technology. Last year was the first year Millennials outnumbered Baby Boomers and GenX in the workplace, representing…Continue
Added by Tim Clay on April 26, 2017 at 7:00am — No Comments
Convenience is one of the biggest factors that influences customers when choosing where to take their vehicles for service. For the younger generation it even trumps price. Independents know this and it is one of their key marketing messages, along with speed of service.
Dealers tend to fall behind in this type of messaging in general and have to fight…Continue
Added by Ujj Nath on April 20, 2017 at 6:28am — No Comments
But in your customer’s mind, was the long process worth it?
It’s a New World Out There
The car-buying process has been turned upside down by the advent of online…Continue
Added by Devin Koskan on February 14, 2017 at 5:29am — No Comments
One day, while bringing my vehicle into a large, very well-known dealership for service, a rather comical scene played out before my eyes. While the shuttle driver was leaving the dealership, his mini-van full with customers, all of a sudden a strong gust of wind came through. The shuttle van’s windows were open at the time and papers started flying out of the vehicle. He…Continue
Added by Ujj Nath on February 13, 2017 at 5:17am — No Comments
The statistics are there: car buyers spend 59 percent of their time online before they purchase car, according to a 2016 study from Cox Automotive. This same study cited 88 percent of customers used the internet to purchase their vehicle and 46 percent use multiple devices to get to a dealer’s website, with 14 percent using only a mobile statistic.
Added by Devin Koskan on February 6, 2017 at 5:57am — No Comments
Car sales today are a whole different process from how it was in the past. A few years ago it was pretty much a given that buying a car could easily encompass most of the day. In addition, little information was available to the consumer and the dealer had the upper hand in negotiations.
As the Internet has grown and evolved, and as information has become…Continue
Added by Devin Koskan on January 19, 2017 at 5:04am — No Comments
The holiday season is upon us. That means extra money is needed for things such as traveling, presents and decorations.
This time of year is typically when an increasing number of consumers find themselves in a tight financial situation. And, when it comes to unexpected vehicle repairs, lack of funds can put a…
Added by Tim Clay on December 15, 2016 at 6:30am — No Comments
The famous Albert Mehrabian developed a communication model in which he demonstrated that only 7% of what we communicate consists of the literal content of the message. The use of one’s voice, such as tone, intonation, and volume, makes up 38% of the message and as much as 55% of communication consists of non-verbal factors such as body language.
I’m sure you…Continue
Added by Ujj Nath on December 13, 2016 at 11:00am — No Comments
One click ordering. Buy it now. Same day delivery. Dash buttons where all you have to do is press a button and the item is shipped. You can even place orders through Amazon’s Alexa with a voice command.
Businesses like Amazon have grown into hugely popular industry giants because…
Added by Ujj Nath on November 21, 2016 at 6:39am — No Comments
Working retail in the auto industry can certainly be taxing. Salespeople work 60-70 hour weeks to make a paycheck. Sales managers do so while also having to manage the sales team, create multiple reports and handle a multitude of tasks -- and the service department is just as overloaded.
Not surprisingly, frequently the excuse, “there’s not enough time,” comes…Continue
Added by Mike Gorun on October 11, 2016 at 5:51am — No Comments
While your customer has consistently serviced their vehicle with you, when they get that $19.95 oil change coupon from your competition, will it go in the trash, or will they choose to take advantage of it and defect to the…Continue
Added by Mike Gorun on May 17, 2016 at 5:00am — No Comments
There is nothing more frustrating to a service advisor than presenting legitimate service recommendations to a customer only to lose the sale because of a customer’s finances. The service advisor could do a great job building the relationship, presenting the service recommendations and instilling value. However, if the customer cannot pay for the services, they lose the sale,…Continue
Added by Tim Clay on March 31, 2016 at 9:10am — No Comments
It’s a well-known fact that consumers these days have a wide variety of choices for their automotive service needs. They can get their vehicle serviced at their dealership, independent service center, or at a local mechanic. Many even mix their choices up depending on the type of repair or service needed. It’s not uncommon to see a customer come to the dealership for major…Continue
Added by Tony Orlando on March 21, 2016 at 4:22am — No Comments
What’s the most time-consuming part of making a sale? More often than not, it’s the paperwork: dragging the customer inside to input information…involving sales managers who are stuck in their offices desking deals...getting trade-in information down on paper to input into the appraisal tool, which is back in the office, and so on.
Sound familiar? There…Continue