Professional Community for Car Dealers, Marketing, Advertising and Sales Leaders
In my last blog, I shared some tips about how dealerships can help protect customers and staff in their service departments during this challenging time. In addition to having the precautions in place, it is important to know how to correctly communicate…Continue
Added by Dan Beres on April 14, 2020 at 7:20am — No Comments
How well do you know your sales and service customers? Not just the customers who have purchased a car in the last month, or the ones who get their cars serviced on a regular basis, but all of your customers?
Considering your dealership has thousands of contacts in its DMS, it’s highly unlikely —and unrealistic—that you know your customers…Continue
Added by Courtney Evans on March 27, 2020 at 7:03am — No Comments
Service retention rates in dealerships have been steadily declining over the last three years, according to Affinitiv’s recent Automotive Loyalty Trends study, which analyzed data from more than 1,000 auto dealerships.
In domestic brand dealerships, service retention rates have dropped from 61.2% to 60.2%. At import brand dealerships,…Continue
Added by Doug Van Sach on March 12, 2020 at 11:34pm — No Comments
Repeat buyers account for an increasing share of new vehicle sales and now represent 31% of all new vehicles purchased at a dealership, compared to 29% a few years ago.
This trend is good news for dealers due to the lower cost of retaining vs. acquiring…
Added by Doug Van Sach on January 24, 2020 at 6:00am — No Comments
Grapevine, Texas, January 7, 2019 -- DealerBuilt, an enterprise Dealer Management System (DMS) for automobile…Continue
Added by Michael Trasatti on January 7, 2020 at 6:57am — No Comments
Technology companies often focus on their products and leave service levels far behind. They rely on shiny objects and whiz-bang features to sell products. Companies that lead with technology often forget that the result of a customer interaction isn’t the technology – it’s how the customer feels using the technology. At fusionZONE, we strive to be…Continue
Added by Ed Barton on January 6, 2020 at 6:12am — No Comments
In search of service revenue, dealerships turn to randomly scheduling service appointments regardless of shop capacity.
Or they take everyone that drives up. This can easily overwhelm the service department. It leaves customers frustrated and causes a LOSS in service revenue from…
Added by Dan Beres on December 12, 2019 at 6:30am — No Comments
Grapevine, Texas, December 10, 2019 -- DealerBuilt, an enterprise Dealer Management System (DMS) for automobile…Continue
Added by Michael Trasatti on December 10, 2019 at 6:54am — No Comments
A recent trend reveals that many vehicle owners are very interested in mobile services. Currently, the percentage of independent repair shops that offer mobile services dramatically outweighs franchised dealers.…Continue
Added by Dan Beres on December 2, 2019 at 7:01am — No Comments
It costs most dealers about five times as much to acquire a new customer than to retain those they already have. Yet, increasing customer retention by as little as five percent can increase profits by up to 95 percent, according to the research group Bain & Company.
That’s because loyal customers and enthusiastic fans will keep coming back - and they’ll refer friends and family to your dealership. Loyal customers also tend to prioritize great customer…Continue
Added by Bill Wittenmyer on November 11, 2019 at 7:14am — No Comments
One thing is certain. Sending out the same communications with the same messages via the same channels, again and again, isn’t a winning strategy. The goal of an ORP is to…Continue
Added by Courtney Evans on November 8, 2019 at 6:36am — No Comments
Consumers have grown tired of the countless vanilla marketing messages many companies keep sending (and yes, that includes OEMs and dealers.) However, the marketing tactic that is enjoying success is relevant marketing directly aimed at a specific individual. Relevance is the key to winning today’s consumers. But, it’s not only about relevance, it also…Continue
Added by Timmy D. James on October 25, 2019 at 7:18am — No Comments
That feeling of dread – the letter arrives at the dealership with a return address from an attorney you don’t recognize, addressed to "Owner" or "General Manager." Inside is a demand letter indicating that your website or mobile application is inaccessible as required under the Americans With Disabilities Act (ADA). You need to contact them right away to…Continue
Added by Ed Barton on October 24, 2019 at 6:47am — No Comments
A recent Affinitiv survey of 1,000 automotive consumers reveals that dealerships are falling short when it comes to delivering personalized, online shopping experiences to customers. In the same study, we analyzed a sample of 100 dealer websites to better understand the current level of personalization that dealers are offering.
Why the focus…Continue
Added by Doug Van Sach on October 18, 2019 at 7:22am — No Comments
Added by Courtney Evans on September 13, 2019 at 7:30am — No Comments
For those of you that know me, or if you have followed my blogs for a while, you probably know that customer service is a passion of mine. I genuinely…Continue
Added by Veronica Dunford on September 4, 2019 at 7:08am — No Comments
Lakeland, FL, September 3, 2019 - fusionZONE Automotive, LLC today announced the appointment of Adam Swanson as OEM Director. Swanson is a successful consulting executive with over ten years of experience at leading teams in enterprise-level automotive consulting strategy. He is also a specialist in…Continue
Added by Ed Barton on September 3, 2019 at 7:04am — No Comments
A recent article from consulting giant Deloitte has added new importance to the role of retailer websites in the average consumer’s vehicle purchase journey. According to the results of its…Continue
Added by Graham Annett on August 29, 2019 at 7:13am — No Comments
These days, consumers usually look at online reviews when deciding not only WHAT they are going to buy, but also WHO to buy it from. However, there have been plenty of scandals in the retail industry concerning fake or paid reviews. So, it gets a little cloudy in the water, and consumers have gotten somewhat cynical.
Take Amazon. Hundreds of…Continue
Added by Paul Moran on August 23, 2019 at 7:03am — No Comments
Customer experience and standing out from the competition by excelling at customer satisfaction is still very much a good business practice today. Time is valuable for today's busy consumers, and many dislike the vehicle service experience at dealerships because of long wait times.
Loaner cars and shuttles help, but they can end up making it…Continue
Added by Dan Beres on August 13, 2019 at 7:00am — No Comments