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All ADM Blog Posts Tagged 'customer' (742)

Customer Experience Transformation and Your Dealership

A recent Google search for “customer experience” produced around 1.49 billion results. And refining the search…

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Added by Dean Martin on May 23, 2019 at 7:00am — No Comments

Want A 5-star CSI Rating? Demanding It Doesn’t Work. Earning It Does.

When my friend, Erica* took her vehicle to the dealer recently, the needed repairs were performed quickly and competently. Yet, when the CSI survey came, she rated her overall experience three stars: “just okay.” Why not five stars: “excellent”? Well, because frankly, they didn’t earn it. This was the result of a couple very significant––and…

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Added by Stephen Coambes on May 16, 2019 at 7:48am — No Comments

Can Amazon Reinvent the Traditional Store?

It’s a well-known fact that Amazon is on a mission to reinvent the traditional brick-and-mortar store model. Until recently, they were mostly focused on dominating online sales. However, it is clear Amazon is now looking to expand its footprint to include offline sales. A great example is the…

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Added by Michia Rohrssen on May 15, 2019 at 7:23am — No Comments

Why Your Service Department Should Provide Pickup & Delivery

I have been studying Amazon and unknown to me, they seem to follow the same principle that I promote to dealers. I call it the Circle of Convenience and Trust.

Amazon obsesses about convenience. I am sure some of you suffer from the "brown box syndrome." A brown box arrives on your doorstep every day. Amazon makes it so easy that I sometimes…

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Added by Ujj Nath on May 2, 2019 at 7:00am — No Comments

Are Your Digital Retailing Efforts A-Maze-Ing?

While the components of digital retailing have existed within our industry for some time, digital retailing as a concept has not. Indeed, dealers could sell a vehicle entirely online in the past. And many have done so. But they’ve done so by cobbling together a less than perfect experience for the customer involving multiple widgets, phone calls, emails, and…

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Added by Michia Rohrssen on April 25, 2019 at 7:36am — No Comments

Cut The Cord On Third-Party Data

Like any sales company, dealerships want to get their messaging and advertisements out to as many people as possible. It’s historically been a numbers game: throw as much as you can at a wall and see what sticks.

 

That is no longer the case.

 

Customers expect more personal interactions, and targeting the wrong customer is more…

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Added by Dean Martin on April 25, 2019 at 7:24am — No Comments

Granting 3 Wishes to Take the Wish Out of Marketing

If given three wishes by a genie to help better support our clients’ goals, I’d ask these three questions:

 

  1. What’s your cost per sale?
  2. What’s your impression share for your name?
  3. How many salespeople do you have?

 

Sure, there are hundreds of questions to ask. Millions of data…

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Added by Jim Flint on April 23, 2019 at 7:47am — No Comments

Can You Hear Me Now?

One of the biggest obstacles many dealership service departments encounter is contacting and communicating with their customers. This is not only a problem with recall customers, but with all service customers in general. And failure to communicate can easily…

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Added by Dan Beres on April 16, 2019 at 7:35am — No Comments

VBOOST Expands Footprint in Midwest & East Coast, Signing More Auto Dealer Groups

Newport Beach, CA –April 15, 2019– Vboost (www.vboost.com), a viral marketing company for auto dealers, today announced it has expanded its footprint in the Midwest and the East Coast by signing more dealer groups. While the company's primary focus has been on the West Coast, in the first quarter of 2019 Vboost signed the Feldman Auto Group in Michigan/OH, the Lindsay Auto Group in VA, and several in dealerships in New York. Vboost is…

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Added by Paul Moran on April 15, 2019 at 7:12am — No Comments

First Time Vs. Repeat Buyer: The True Path To Profitability

Every day, dealers are faced with multiple decisions about various facets of their business. Among them: constantly trying to decide if they should invest in buying leads to conquest more consumers or if they should spend more to retain existing customers.

At the…

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Added by Doug Van Sach on April 10, 2019 at 5:30pm — No Comments

Customer Loyalty: Playing the Long Game

How long does it take to build customer loyalty? It might start with a great sales experience, but if a customer feels like they've been taken advantage of in the sales process, it will be hard convincing them to come back for service. True customer loyalty is built over a period of…

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Added by Courtney Evans on April 5, 2019 at 6:00am — No Comments

How To Speed Up Service Transaction Time

When you buy something online, checkout can take mere seconds. And chances are good that your credit card was saved from previous transactions, meaning you just have to click the checkout button and your…

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Added by Dean Martin on April 4, 2019 at 6:30am — No Comments

Expand Service Department Reach & Volume with Customer Convenience, Transparency & Feedback

Many businesses focus on improving customer convenience as a means to expand their reach and volume of commerce. It’s not just Internet companies such as Amazon, but some of the most substantial brick and mortar chains, including Wal-Mart, Costco, Best Buy, Office Depot and several major grocery store chains.…

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Added by Ujj Nath on April 3, 2019 at 7:00am — No Comments

The Sales-to-Service Handoff Can Translate to Serious Revenue & Loyal Customers

Hidden profit opportunities exist throughout most dealerships. Whether those opportunities present themselves through service customers migrating to sales or sales customers that become service customers, all can lead to increased revenue and building relationships with your customers. Many dealers, however, don't incentivize those handoffs, so these episodes…

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Added by Chris Miller on April 1, 2019 at 7:28am — No Comments

Make That Incoming Call Your Next Sale

As countless studies will attest, the effectiveness of…

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Added by Dean Martin on March 29, 2019 at 7:00am — No Comments

Three Tips in Three Seconds: Speed Matters

The biggest driver of customer satisfaction today is speed.

 

As many have heard by now, the attention span of goldfish is 9 seconds. Human beings are down to 8 seconds. With smart phones and the associated instant gratification, attention spans are…

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Added by Jim Flint on March 26, 2019 at 7:00am — No Comments

Don’t play the “Blame Game!”

It’s not my fault – but it IS my responsibility to fix it! This attitude has served me very well in my career.

 

All too often we get wrapped up in the finger pointing when in reality all the customer cares about is "Who's going to fix my problem?"

 

Once we can eliminate…

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Added by Veronica Dunford on March 21, 2019 at 7:30am — No Comments

DealerBuilt Partners with ParkerGale Capital to Further Company Growth & Innovation

With increased capital & resources DealerBuilt will further improve customer service & accelerate release of in-demand technologies including F&I e-signature platform and ceDMS

Mason City Iowa, March 18, 2019 -- DealerBuilt, a…

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Added by Michael Trasatti on March 18, 2019 at 7:00am — No Comments

Digital Retailing: Don’t Forget About the Dealership!

Just about every technology company in the automotive space is working hard to produce pieces of the digital retailing puzzle to facilitate a better customer experience. But many are focused solely on crafting a solution that allows the customer to complete the car-buying transaction online -- from start to finish.

 

Dealerships should certainly…

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Added by Michia Rohrssen on March 14, 2019 at 7:19am — No Comments

AI: The Future of Digital Marketing

In today’s digital world, if you want your audience to hear your message, it’s crucial to stand out among the flood of marketing communications hitting them at every turn. But all too often, marketers use a “one size fits all” mentality, sending messages on a standard interval without taking into…

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Added by Jeff Giere on March 8, 2019 at 7:00am — No Comments

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