Professional Community for Car Dealers, Marketing, Advertising and Sales Leaders
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
Loyal customers and opportunities for repeat business can often be of far greater importance than many business owners might realize. The core customer or client base that is willing to keep coming back, time and time again, is often essential for providing much-needed income during off…
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
For such a small word, the word ‘data’ packs a pretty big punch. Some marketers get overwhelmed when they hear it because they believe it’s complicated. Others give it a bad rap without really understanding the benefits.
Yet it’s difficult to deny the advantages of data-driven marketing:
Added by Courtney Evans on August 9, 2019 at 7:15am — No Comments
I read an interesting study recently in MarketingWeek.com. It found that while marketers believe in the importance of the customer experience, within 2-3 years, that importance will decline due to business growth, transformation, and disruptive technologies.
Added by Michia Rohrssen on August 6, 2019 at 7:31am — No Comments
One of the biggest hurdles dealerships face when attempting to create a personalized experience for every customer is breaking down their data silos. Data silos are common in virtually every auto dealership today. They…Continue
Added by Doug Van Sach on August 1, 2019 at 7:13am — No Comments
The hottest thing in social media marketing right now is influencer marketing. Businesses continually leverage celebrities to gain exposure and attention. Think about all the dealerships that hire famous athletes, or a YouTube celebrity, to help draw a crowd to their dealership. Sure, it works. That’s why businesses do it. But do they always attract the right…Continue
Added by Paul Moran on July 30, 2019 at 7:07am — No Comments
Today's consumers want marketing that is personalized to them. In the past, marketing has always been about broadcasting the same message to everyone. Attempting to catch as many "fish" as possible. That strategy no longer works in today’s modern world of consumer shopping behavior.
To truly capture a customer’s attention and win their…Continue
Added by Timmy D. James on July 26, 2019 at 7:00am — No Comments
Dealerships aren't always the first place that vehicle owners think of when it's time for service. According to the Cox 2017 Car Buying Journey study, 23% of new vehicle owners and 53% of used vehicle owners did not return for service to the dealership where they purchased the vehicle.
To retain more of their sold customers, dealers are…Continue
Added by Scot Eisenfelder on July 26, 2019 at 6:54am — No Comments
One critical best practice that helps drive more traffic to your website is to continuously create new content. Google crawls websites to find relevant content to provide more accurate results to searchers. However, it is sometimes hard to come up with content ideas that will be of interest to your audience.
Pounding your head against a desk,…Continue
Added by Brett Sutherlin on July 25, 2019 at 7:00am — No Comments
Would you like to hear a ridiculous, unbelievable ROI statement? Well, one luxury brand dealership integrated technician videos into its service processes and, in only seven days, made +$250K in customer pay recommended work revenue. In fact, 80% of all closed repair orders for the week had a technician video sent to the customer.
Added by Ujj Nath on July 19, 2019 at 7:23am — No Comments