Professional Community for Car Dealers, Automotive Marketers and Sales Managers
Customers generally get their vehicle serviced close to home or work. Dealers are lucky that customers feel they should bring their new cars back to the same store when there are warranty issues. They have…Continue
Added by Ujj Nath on January 20, 2017 at 6:01am — No Comments
Many dealers and managers outside of the service department don’t realize how incredibly busy a service advisor (SA) is throughout their day. Keep in mind that these are front-line employees dealing directly with your customers. They have an extremely important role in the dealership. In fact, it could be argued that a…Continue
Added by Ujj Nath on January 10, 2017 at 6:10am — No Comments
As we make our New Year’s resolutions and reflect on 2016, which was a less than perfect year for our industry, filled with recalls and declining consumer confidence due to lack of parts availability to quickly fix these recalls, I thought it may be a good time to look ahead to 2017. In that spirit, I’d like to offer some simple tips…Continue
Added by Chris Miller on January 8, 2017 at 7:00am — No Comments
When looking at the future of the auto industry, specifically retail, it’s easy to get caught up in the “shiny objects” and focus on all the cool technology such as autonomous cars, ride-sharing, virtual reality sales, and all of the “disruptors” that are entering the space.
This can serve as a bit of a distraction and, as a…
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
Enter your company name and phone at the link below and get your complimentary C.O.R.E. report. You’ll be able to instantly see exactly what customers see online about your business. It’s the first step to establishing a healthy online presence for your brand, attracting new…Continue
Added by Chris Snellgrove on December 28, 2016 at 5:40pm — 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…Continue
Added by Mike Gorun on December 20, 2016 at 6:40am — No Comments
I was on a trip to New York and met up with a friend of mine (full disclosure: also a happy customer) Richard Hesse, the Dealer Principal at Mercedes-Benz of Nanuet. He has a simple mantra: “It's not…Continue
Added by Ujj Nath on December 20, 2016 at 5:46am — No Comments
Virtual Reality has been quite a craze recently with video gaming and other consumer electronics.
However, the high cost of entry and expensive units limited its reach. Even Google’s cardboard VR glasses required smartphones that cost upwards of $700. The Oculus Rift Goggles were even more expensive…
Added by Timmy D. James on December 15, 2016 at 6:00am — 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…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…Continue
As technology has caused a significant shift in consumer interactions and desires, retailers have to follow suit in order to retain the consumers’ business. Customer loyalty is an increasingly fickle thing. And, as convenience has become so easily attainable for today’s consumers, some retailers believe that the only…Continue
Added by Mike Gorun on November 22, 2016 at 6:37am — No Comments
Partnership enhances customer interaction with auto dealer
service customers, boosting sales and retention
Added by Ujj Nath on November 22, 2016 at 6:05am — No Comments
One click ordering. Buy it now. Same day delivery. Dash buttons where all you have to do is press a button and the item is shipped. You can even place orders through Amazon’s Alexa with a voice command.
Added by Ujj Nath on November 21, 2016 at 6:39am — No Comments
Recently I’ve seen several blogs and articles about the customer experience and an article in Automotive News really caught my attention and sparked my interest. It is all about how seven minutes is far too…Continue
Added by Tim Clay on November 21, 2016 at 5:47am — No Comments
Great customer experiences can win customer loyalty.
That’s why dealerships install restaurants, movie theatres and Starbucks. But while that customer experience is integral to keeping the customer’s business and loyalty, it doesn’t take much to shatter that loyalty and see that…
Added by Mike Gorun on November 18, 2016 at 6:00am — No Comments
Before the Internet people chose who to do business with based on their community and word-of-mouth. There were no review sites. Now, however, review sites are flourishing -- just about every third party listing service has adopted them and there are many stand-alone services too.
Added by sara callahan on November 9, 2016 at 9:16am — No Comments
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…Continue
Added by Mike Gorun on November 8, 2016 at 5:14am — No Comments
Have you heard the claims that most consumers would rather go to the dentist than to the dealership? Year after year, we hear similar bad claims. The recent …Continue
Added by David Metter on October 24, 2016 at 11:00am — No Comments