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All ADM Blog Posts Tagged 'experience' (108)

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


Influencer
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

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


Influencer
Bad Credit? Time to Roll out the Red Carpet

The car business is a people business. Because of that, dealerships see customers from a variety of backgrounds, income levels and credit histories. And, for a salesperson or manager, there’s nothing more disheartening than to spend a lot of time with a customer just to discover that they are credit challenged. Despite…

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Added by Paul Moran on March 11, 2016 at 6:08am — No Comments


Influencer
GMs/Owners: To Thrive Look in the Mirror & Be Painfully Honest

I left a 35 year career in automobile retail management eight months ago. I worked as a GM at Dick Hannah, one of the greatest dealer groups in the country, and I loved every moment of it.

 

I have had many mentors in my life, (grateful every moment for all of them) but I was told by a specific mentor to…

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Added by Joe Orr on March 10, 2016 at 7:30am — No Comments


Influencer
Will You Be There Whenever Your Customers Need You?

In video marketing, many people think that to simply start making videos is enough. While it’s certainly a great start, there’s actually a lot more to it. In fact, I’d even go so far to say that simply beginning to make video at your dealership is more like showing up for your first day of football practice. The coach…

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Added by Timmy D. James on March 10, 2016 at 6:56am — No Comments

Don’t Let Poor CSI Make You Afraid of Recall Customers

Automotive recalls present an opportunity to maintain and improve dealer and brand integrity while winning back lost customers and attracting new customers that typically do not service at a factory-certified dealer. Historically, however, recalled vehicle owners have been viewed as a nuisance by dealership personnel.…

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Added by Chris Miller on March 4, 2016 at 5:23am — No Comments

Why You Should Buy Rv From A Reputed Merchant?

So you are hoping to purchase a recreational vehicle? Do you have longs for owning one and driving on the open street to your next enterprise. Is it true that you are resigning soon and hoping to offer your home and cut back to RV? If your answer is "yes," to either of…

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Added by Mike Haynes on February 18, 2016 at 6:00am — No Comments


Influencer
How to Add $106,000 to Your Bottom Line

Want to boost your sales 24% and add $106,000 per year to your bottom line? Well, here’s the deal: It’s all about the customer experience.

                      

A lot has been written about how industry disrupters are currently threatening market share. These online auto buying sites provide consumers…

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Added by Mike Gorun on February 16, 2016 at 5:48am — No Comments


Influencer
If I Surround Myself with Champions, I Can't Help but Win

I’m sure that every management team sits down on occasion to discuss ways to improve dealership operations. Whether that improvement has to do with sales goals, employee satisfaction, or simply lot appearance, typically what happens is that everyone is gung-ho about it and it kicks off great. Then, slowly that momentum…

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Added by Joe Orr on February 10, 2016 at 5:24am — No Comments


Influencer
What Do Consumers Want in Exchange for Their Loyalty?

It’s getting more difficult to earn and keep loyal customers. Consumers these days have so many choices for their shopping needs that it only takes that deep discount, or shiny bauble, to lure them to your competition.

As businesses scramble to create positive customer experiences by ensuring superior…

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Added by Mike Gorun on February 9, 2016 at 6:46am — No Comments


Influencer
Know your Competition! What Independents Are Doing to Retain Customers

There is a constant stream of advice from industry experts concerning customer loyalty and retention. While most of the advice is on point, a large piece is typically missing in the bigger picture. In order to increase market share, businesses must be aware of what their competition is doing. Turning a blind eye to…

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Added by Mike Gorun on February 4, 2016 at 6:16am — No Comments


Influencer
Level the Playing Field

Give Dealership Professionals the Tools They Need to Succeed

You’ve worked hard to ensure you have the best professionals in the business working at your dealership, so it makes sense that you’ll continue working hard to give them the edge they need when it comes to connecting with shoppers, creating relationships, and boosting sales.  But things…

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Added by Joey Little on February 1, 2016 at 2:00pm — 1 Comment


Influencer
The Mobile State of the Union: How Does the Automotive Industry Compare?

Our industry is synonymous with innovation, better yet – I believe the automotive industry defines both innovation and opportunity. Yet, everything is relative. Coming from a company that serviced the retail, hospitality and travel industries (in addition to automotive), I know firsthand that…

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Added by David Metter on February 1, 2016 at 8:00am — No Comments


Influencer
Is Uber Shooting Itself in the Foot with Surge Pricing?

Ever popular transportation service Uber is coming under fire for what some say is an exploitative business practice. Uber tends to be a convenient and economical way to get around town – especially for inner city dwellers that don’t own vehicles and travelers who don’t necessarily need a rental car.

 

In…

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Added by Mike Gorun on January 27, 2016 at 7:55am — No Comments


Influencer
GM Launches Online Used Car Sales – What’s This REALLY Mean?

I’ve talked plenty of times about disrupters entering our industry in an attempt to take sales and market share away from dealers.

The Carvanas, Beepis and Vrooms dangle carrots of lower prices and better buying experiences and tempt consumers to try a new way of purchasing their next vehicle. Now, it appears, at…

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Added by Joe Orr on January 19, 2016 at 6:30am — 1 Comment

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