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All ADM Blog Posts Tagged 'experience' (120)


Influencer
So You Think You Have Customer Loyalty Figured Out…Not So Fast!

You may think that simply because you offer an excellent customer experience, your customers will be loyal… but what is really happening? Is it possible that YOUR definition of a great customer experience differs from your customers?

 

A…

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Added by Mike Gorun on August 16, 2016 at 7:00am — No Comments


Influencer
90% of Car Shoppers Prefer a Dealership Where They Can Start the Buying Process Online

90% of Car Shoppers Prefer a Dealership Where They Can Start the Buying Process Online…

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Added by Larisa Bedgood on August 9, 2016 at 5:40am — No Comments


Vendor
Give Them Options & Revenue Will Come

There’s nothing more disheartening to a service advisor than presenting a customer with a list of service recommendations only to hear the customer agree that they need the service, understand its importance and value, but they simply don’t have the available funds to complete it.

 

In such a highly…

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Added by Tim Clay on August 8, 2016 at 9:49am — No Comments


Influencer
A Big Old Can of Nonsense: Who Needs Loyal Customers Anyways?

With all of the recent epiphanies that thought leaders in ours and other industries that businesses should be spending time and effort cultivating relationships, spending money and basically treating customers right, I thought it time to re-visit this whole “customer loyalty” phenomenon. Customers don’t really care…

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Added by Arnold Tijerina on August 2, 2016 at 6:00am — No Comments


Vendor
Catch More Customers with a Contagious Sales Event

Do you remember the days when your mailers were based on actual sales events? Let’s go back in time: back to the days when the sale ran for eight hours only or was valid for just two days—not five. The idea was to crowd the showroom and create a buying atmosphere with a real sense of urgency, as…

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Added by Alexia Henson on July 29, 2016 at 8:07am — No Comments


Influencer
Food is the Way to a Man’s Heart... But Not That Kind of Food

This common saying is certainly one that everyone knows. And, whether it’s true or not, has endured time. Why? Because someone cooking for you is an intimate act that is satisfying and elicits fond memories. In essence, this act accomplished on a regular basis is supposed to be the recipe (pun intended) to win the…

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Added by Mike Gorun on June 30, 2016 at 6:45am — No Comments


Vendor
Google. Apple. Microsoft: Tech Companies Building Cars

I frequently talk about the current industry disrupters taking sales from dealers – the Beepis, Vrooms and Carvanas, amongst others. These companies snuck up on dealers and, with little warning, jumped into the spotlight and sucked investors into a future Nirvana of car buying bliss. They are currently blasting feel good…

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Added by Joe Orr on June 22, 2016 at 5:30am — No Comments


Coach
How Can We Alter Consumer Perception that Car Buying is Painful?

According to an article published on Forbes.com, even world-renowned professors at Harvard Business School have a painful experience when shopping for a new car.

 

The…

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Added by Tony Orlando on June 16, 2016 at 6:36am — No Comments


Vendor
ALL HAIL THE MIGHTY CUSTOMER

 
By now, I hope you have figured out who has gradually taken over the throne in Social Media Marketing the last few years.  You guessed it, the CUSTOMER.  By the end of 2016, …
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Added by Josh Whitlatch on June 9, 2016 at 9:19am — No Comments

Power Minute #10: The Impact of Gen Y on Today's Retailers

Gen Y is comprised of the single largest generation in U.S. history, encompassing some 80 million people.



What does this mean to today's retailers?…

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Added by Kris Rosychuk on June 8, 2016 at 11:05am — No Comments

Making Fans of Recall Customers: Nothing Worth Having Comes Easy (Part 2)

  • In Part 1 of this series, I detailed the existing dealership viewpoint when it comes to consumers and the obstacles dealers are facing as related to…
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Added by Chris Miller on June 3, 2016 at 5:00am — 2 Comments


Influencer
Redefining Employee Engagement

There have been countless studies about employee engagement and how, when engaged, employees tend to be happier, more productive and deliver a better customer experience. With a 70 percent annual turnover rate in sales, this is an area that the auto industry – at least on the sales side – has a problem with. Don’t…

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Added by Mike Gorun on May 31, 2016 at 5:04am — No Comments


Influencer
The Automotive Marketing Home Run

The four bases that make up a baseball diamond can be directly related to the car shopper’s journey. We all know the path begins online. The final destination, or home base, is the dealership. The goal is to surpass all your bases and arrive back at home, or rather, get…

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Added by David Metter on May 24, 2016 at 7:43am — No Comments

Recalls and Marketing Bad News

One of the largest pain points with recalls is completion percentages. In many cases, it’s not by any fault of the manufacturer or dealer that the recall repair compliance percentages are low.

Recall repairs can be hindered by parts availability, procrastinating or apathetic owners, or owners who simply aren’t…

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Added by Chris Miller on April 19, 2016 at 8:32am — No Comments


Vendor
Pondering Home Deliveries and Test Drives?

The market is calling Beepi, Vroom and the Carvanna’s of the world ‘Disruptors.’

I simply call them evolutionary companies that will assist in gaining consumer trust and confidence with the car buying experience -- and ultimately with dealerships.  

 

Today’s technology has made it a…

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Added by Joe Orr on April 12, 2016 at 4:00am — 1 Comment


Influencer
5 Tips to Get Better Dealership Reviews Online

5 Tips to Get Better Dealership Reviews Online

Did you know that car shoppers are 90% more likely to visit your website and 5.3 more likely to visit your dealership if you have positive dealership reviews online? The study, conducted by …

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Added by Larisa Bedgood on April 7, 2016 at 9:21am — No Comments


Vendor
Service Recommendations: When They Want It but Can’t Afford It

There is nothing more frustrating to a service advisor than presenting legitimate service recommendations to a customer only to lose the sale because of a customer’s finances. The service advisor could do a great job building the relationship, presenting the service recommendations and instilling value. However, if…

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Added by Tim Clay on March 31, 2016 at 9:10am — No Comments


Influencer
How Customer Experience Failures Effect Business

Whether it’s an unhappy customer in the service drive because the repair is taking too long; or a customer in sales for 4 long hours attempting to buy a car and less than happy as a result; or a customer making a post-purchase call to report issues with a vehicle they just purchased; dealership managers can sometimes…

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Added by Mike Gorun on March 22, 2016 at 5:55am — No Comments


Influencer
Are We Sacrificing Customer Experience for Efficiency?

It’s inevitable. Businesses grow and, as they do, many look for ways to automate processes. Dealerships do it with auto-responders. Many companies have automated phone trees which circle you around pressing 1s, 2s and 3s, driving you mad as you can never reach a live person for help. Customer service inquiries are responded to…

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Added by sara callahan on March 17, 2016 at 6:00am — No Comments


Influencer
They’d Rather Clean a Toilet than Talk to You

In this age of always-connected consumers seeking instant gratification 24 hours per day, consumer engagement and the customer experience are more important than ever in order to earn that elusive thing: Customer Loyalty. Consumers are more independent than ever before. They’re tired of chasing automated phone systems…

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Added by Mike Gorun on March 15, 2016 at 8:15am — No Comments

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