Professional Community for Car Dealers, Automotive Marketers and Sales Managers
There is a constant stream of advice from industry experts concerning customer loyalty and retention. While most of the advice is on point, a large piece is typically missing in the bigger picture. In order to increase market share, businesses must be aware of what their competition is doing. Turning a blind eye to…Continue
Added by Mike Gorun on February 4, 2016 at 6:16am — No Comments
You’ve worked hard to ensure you have the best professionals in the business working at your dealership, so it makes sense that you’ll continue working hard to give them the edge they need when it comes to connecting with shoppers, creating relationships, and boosting sales. But things…Continue
Ever popular transportation service Uber is coming under fire for what some say is an exploitative business practice. Uber tends to be a convenient and economical way to get around town – especially for inner city dwellers that don’t own vehicles and travelers who don’t necessarily need a rental car.
Added by Mike Gorun on January 27, 2016 at 7:55am — No Comments
Our world is certainly changing. Due to technology and the ability to access incredible amounts of information, the consumer purchase cycle is completely different to that of just a decade ago. And, the dealership market area has changed too. Technology now enables dealerships on each coast to compete with each other…Continue
Added by Tony Orlando on January 21, 2016 at 4:11am — No Comments
I’ve talked plenty of times about disrupters entering our industry in an attempt to take sales and market share away from dealers.
The Carvanas, Beepis and Vrooms dangle carrots of lower prices and better buying experiences and tempt consumers to try a new way of purchasing their next vehicle. Now, it appears, at…
At the North American International Auto Show, Ford unveiled an interesting new program to the world – FordPass. According to The Detroit News, Ford’s goal with this app is to create a…Continue
Added by Mike Gorun on January 14, 2016 at 4:49am — No Comments
Have you ever wondered about businesses that give discounts to regular, loyal customers—those who already expect to (and do) pay full price? After all, there’s a reason these customers are loyal: they obviously understand the value of superior service—so they should be paying full price,…Continue
Added by Alexia Henson on January 11, 2016 at 5:00am — No Comments
We’re millennials, and we have the world at our fingertips, quite literally. We’re not great at waiting for anything, and if we don’t have to, we won’t. We like to keep our options open, and we’re not afraid to explore new brands, updated styles, and fresh trends; and…Continue
Added by Joseph Little on January 8, 2016 at 12:30pm — No Comments
Competition for air travel is fierce. Especially when it comes to wooing business travelers. An interesting fact that recently came to light is that the most desirable customers are not necessarily those that have flown the most miles. Airlines have realized this and have changed how rewards and statuses are earned.…Continue
Added by Mike Gorun on January 7, 2016 at 6:57am — No Comments
Earning customer loyalty in today’s society is especially tricky. As almost every retailer now has a loyalty program, it’s difficult to stand out and make your customer truly feel special and appreciated. Earning loyalty isn’t simply about giving something away. It’s about creating and nurturing a relationship that…Continue
Added by Mike Gorun on December 30, 2015 at 7:48am — No Comments
In most dealerships, the sales department is typically seen as the favorite child, despite the fact that it’s typically the service department that does all the heavy lifting and keeps the house in order. Because of that, sales is usually where new technologies, website widgets, leads and other digital expenditures…Continue
An interesting study conducted by MaritzCX and published on CustomerThink relays how dealers should care about – and invest in – the creation of a better customer experience in their stores.
While customer experience can be vague, and…Continue
I believe that, as an automotive community, we intuitively know that we need to change.
The sales to consumer model is outdated – our fault for not demanding of ourselves consistent improvement in the consumer experience arena. Consumers are demanding more and Wall Street has taken notice. Backed by hundreds of millions of dollars,…
Added by Joe Orr on December 22, 2015 at 5:30am — No Comments
A recent article in Automotive News highlighted a start-up seeking to help dealers offer loaner cars and delivery/pick-up services without the additional expense of staff. RedCap Automotive…Continue
Added by Chris Miller on December 18, 2015 at 5:30am — No Comments
Consumers head into dealerships to not only buy cars, but to service the ones they own. This is stating the obvious, but many dealerships may be losing out on potential service revenue by not…
Added by Larisa Bedgood on December 17, 2015 at 11:55am — No Comments
In dealing with the customer experience, all too often the conversation centers on the customer’s buying path from initial contact through the sale. What many businesses don’t think about, however, is that the sale is only the start of the relationship. Customer loyalty is built through a consistent customer-centric…Continue
Recently Auto/Mate received a 'Best Places to Work' award from the Albany Business Review for the sixth year in a row. We have also been voted a 'Top Workplace' by the Times-Union multiple years in a row. Focusing on employee happiness has long been one my top priorities. People often ask me how I do it, but before I answer that, I'd like to explain why I do it.
This is a fact: your customers will never love your company unless your employees love your…Continue
Added by Mike Esposito on December 9, 2015 at 7:21am — No Comments
There’s little doubt that the experience provided by auto dealerships in the past has jaded consumers into a stereotype and perception that isn’t necessarily accurate any longer, yet continues to persist. Because of this perception, companies such as Beepi, Carvana and more are creeping into the automotive space…Continue
Added by Joe Orr on December 9, 2015 at 6:42am — No Comments
Now let me explain...
In our industry – as well as life – we continuously talk about transparency.
Let’s be brutally honest here. Sometimes honesty isn’t the best policy. Is it always that way in real…Continue
Today’s consumers are more educated than ever, and that plays an enormous role in how they interact with your dealership and what they expect when they set foot onto your showroom floor. It’s important your dealers are prepared to interact with a generation that has access to endless information online and prefers utilizing it by researching their options…Continue
Added by Joseph Little on November 18, 2015 at 8:00am — No Comments