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All ADM Blog Posts Tagged 'experience' (66)

Is The Way to Loyalty Through Your Customer’s Stomach?

Companies increasingly invent new and creative ways to earn loyalty from their customers. Every year we hear of companies pulling off interesting and creative ways to gain exposure and foster loyalty through acts of kindness, goodwill or just being fun. For the fourth consecutive year, Uber became the ice…

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Added by Mike Gorun on September 1, 2015 at 5:30am — No Comments

Transforming Angry Customers into Satisfied Ones

An interesting study has been going on for the last 6 month over at Twitter. As it was increasingly seeing users use the platform for brand interactions, the company decided to see just how much of an impact those interactions had. Users were identified that had at some point interacted with a brand’s…

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Added by Paul Moran on August 28, 2015 at 5:30am — 1 Comment

Why Can’t A Customer Have 1-Hour Car Deal?

An article published on Wards Auto shared some interesting views from a recent session at the Automotive Customer Centricity Summit. The article stated that John Finkel, director-client experience and training for Nissan’s…

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Added by Joe Orr on August 19, 2015 at 5:30am — No Comments

Joey Little with AutoSuccess Publisher, Susan Givens

From Susan Givens, Publisher of AutoSuccess Magazine

Listen on Website - Listen on iTunes

Selling a car is great, but should it be the ultimate goal of your dealership? While selling a vehicle may be…

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Added by Joseph Little on August 14, 2015 at 7:07am — No Comments

Vertical Video: If You Can’t Beat Them, Join Them

Ever since cellphones gained video recording capability, people have insisted on shooting video vertically. Despite all the harassment and corrections received from peers when sharing a vertical video - “Hold the phone sideways!” - Some things never change. Those black bars that bookend the video when…

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Added by Timmy D. James on August 12, 2015 at 5:30am — No Comments

Going the Extra Mile to Earn Customer Loyalty

With brand loyalty at its highest point ever, it’s time to take a new look at customer loyalty within your own dealership.

According to IHS Automotive, as of the first quarter 2015, the automotive industry is sitting on a ten-year high of 52.8 percent in brand loyalty -…

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Added by Mike Gorun on August 4, 2015 at 4:00am — No Comments

One Isn’t Always the Loneliest Number That You’ll Ever See

In determining the effectiveness of video marketing, perhaps the metric most used is views - How many views did this video get? In fact, in a recent study by Yahoo-owned video platform…

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Added by Timmy D. James on July 27, 2015 at 6:14am — No Comments

Who Is More Loyal? Floyd Mayweather Or The Dealer?

A recent article in Automotive News relayed the story of Obi Obeke and how he had sold 39 cars to world-famous boxer Floyd Mayweather.

The article explains how Okeke has been willing to do…

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Added by Mike Gorun on July 8, 2015 at 5:30am — No Comments

Truth In Marketing And The Customer Experience

If you have been looking at today's online marketing through the eyes of your vendors then you need to take off your rose colored glasses and read about the things that they you may not be hearing.

This article is not meant to scare you although it may shock you and make you angry but to give you alternatives that do work. And please point out where anything that you will read here is wrong.

You will be presented with how today's online marketing may be working more against you…

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Added by Bill Cosgrove on June 27, 2015 at 5:55am — No Comments

The Pursuit of Happiness: Creating Engaged Employees

Today's market dictates that to succeed as a dealer, you have to create a great customer experience. You have to provide value and give the customer a reason to come back. A great customer experience is now one of the strongest value propositions any dealership can use to increase customer loyalty and…

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Added by Richard Holland on June 18, 2015 at 5:00am — No Comments

Service Dilemmas: What Would You Do? The Results

In a previous article, I provided two very real scenarios that occurred right before Memorial Day weekend and asked readers how they would have handled them. For convenience, I’ve repeated the scenarios again with the actual outcomes…

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Added by Richard Holland on June 11, 2015 at 5:30am — 1 Comment

Once The Recall Repair Is Done, What Are You Doing To Keep The Customer?

You made the commitment to capture more recall work. You’ve done your due diligence by notifying your customers. You’ve obtained lists of in-market customers subject to recalls that haven’t been to your dealership before, and reached out to them.

You’ve spent the time and energy to really…

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Added by Chris Miller on June 3, 2015 at 5:00am — No Comments

The Most Important Piece of Social Media Content

Social media can be somewhat of a battlefield, and, to some degree, companies are being attacked from all sides. On the one side, there’s a battle being waged with social media platforms as they attempt to monetize themselves by reducing the organic reach in an effort to make businesses pay for exposure. On the other side, companies fight for eyeballs with the content they pay for posting.

However, the content that most social media users really care about is user-generated content.…

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Added by Paul Moran on April 14, 2015 at 5:44am — No Comments

Does Social Media Sell? A Harvard Professor Says No

An interesting article published in the Harvard Business Review by a Harvard professor makes some claims that many would argue against. Senior Lecturer, Frank Cespedes, argues that social media doesn’t affect the bottom line for companies and, due to that, is a waste of time.

Perhaps the most compelling reason for his conclusion is that the available metrics focus mainly on “likes, tweets,…

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Added by Paul Moran on April 7, 2015 at 9:59am — 2 Comments

Retention, Loyalty or Acquisition Marketing?

We all want new customers. And it’s certainly mandatory to retain a customer to create a loyal one. But how we market our dealerships is increasingly important -- as each form of marketing will deliver different results. The three terms: loyalty, retention and acquisition marketing, all have their own distinct…

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Added by Mike Gorun on March 26, 2015 at 6:00am — 1 Comment

Is Going Above & Beyond Really the Path to Customer Loyalty?

Most executives believe that providing an excellent customer experience will increase customer loyalty. Many companies are known for it and stand out as examples of how to win business and loyalty – Nordstrom, Zappos and Apple come to mind. While providing an excellent customer experience is certainly more likely to…

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Added by Richard Holland on January 29, 2015 at 7:00am — No Comments

LinkedIn Wants Relevancy: Punishes Abusers

In yet another move by LinkedIn to create a more engaging user experience, the company has decided to penalize any users of the InMail feature that send mail that is irrelevant to the recipient.

As LinkedIn cannot read the messages, it had to formulate a…

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Added by sara callahan on December 24, 2014 at 6:00am — No Comments

Reach Out and Touch Someone

Do you remember the AT&T ad slogan “Reach Out and Touch Someone” from the early 1980s?  It may have been thirty years since that slogan reached its peak in popularity, but it still has a similar meaning today. Our high-paced, digitally driven world has made it even easier to stay in touch with our friends and…

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Added by Richard Holland on December 4, 2014 at 5:00am — No Comments

Will Speed & Efficiency Give AutoNation A Competitive Edge?

The largest complaint that consumers have when considering a vehicle purchase is the fact that the process takes too long. Even with all the new technology processes that dealerships have employed over the past few years, the purchase process is still as long and…

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Added by Mike Gorun on November 26, 2014 at 6:00am — No Comments

When An Apology Isn’t An Apology

Regardless of how hard you work to ensure that your customers have an excellent experience, mistakes happen. No doubt you’ve had customers complain about something – it took too long for their vehicle to be serviced, there was a miscommunication in pricing during the sale, or a general failure to deliver on promises…

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Added by Richard Holland on November 20, 2014 at 6:00am — No Comments

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