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All ADM Blog Posts Tagged 'experience' (145)


Vendor
Your Service Competition isn’t Other Dealers – It is Joe across the Street

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…

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Added by Ujj Nath on January 20, 2017 at 6:01am — No Comments


Vendor
Give Service Advisors a Break – It’s Time to Reduce the Noise

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…

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Added by Ujj Nath on January 10, 2017 at 6:10am — No Comments

A New Year’s Resolution to Service Consumers

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…

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Added by Chris Miller on January 8, 2017 at 7:00am — No Comments


Vendor
Don’t Get Distracted by the Shiny Objects

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…

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Added by Ujj Nath on January 3, 2017 at 6:00am — 4 Comments


Influencer
Why Worry: Disrupting the Disrupters

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…

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Added by Mike Gorun on January 3, 2017 at 5:30am — No Comments

How Do Consumers See Your Store Online?

Get your Current Online Reputation Evaluation (C.O.R.E.) Report

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…

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Added by Chris Snellgrove on December 28, 2016 at 5:40pm — No Comments


Influencer
Surprise and Delight EVERYONE, Customer or Not!

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…

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Added by Mike Gorun on December 20, 2016 at 6:40am — No Comments


Vendor
Puttin’ On the Ritz

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…

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Added by Ujj Nath on December 20, 2016 at 5:46am — No Comments


Influencer
Think Virtual Reality is a Fad? Think Again.

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…

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Added by Timmy D. James on December 15, 2016 at 6:00am — No Comments


Influencer
Customers Are “Hooked On a Feeling”

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…

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Added by Mike Gorun on December 7, 2016 at 6:09am — No Comments


Influencer
Using Marketing to Hire an Engaged Staff

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…

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Added by Mike Gorun on November 29, 2016 at 6:00am — 3 Comments


Influencer
For Loyalty, All You Need Is Love

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…

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Added by Mike Gorun on November 22, 2016 at 6:37am — No Comments


Vendor
myKaarma and MDL autoMation Announce Partnership and Integration

Partnership enhances customer interaction with auto dealer

service customers, boosting sales and retention

 

LONG BEACH, Calif., and ATLANTA, GA -- November 22, 2016 -- myKaarma, the cloud based conversational commerce software that’s revolutionizing the auto service industry and MDL autoMation (MDL…

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Added by Ujj Nath on November 22, 2016 at 6:05am — No Comments


Vendor
Customer Service: Your Customers Aren’t Going To Take it Anymore

An Insight into Human-Centric Design

 

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.



Businesses like…

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Added by Ujj Nath on November 21, 2016 at 6:39am — No Comments


Vendor
Anticipation Is Not What’s Making Them Wait – It’s Inefficiency!

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…

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Added by Tim Clay on November 21, 2016 at 5:47am — No Comments


Influencer
Creating Confidence in Consistency Is Key to Customer Loyalty

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…

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Added by Mike Gorun on November 18, 2016 at 6:00am — No Comments


Influencer
Your Online Reputation Is Who You Are… to Your Customers

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.

 

Consumers…

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Added by sara callahan on November 9, 2016 at 9:16am — No Comments


Influencer
Customers Expect the Impossible – So Give It to Them

As Henry Ford stated, “If I had asked people what they wanted, they would have said faster horses.”

 

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…

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Added by Mike Gorun on November 8, 2016 at 5:14am — No Comments


Influencer
Are Consumers Ditching the Dealership? How to Improve the Car Buyer’s Shopping Experience.

Are Consumers Ditching the Dealership? How to Improve the Car Buyer’s Shopping Experience.

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 …

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Added by Larisa Bedgood on November 1, 2016 at 2:03pm — 1 Comment


Influencer
Your Q4 Reality Check: 5 Reasons Online Buying Is NOT Everyone’s Reality

People buy everything online these days. Or do they?

In reality, there are some items people simply prefer to touch, see, feel, 
taste, smell,…

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Added by David Metter on October 24, 2016 at 11:00am — No Comments

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