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All ADM Blog Posts Tagged 'customer' (521)


Dealer
Will Customers Finance Their Cars Online?

Your customer is knee-deep in the car-buying process and ready for the final part, the car financing. Finally, after hours of deal making, they sign the terms.

 

But in your customer’s mind, was the long process worth it?

 

It’s a New World Out There

 

The car-buying…

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Added by Devin Koskan on February 14, 2017 at 5:29am — No Comments


Vendor
The Shuttle Has Left the Building… Maybe

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…

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Added by Ujj Nath on February 13, 2017 at 5:17am — No Comments


Vendor
Perception vs. Reality: Are You Seeing your Service Department through your Customers’ Eyes?

Many consumers have the perception that servicing at a dealership is more expensive than at independent service providers. Whether this applies to your service department or not, independents acquire customers through consistently advertising competitive prices. Unfortunately, this seems to be working well for them as…

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Added by Alexia Henson on February 3, 2017 at 5:00am — No Comments


Influencer
Should Your Goal Be Less Effort?

In the world of customer experience, retention and loyalty, a lot of focus is placed on customer satisfaction. The general thought process is that the better the customer experience on a consistent basis, the more likely a customer is to continue to do business and remain loyal.

 

However, according to…

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Added by Mike Gorun on January 31, 2017 at 5:46am — No Comments


Vendor
The Huge Impact of Customer Experience

A recent study by Forrester quantified the monetary effect of increasing customer experience scores by a single percent. The results were quite astonishing.

A single one-point increase in customer experience can mean as much as an additional $873 million per year in revenue for auto…

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Added by Tim Clay on January 26, 2017 at 6:54am — No Comments


Vendor
Your Service Competition isn’t Other Dealers – It is Joe across the Street

Customers generally get their vehicle serviced close to home or work.

Dealers are lucky that customers feel they should bring their new cars back to the same store…

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Added by Ujj Nath on January 20, 2017 at 6:00am — No Comments


Vendor
Give Service Advisors a Break – It’s Time to Reduce the Noise

Many dealers and managers outside of the service department don’t realize how incredibly busy a service advisor (SA) is throughout their day. Keep in mind that these are front-line employees dealing directly with your customers. They have an extremely important role in the dealership. In fact, it could be argued that a…

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Added by Ujj Nath on January 10, 2017 at 6:10am — No Comments

A New Year’s Resolution to Service Consumers

As we make our New Year’s resolutions and reflect on 2016, which was a less than perfect year for our industry, filled with recalls and declining consumer confidence due to lack of parts availability to quickly fix these recalls, I thought it may be a good time to look ahead to 2017. In that spirit, I’d like to offer some simple tips…

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Added by Chris Miller on January 8, 2017 at 7:00am — No Comments


Dealer
Surviving the Customer Loyalty Tailspin

Today, the Big 3 automakers account for only 44% of the market – a 26% decline from 2 and a half decades ago. In this short amount of time, consumer loyalty is no longer within reach, as the average customer retention rate across the industry has sunk below 50%. This amounts to dealers losing more than half of their customers each…

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Added by Doug Van Sach on January 8, 2017 at 6:00am — No Comments


Vendor
Don’t Get Distracted by the Shiny Objects

When looking at the future of the auto industry, specifically retail, it’s easy to get caught up in the “shiny objects” and focus on all the cool technology such as autonomous cars, ride-sharing, virtual reality sales, and all of the “disruptors” that are entering the space.



This can serve as a bit of a distraction and, as a…

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Added by Ujj Nath on January 3, 2017 at 6:00am — 4 Comments

How Do Consumers See Your Store Online?

Get your Current Online Reputation Evaluation (C.O.R.E.) Report

Enter your company name and phone at the link below and get your complimentary C.O.R.E. report. You’ll be able to instantly see exactly what customers see online about your business. It’s the first step to establishing a healthy online presence for your brand, attracting new…

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Added by Chris Snellgrove on December 28, 2016 at 5:40pm — No Comments


Influencer
Paying It Forward

Auto dealers are well known for their huge support to local communities. Especially around the holiday season when they do many good deeds including toy drives, donations to food banks and a variety of other activities that have special meaning to those particular dealers. It’s noble not to “brag” about the great…

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Added by Mike Gorun on December 27, 2016 at 7:02am — No Comments


Influencer
Surprise and Delight EVERYONE, Customer or Not!

What would you do if a customer was injured at your dealership and you were at fault? I don’t mean serious injury or anything like that. Perhaps just a bump or scrape? Most businesses would apologize or, at the very least acknowledge the mishap to the customer. Perhaps send some flowers or a gift card. You certainly…

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Added by Mike Gorun on December 20, 2016 at 6:40am — No Comments


Vendor
Puttin’ On the Ritz

I was on a trip to New York and met up with a friend of mine (full disclosure: also a happy customer) Richard Hesse, the Dealer Principal at Mercedes-Benz of Nanuet. He has a simple mantra: “It's not…

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Added by Ujj Nath on December 20, 2016 at 5:46am — No Comments


Vendor
The Amnesia Effect of Google Analytics

Your dealership undoubtedly sees a lot of customers each day. Let’s say that each customer who walks into your showroom wears a different color shirt. Over the course of time, you see a trend in that every single customer who purchased a vehicle wears a red shirt. You’d probably start getting excited when you see a…

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Added by Steve White on December 16, 2016 at 6:00am — No Comments


Influencer
Think Virtual Reality is a Fad? Think Again.

Virtual Reality has been quite a craze recently with video gaming and other consumer electronics.

However, the high cost of entry and expensive units limited its reach. Even Google’s cardboard VR glasses required smartphones that cost upwards of $700. The Oculus Rift Goggles were even more expensive…

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Added by Timmy D. James on December 15, 2016 at 6:00am — No Comments


Vendor
Are You Playing Russian Roulette With Your Marketing?

These days, Google searches are much more personalized and localized. For example, when a consumer types in a search query at their home it produces different results to the exact same search conducted at their office 30 miles away.



And, to further complicate matters, consumers increasingly shop and conduct…

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Added by Steve White on December 9, 2016 at 6:00am — No Comments


Influencer
Customers Are “Hooked On a Feeling”

In their new book, The Intuitive Customer, authors Colin Shaw and Ryan Hamilton contend that companies that try to fight declining customer satisfaction by lowering prices are going about customer satisfaction the wrong way. Instead, they state…

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Added by Mike Gorun on December 7, 2016 at 6:09am — No Comments


Vendor
Reliability Could Be Your Dealership’s Downfall

Not too long ago your service department could rely on seeing customers fairly frequently, but as vehicles have increased in quality, so have the OEM’s suggested service intervals – some are now as much as 15,000 miles between oil changes.

 

To put this into perspective, in the past, if a customer drove…

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Added by Ujj Nath on December 6, 2016 at 6:54am — No Comments


Influencer
And...we're live!

Are you creating advertising opportunities in your Facebook Live videos? Now, you can have the ability to broadcast commercials or other advertisements in your Facebook Live video.

In this week's Hard Facts episode, Samantha reveals a way that you can increase the value of your live broadcast. Watch now!

We’d love to hear what you have to…

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Added by Paul Potratz on December 2, 2016 at 2:21pm — No Comments

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