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All ADM Blog Posts Tagged 'experience' (136)


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


Influencer
Digital Car Buyers Mean More Showroom Traffic, Not Less

There’s a big push in our industry right now to bring as much of the car buying process online as possible. Startups are entering the space believing that consumers want this ability and automotive vendors of all sizes are creating products to facilitate that.

 

However, some dealers are afraid to adopt…

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Added by Mike Gorun on October 18, 2016 at 6:59am — No Comments


Influencer
Lack of Time Can Be Costlier Than You Think

Working retail in the auto industry can certainly be taxing. Salespeople work 60-70 hour weeks to make a paycheck. Sales managers do so while also having to manage the sales team, create multiple reports and handle a multitude of tasks -- and the service department is just as overloaded.

 

Not…

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Added by Mike Gorun on October 11, 2016 at 5:51am — No Comments


Vendor
Dealers Are Asking “What Is Online Retailing, Really?”

In my many discussions with dealers, the one question that invariably comes up is “What is online retailing, really?” They’ll then begin to tell me how consumers can already buy a car online from them. They have a widget with which a consumer can get their trade value. They have an online payment calculator. Customers…

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Added by Joe Orr on September 28, 2016 at 5:41am — No Comments


Influencer
Do You Have A “Super” Loyalty Program?

Loyalty programs are nothing new to retail. In the beginning, most consisted of simple punch cards or other basic means of tracking customer transactions. As technology improved, many programs became digitized with key tags, cards and other ways for retailers to keep track of these transactions, aside from purely…

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Added by Mike Gorun on August 30, 2016 at 5:30am — No Comments

A Unique Value Proposition to Rule Them All

Think about the value propositions most dealerships present to consumers. Free car washes, fast transactions, oil changes, low prices, etc. They’re all so similar that, in reality, they cease to differentiate one dealer from another. The simple fact that they aren’t unique just about negates the offer for consumers…

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Added by Chris Miller on August 26, 2016 at 5:26am — No Comments


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

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