Professional Community for Car Dealers, Marketing, Advertising and Sales Leaders
As consumers increasingly shift their shopping online, choosing to skip visits to traditional retailers, it’s become difficult for businesses to get that all important relationship-building face-to-face time.
In the automotive industry, a similar shift is happening. Industry disrupters are taking the whole purchasing process online, forcing major automotive…Continue
Added by Mike Gorun on May 2, 2017 at 6:56am — No Comments
At the recent Adobe Summit, executive vice president and general manager, Brad Rencher, advised businesses that if they wish to survive in the future, they have to become “experience businesses.” He feels this is what will separate market leaders from…Continue
Added by Mike Gorun on April 25, 2017 at 6:49am — No Comments
In the wake of the backlash from the recent United Airlines incident, it has been widely reported that many airline CEO’s salaries are, at least in part, connected to customer satisfaction scores. In the case of United’s CEO Oscar Munoz, poor customer satisfaction ratings can cost him…Continue
Added by Mike Gorun on April 18, 2017 at 5:30am — No Comments
The title of this blog post originated from a thought-provoking interview with Chad Mitchell, senior director of digital communications at Walmart. In the interview he lays out a philosophy that every industry – especially automotive – should embrace. The main point he makes is that…Continue
Added by Mike Gorun on April 11, 2017 at 6:30am — No Comments
It’s no surprise that Disney has created one of the largest groups of loyal customers in the world. Of course, this isn’t by accident. Everything Disney does is by design. According to an article in Automotive News, Porsche wants to do a similar thing…Continue
Added by Mike Gorun on April 4, 2017 at 6:45am — No Comments
A recent article in Automotive News tells the story of Carlos Liriano, a car dealer from New Orleans who migrated his dealership to Texas and brought with him a passion – gumbo. Initially, it started as a way to show appreciation to and treat his employees every…Continue
Added by Mike Gorun on March 28, 2017 at 7:04am — No Comments
It’s a logical conclusion that customer retention and loyalty are important to the survival and growth of any dealership, yet many dealers focus on growth by intangible metrics, simply looking at numbers – 100 units last month vs. 125 this month, or $125,000 in service revenue last month vs. $175,000 this month – without knowing whether that growth was influenced by customer…Continue
Added by Mike Gorun on March 21, 2017 at 7:34am — No Comments
Customer experience has become an industry “buzz term” of late when talking about customer acquisition and building loyalty. Most of the time, the focus is on the small things that turn a customer off -- attitudes, inefficient processes, or other such actions. But what happens when, well, everything goes wrong?
Imagine if a couple visited a showroom where they…Continue
Added by Mike Gorun on March 15, 2017 at 6:29am — No Comments
An associate of mine recently told me an interesting story about their 75-year-old father, who purchased an import, rather than a domestic vehicle, for the first time in over 60 years. This was sometime around 2010.
When it was time to replace his domestic minivan, the first thing my associate’s father did was to check the Sunday paper to see in any big sales were…Continue
Added by Mike Gorun on March 7, 2017 at 6:32am — No Comments
When it comes to customer loyalty programs, customers like to feel appreciated and recognized for their loyalty. And, if they are not, it doesn’t take much to turn them away from being loyal customers into brand advocates.
I recently came across an interesting story about an Uber customer who wrote an open…Continue
Added by Mike Gorun on February 28, 2017 at 5:37am — No Comments
One of the advantages of Pre-Paid Maintenance Programs (PPM) is that they span the generational gaps. Regardless of which generation consumers happen to be in, none of them like surprise repairs, or other expenses. That’s why dealers focus on payments – and not price – when selling cars.
Consumers want fixed expenses. When it comes to millennials, they tend to…Continue
Added by Mike Gorun on February 21, 2017 at 5:52am — No Comments
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…Continue
Added by Mike Gorun on January 31, 2017 at 5:46am — No Comments
Dealerships have forever tweaked pay plans to satisfy bottom lines and keep employees happy. Many employees in the sales department can make more money from a single sales commission than any technician can make in a day. There are even some salespeople that are so productive that their paychecks can exceed those of their sales managers – and sometimes that leads to friction…Continue
Added by Mike Gorun on January 24, 2017 at 5:19am — No Comments
Dealerships are well known for their involvement and participation with local communities and many different charities. From sponsoring little league teams, to larger charity initiatives, dealerships have supported and given back to the communities they serve for a very long time.
Cause-based efforts have become increasingly important to consumers, especially…Continue
Added by Mike Gorun on January 17, 2017 at 5:32am — No Comments
The customer experience at your dealership is more important than ever before.
With start-ups aiming to take away sales by luring customers with promises of a hassle-free buying experience, customers are starting to realize that they no longer have to sit at a dealership for hours. In fact Amazon France…
Added by Mike Gorun on January 3, 2017 at 5:30am — No Comments
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 wouldn’t want to ignore it, right?
Added by Mike Gorun on December 20, 2016 at 6:40am — No Comments
However, sometimes the feedback system is faulty or gets misinterpreted to the point of being useless. Take the feedback system Uber used to have. At the end of each trip riders were prompted to leave…Continue
Added by Mike Gorun on December 13, 2016 at 6:19am — No Comments
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 that the magic to winning customer loyalty is based on…Continue
Added by Mike Gorun on December 7, 2016 at 6:09am — No Comments
The automotive industry has a sales department staffing problem – and a big one. In fact, NADA has placed the yearly turnover rate as high as 70 percent. Dealerships are in constant hiring mode to keep their sales floor staffed with enough employees to provide coverage for their floor traffic and to follow up with customers and prospects.
Technology changes in our industry faster than many of us can keep up with. It seems like new services and innovations pop up weekly. Do we know which innovations consumers are sure to like or not? Of course we don’t. We can’t actually know until they end up…Continue
Added by Mike Gorun on November 8, 2016 at 5:14am — No Comments