Professional Community for Car Dealers, Automotive Marketers and Sales Managers
After a quarter of a century, auto dealerships have finally started realizing that technology works for them, not vice versa. As 2017 has opened the door for innovation, such as virtual reality, but in order to reach this level, the entire car industry needs to…Continue
Added by Thomas F. Jung on May 24, 2017 at 4:27am — No Comments
Customer experience is increasingly important in business. Retail shops now compete for customer wallets with behemoths such as Amazon. As a result, stores now have to prove to customers they will receive a superior experience more valuable than the convenience of clicking a button to have their product show up…Continue
Added by Mike Gorun on May 16, 2017 at 5:41am — No Comments
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…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…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…Continue
Added by Mike Gorun on April 18, 2017 at 5:30am — 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…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…Continue
Added by Mike Gorun on March 28, 2017 at 7:04am — No Comments
Sitting in the service department waiting room staring at the clock waiting for your vehicle to be repaired isn’t the most fun thing in the universe. It’s not quite like going to the dentist, but for some people it is a close second. Perhaps that’s the allure of the Jiffy Lubes of the world – the promise of the…Continue
Added by Tim Clay on March 17, 2017 at 6:22am — 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…Continue
Added by Mike Gorun on March 15, 2017 at 6:29am — No Comments
For the past 15 years or so, technology has existed which enables customers to schedule service appointments online. In the beginning, the systems were very basic – the customer filled out a form online and an e-mail was sent to someone at the dealership who may – or may not – confirm that appointment.
Added by Ujj Nath on March 3, 2017 at 5:22am — No Comments
But in your customer’s mind, was the long process worth it?
It’s a New World Out There
Added by Devin Koskan on February 14, 2017 at 5:29am — No Comments
One day, while bringing my vehicle into a large, very well-known dealership for service, a rather comical scene played out before my eyes. While the shuttle driver was leaving the dealership, his mini-van full with customers, all of a sudden a strong gust of wind came through. The shuttle van’s windows were open at the…Continue
Added by Ujj Nath on February 13, 2017 at 5:17am — No Comments
Many consumers have the perception that servicing at a dealership is more expensive than at independent service providers. Whether this applies to your service department or not, independents acquire customers through consistently advertising competitive prices. Unfortunately, this seems to be working well for them as…Continue
Added by Alexia Henson on February 3, 2017 at 5:00am — 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
A recent study by Forrester quantified the monetary effect of increasing customer experience scores by a single percent. The results were quite astonishing.
A single one-point increase in customer experience can mean as much as an additional $873 million per year in revenue for auto…Continue
Added by Tim Clay on January 26, 2017 at 6:54am — 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…Continue
Added by Mike Gorun on January 24, 2017 at 5:19am — No Comments
Added by Ujj Nath on January 20, 2017 at 6:00am — 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…