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All ADM Blog Posts Tagged 'experience' (36)

Sometimes It’s Better To Cut Your Losses

I am sure many of you have heard about the recent customer service debacle involving Comcast over the past week.

In case you aren’t familiar with what happened, a customer called into their…

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Added by Richard Holland on July 24, 2014 at 6:30am — 4 Comments

Modern Service Realities

Here are three important realities every service staff needs to embrace today:  

  1. Customers bring the same set of basic questions with them to the service drive that they always have.
  2. Customers have a different set of expectations of what makes up service satisfaction than they did five…
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Added by Gregg Manson on May 19, 2014 at 2:37pm — No Comments

What Happened to Customer Service?

A recent event held by Edmunds named “Hackomotive” brought together some of the brightest technology innovators in the automotive industry.

The purpose of this event was to streamline the automotive buying process for consumers. Technology and shopping portals are increasingly…

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Added by Richard Holland on April 3, 2014 at 3:00am — 3 Comments

Who Wants A Truck? Jimmy Fallon Does!

Last week, the newly appointed host of “The Tonight Show” mentioned on the air that he was in the market for a new truck. Of course, manufacturers couldn’t resist the golden opportunity to try and convince the star to choose theirs.

 

Ford responded first urging Jimmy to check out the 2015 F-150, within minutes of his proclamation.…

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Added by Richard Holland on March 13, 2014 at 4:00am — 3 Comments

Loyalty Begins At Home

I’m sure you’ve heard the phrase “Work your pay plan.” It doesn’t matter whether you held a position in sales, service, or parts, this advice has always been considered good. Towards the end of the month, when Sales Managers need those extra units sold on the weekends in order to hit bonuses from the…

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Added by Mike Gorun on March 4, 2014 at 7:38am — No Comments

Don’t Be Intimidated by Customer Loyalty

Many dealers are intimidated by the concept of “customer loyalty.” The simple attempt at trying to design and implement a strategy that creates lifetime customers is certainly a daunting one. It takes a lot of work and effort to accomplish this, for sure. However, just like you train your sales…

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Added by Richard Holland on February 27, 2014 at 9:02am — 4 Comments

When the Customer Isn’t Right

I write a lot about customer experience, service and retention. With our hyper-competitive industry demanding greater transparency, it will continue to become more important. In a recent article, “…

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Added by Richard Holland on January 9, 2014 at 7:00am — 6 Comments

What’s In Your Wallet – The Sequel

In the October 2013 edition of Dealer magazine, I examined a phenomenon that occurred last Christmas.

Partnering with luxury shopping site Gilt.com, Starbucks offered an ultra-exclusive…

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Added by Mike Gorun on December 24, 2013 at 5:00am — 6 Comments

Up your Game! Is price or The Customer Experience more important?

TRAINING_SUCCESS.jpg     Personal Accountability is one of the most lacking standards in under performing dealerships today. In order to be more successful in an ever changing market, we have to be constantly ensuring that our staff consistently interacts with their customers in a different, more engaging way than…

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Added by Jaime Poulin on December 8, 2013 at 4:45pm — No Comments

Would Your Customers Get a Tattoo Of Your Brand?

Would your customers get a tattoo of your brand?

 

A recent article on Forbes told the story of…

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Added by Mike Gorun on December 3, 2013 at 7:00am — No Comments

Lessons We Can Learn From the Failure of Blockbuster

As I’m sure you’ve heard, Blockbuster Video has gone out of business.

DISH Network, which owns Blockbuster, officially announced last week that they would be closing all 300 U.S. Stores. There was a time when local video stores were the dominant retail outlets to rent movies from. Then along came the mega-video stores…

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Added by Richard Holland on November 15, 2013 at 7:30am — 6 Comments

Do or Do Not. There is No Try. – 4 Rules to Responding to Angry Customers

In business, you are what you are perceived to be. 

Your customers not only have their own opinions of your business, but they can also influence other potential customers. How you actually run your business is certainly important. Just as important,…

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Added by sara callahan on November 13, 2013 at 7:00am — 3 Comments

Sometimes Loyal Customers Come In Small Packages

There are countless articles on how hard it is to create a truly loyal customer and how easy it is to lose one. Creating customer loyalty is a challenge that all businesses face. There are many techniques and strategies that can assist you along this path but, at times, we’re presented with opportunities that…

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Added by Mike Gorun on October 29, 2013 at 5:53am — No Comments

Empowering Employees to WOW Without Fear

The Ritz-Carlton hotel chain has an exciting customer service policy that empowers every employee with $2,000 to satisfy any guest without approval. This isn’t a one-time power but it’s per incident. Some business…

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Added by Mike Gorun on October 22, 2013 at 6:25am — No Comments

Why Dealers Already Offer The Apple Experience

Articles are continuously being written in hopes of dissecting and duplicating the Apple Store experience for other businesses. I’ve even seen sessions at industry conferences that revolve around how to duplicate this in car dealerships. While I agree that it should be every dealership’s goal to achieve the level of…

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Added by Mike Gorun on October 8, 2013 at 6:03am — 1 Comment

Who's selling cars to people who hate the buying process?



The auto industry has many good tools to manage the behavior and request of all the leads, calls and inquiries a customer may have. Their merchandising skills in managing customers are outstanding.They have mastered their ability to be quick on the draw to respond to leads to come down and close.

But my feeling is that a bigger audience is becoming more fickled about the sales experience and not the technology.

Perhaps TRUEcar has the right idea about…

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Added by Bill Sattree on October 1, 2013 at 2:30pm — 1 Comment

Thanks for the Memories

What was the last restaurant you ate at? Did you tell anyone about it? Why? What prompted you to do so? Did you get good service, bad service? Was the food great or horrible?

What these questions all have in common is that they all answers the fundamental aspects of what type of customer experience that…

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Added by Mike Gorun on October 1, 2013 at 5:56am — No Comments

A Lesson In Leadership from An Unlikely Source

“While everyone ran in panic, Roselle remained totally focused on her job.”

 

Sometimes life gets hectic. We try to focus on and accomplish too many things at the same time. We have deadlines to meet, customers vying for our attention, fires to put out and countless voicemails and…

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Added by Arnold Tijerina on September 11, 2013 at 6:00am — No Comments

How a Life Lesson Was Learned by the World’s Best Bourbon

Life lessons typically come when you least expect them as software coder, Ted Dziuba, discovered...

He and his friend went to a bar that served Pappy Winkle’s Family Reserve Bourbon Whiskey…

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Added by Mike Gorun on September 10, 2013 at 8:00am — 4 Comments

Being Different Makes A Difference

Being different will get you more service business, according to a recent study published by Google. In a study titled “The Road to Winning Drivers: What Drivers Want In the Automotive…

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Added by Richard Holland on August 29, 2013 at 6:09am — 1 Comment

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