The environment in the customer lounge says a lot about your dealership and management. In fact, dealers spent more money remodeling the lounge to look and feel more like a 'home' space then any other part of the dealership.
With comfortable chairs, coffee service, muted colors and a variety of reading material, the customer lounge area dealers focuses on a welcoming environment to increase CSI and lower customer inhibitions.
And this has translated to the… Continue
Added by Todd Katcher on March 10, 2014 at 9:58am —
I’m sure you’ve heard the phrase “Work your pay plan.” It doesn’t matter whether you held a position in sales, service, or parts, this advice has always been considered good. Towards the end of the month, when Sales Managers need those extra units sold on the weekends in order to hit bonuses from the… Continue
Added by Mike Gorun on March 4, 2014 at 8:38am —
Many dealers are intimidated by the concept of “customer loyalty.” The simple attempt at trying to design and implement a strategy that creates lifetime customers is certainly a daunting one. It takes a lot of work and effort to accomplish this, for sure. However, just like you train your sales… Continue
Added by Richard Holland on February 27, 2014 at 10:02am —
There is a reason consumers enjoy that Amazon knows what new thing they might be interested in buying next based on their previous purchases and activities—we like having things tailored for us because we like anything that makes our lives easier.
There are countless sites now for setting up monthly shopping options based around personal preference, so…
Added by Amanda Meuwissen on February 25, 2014 at 10:02am —
Dealerships today are continuously seeking new ways to acquire new customers. Endless services and platforms pop up almost daily that offer businesses new ways to reach out to the world and attract new customers – whether that’s through online media, social media platforms, mobile ads or database mining.… Continue
Added by Mike Gorun on February 4, 2014 at 2:06pm —
Imagine having customers so loyal that they are willing to pay you just to do business with your dealership. Do you think a customer that makes an investment in your loyalty program would be more or less likely to remain loyal to you and your brand? Three companies have successfully managed… Continue
Added by Mike Gorun on February 1, 2014 at 6:26am —
In my last blog, "Why Aren't Your Customers Loyal?" I discussed the connection between customer loyalty and employee happiness. My belief is that many dealers are wasting money on customer loyalty programs if they are not also focused on making their employees happy and on creating a great place to work.
I am proud of the fact that Auto/Mate… Continue
Added by Mike Esposito on January 29, 2014 at 5:25pm —
Added by Ken Leib on January 27, 2014 at 7:30pm —
We've all seen and heard statistics regarding the connection between customer retention and a company's profitability. Here are some examples:
1) It's 6-7 times more expensive to acquire a new customer than to keep an old one - White House Office of Consumer… Continue
Added by Mike Esposito on January 22, 2014 at 10:31am —
Oftentimes, businesses adopt a rewards program to thank their frequent customers and to encourage and increase the likelihood that they will return. While these are both excellent reasons to have a rewards program, a business must carefully consider how to structure the program and what to offer to not… Continue
Added by Mike Gorun on January 21, 2014 at 7:30am —
I write a lot about customer experience, service and retention. With our hyper-competitive industry demanding greater transparency, it will continue to become more important. In a recent article, “… Continue
Added by Richard Holland on January 9, 2014 at 8:00am —
One of the challenges that dealers and managers face when analyzing their marketing budgets is sourcing traffic.
Do you find anomalies in your sources when reviewing the sourcing of your store’s traffic?
Is every customer being reported in your CRM as… Continue
Added by Mike Gorun on January 7, 2014 at 11:30am —
The LA Times reported this month that, in an interesting move, AMC Entertainment, the owner of over 300… Continue
Added by Mike Gorun on December 31, 2013 at 7:36am —
Every day we hear about customer satisfaction. Companies do surveys to find out how satisfied their customers are with the service they received. Some even go so far as to reward employees with bonuses or prizes based on satisfied customers.
That’s just wrong. ‘Satisfied’ is the lowest level… Continue
Added by Al Mosher on December 30, 2013 at 6:32am —
During the analysis and evaluation we conduct prior to starting a training program the question of ethics and standard business practices we train on usually requires some explanation. In other words, Dealer Principals and General Managers want to hear from us that we conduct our training programs ethically and professionally.
If I were to stand in a room full of Dealer Principals and ask "Who in here believes that the best way to take care of a customer is to sell extra or un-needed… Continue
Added by Leonard Buchholz on December 27, 2013 at 11:06am —
In the October 2013 edition of Dealer magazine, I examined a phenomenon that occurred last Christmas.
Partnering with luxury shopping site Gilt.com, Starbucks offered an ultra-exclusive… Continue
Added by Mike Gorun on December 24, 2013 at 6:00am —
As the holidays quickly approach, many companies are giving back to their customers. Through toy drives, volunteering at local charities or fund-raising, businesses across the nation are pooling their resources to help the needy. Some businesses, however, have chosen to direct their resources to the… Continue
Added by Richard Holland on December 19, 2013 at 5:30am —
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
Added by Mike Esposito on December 18, 2013 at 8:18am —
In the past, the right mixes of traditional and media buys wrapped up in the bow that is your demographic was all it took to catch consumer’s attention and bring them into your dealership. Then Al Gore invented the Internet and everything changed. Not all at once, mind you, but it did and still is. Attracting… Continue
Added by Mike Gorun on December 13, 2013 at 7:00am —
The battle for customers in the automotive industry is hyper-competitive.
Dealers advertise low price loss leaders and court an Internet buyer with competitive pricing that sometimes results in negative gross deals. Service departments advertise low priced oil changes to both upsell and win a new customer.
Added by Richard Holland on December 12, 2013 at 6:00am —