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Tom Gorham's Blog Posts Tagged 'customer' (6)

From the Trenches - Measuring Your WOW Factor (and other attributes)

 

What do you do that WOWs your customer? …

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Added by Tom Gorham on September 15, 2013 at 3:30pm — 6 Comments

From the Trenches – Your People Work For You (and themselves)

I've been on the Internet side of this business for 14 years.  The first portion of that time was spent trying to get buy-in from top management.  The last portion has been spent getting buy-in from the sales staff.…

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Added by Tom Gorham on December 16, 2012 at 3:00pm — 10 Comments

From the Trenches - What if you gave a party… and you didn’t come?



The party was well planned. The dealer spared no…
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Added by Tom Gorham on May 6, 2012 at 3:00pm — 20 Comments

From the Trenches - Don't squander even one more day

 

The world is full of people whose notion of a satisfactory future is, in fact, a return to the idealized past.   Robertson Davies,

 

In mid 2000, my General Manager told me, “I don’t like you.  I don’t like the Internet.  It’s a waste of time.  You should be taking “Ups” not photographs of cars.   I want to see you on the floor, not in front of a…

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Added by Tom Gorham on December 11, 2011 at 1:30pm — 2 Comments

From the Trenches - What To Do About A Bad Review

What To Do About A Bad Review

We’ve all talked about bad reviews and what to do about them. The consensus is that you answer them in a constructive way that shows others that you are concerned about an unhappy customer.

Asking that customer to contact you shows you are ready to try and find a solution to…

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Added by Tom Gorham on October 27, 2011 at 10:00am — 74 Comments

The People We Touch

Word of mouth advertising – it’s not almost a cliché, it IS a cliché. But it’s one we must be mindful of, because it’s the one thing in advertising that not only hasn’t changed, but is even more important today than ever.



With the Internet and digital advertising, Social Media and Dealer Reviews, word of mouth advertising rules. Everything we say and do…

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Added by Tom Gorham on May 21, 2011 at 1:30pm — No Comments

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