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All ADM Blog Posts Tagged 'experience' (314)

B2B Marketing in 2015: It’s Not All about Customer Experience

In B2B marketing, there’s no scarcity of brand messages from vendors to dealers. Increasingly, those messages now tend to market how the vendor’s products and services help dealers create a better customer experience, rather than focus on the products or services themselves. But is that a good thing? Certainly dealers now recognize that customer experience is the…

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Added by sara callahan on October 26, 2015 at 6:19am — 1 Comment


Influencer
GPS for Navigating Change After the Show

Party's Over...Time for Change! 

If you and your team have attended one or both of the automotive marketing conferences this October, you might be trying to decide how to make that investment of time and resources count.  Maybe you’re considering implementing a new system, or even just a set of new ideas or processes, at your dealership.  Where do you begin? How do you quickly get leadership and employee buy-in? What’s the best way to…

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Added by Kristin Huntley on October 21, 2015 at 1:30pm — No Comments

GPS for Leading Change

Navigating Change (After the Show)

If you and your team have attended one or both of the automotive marketing conferences this October, you might be trying to decide how to make that investment of time and resources count.  Maybe you’re considering implementing a new system, or even just a set of new ideas or processes, at your dealership.  Where do you begin? How…

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Added by Joey Little on October 20, 2015 at 12:30pm — No Comments

Communication & Engagement: Friends for Life Communication and engagement go together like biscuits and gravy, like macaroni and cheese, like bacon and eggs. Most of the time, it’s pretty hard to hav…

Communication & Engagement: Friends for Life

Communication and engagement go together like biscuits and gravy, like macaroni and cheese, like bacon and eggs. Most of the time, it’s pretty hard to have one without the other. (Who wants a dry biscuit anyway?) Now that everyone is hungry, it’s time to take a look at the many ways communication is at work in…

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Added by Joey Little on October 19, 2015 at 1:43pm — No Comments

When In Rome… Adapting To Your Customers to Build Loyalty

Mimicking customer behavior is one of the oldest sales techniques in the business.

So is finding common interests and building rapport. However, with three generations of car buyers in and out of dealerships daily - Boomers, Gen X and Gen Y - it’s harder than ever for salespeople to accomplish this convincingly, let alone…

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Added by Mike Gorun on October 19, 2015 at 8:30am — 2 Comments

Communication: Keys to Dealership Success

Communication Drives Dealership Success

When you think of all the things that go into making your dealership a success, communication ranks at the top of the list. In fact, without good communication—both inside the dealership and with your customer base—you’ll likely suffer unnecessary losses in sales, employees, and customers. And while it’s one…

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Added by Joey Little on October 1, 2015 at 1:00pm — No Comments


Influencer
Wall Street Versus Your Dealership - Are We At War and Don't Even Know It?

An aspiring actress was planning a cross country move from New York to California to pursue her acting career and wanted to work as an Uber driver between auditions. This, of course, necessitated a reliable vehicle - something that she did not need in New York. She had heard of an online used car buying platform, Beepi, but wasn’t exactly sure if she should trust…

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Added by Joe Orr on September 9, 2015 at 5:30am — 1 Comment

A Simple Roadmap to Customer Loyalty

Human beings do have a tendency to overcomplicate things. In our industry, there are so many things that we need to deal with on a daily basis - customers, co-workers, employees, bosses, technology - at times it gets overwhelming. I believe that most dealers understand the importance of customer loyalty and retention. There are plenty of ways to entice customers…

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Added by Mike Gorun on September 8, 2015 at 5:30am — 1 Comment

Is The Way to Loyalty Through Your Customer’s Stomach?

Companies increasingly invent new and creative ways to earn loyalty from their customers. Every year we hear of companies pulling off interesting and creative ways to gain exposure and foster loyalty through acts of kindness, goodwill or just being fun. For the fourth consecutive year, Uber became the ice cream man. It seems that every year for the past four…

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Added by Mike Gorun on September 1, 2015 at 5:30am — No Comments

Transforming Angry Customers into Satisfied Ones

An interesting study has been going on for the last 6 month over at Twitter. As it was increasingly seeing users use the platform for brand interactions, the company decided to see just how much of an impact those interactions had. Users were identified that had at some point interacted with a brand’s Twitter account for customer service and 14,000 were surveyed.…

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Added by Paul Moran on August 28, 2015 at 5:30am — 2 Comments


Influencer
Why Can’t A Customer Have 1-Hour Car Deal?

An article published on Wards Auto shared some interesting views from a recent session at the Automotive Customer Centricity Summit. The article stated that John Finkel, director-client experience and training for Nissan’s luxury unit, Infiniti, does not believe that a 1-hour car…

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Added by Joe Orr on August 19, 2015 at 5:30am — No Comments

Joey Little with AutoSuccess Publisher, Susan Givens

From Susan Givens, Publisher of AutoSuccess Magazine

Listen on Website - Listen on iTunes

Selling a car is great, but should it be the ultimate goal of your dealership? While selling a vehicle may be…

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Added by Joey Little on August 14, 2015 at 7:07am — No Comments

Vertical Video: If You Can’t Beat Them, Join Them

Ever since cellphones gained video recording capability, people have insisted on shooting video vertically. Despite all the harassment and corrections received from peers when sharing a vertical video - “Hold the phone sideways!” - Some things never change. Those black bars that bookend the video when taken vertically certainly aren’t the most attractive. They…

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Added by Timmy D. James on August 12, 2015 at 5:30am — No Comments

Going the Extra Mile to Earn Customer Loyalty

With brand loyalty at its highest point ever, it’s time to take a new look at customer loyalty within your own dealership.

According to IHS Automotive, as of the first quarter 2015, the automotive industry is sitting on a ten-year high of 52.8 percent in brand loyalty -…

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Added by Mike Gorun on August 4, 2015 at 4:00am — No Comments

One Isn’t Always the Loneliest Number That You’ll Ever See

In determining the effectiveness of video marketing, perhaps the metric most used is views - How many views did this video get? In fact, in a recent study by Yahoo-owned video platform Brightroll, 31 percent of polling respondents from over 70 ad…

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Added by Timmy D. James on July 27, 2015 at 6:14am — No Comments

Who Is More Loyal? Floyd Mayweather Or The Dealer?

A recent article in Automotive News relayed the story of Obi Obeke and how he had sold 39 cars to world-famous boxer Floyd Mayweather.

The article explains how Okeke has been willing to do…

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Added by Mike Gorun on July 8, 2015 at 5:30am — No Comments


Influencer
Truth In Marketing And The Customer Experience

If you have been looking at today's online marketing through the eyes of your vendors then you need to take off your rose colored glasses and read about the things that they you may not be hearing.

This article is not meant to scare you although it may shock you and make you angry but to give you alternatives that do work. And please point out where anything that you will read here is wrong.

You will be presented with how today's online marketing may be working more against you…

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Added by Bill Cosgrove on June 27, 2015 at 5:55am — No Comments


Influencer
The Pursuit of Happiness: Creating Engaged Employees

Today's market dictates that to succeed as a dealer, you have to create a great customer experience. You have to provide value and give the customer a reason to come back. A great customer experience is now one of the strongest value propositions any dealership can use to increase customer loyalty and retention.

 …

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Added by Richard Holland on June 18, 2015 at 5:00am — No Comments


Influencer
Service Dilemmas: What Would You Do? The Results

In a previous article, I provided two very real scenarios that occurred right before Memorial Day weekend and asked readers how they would have handled them. For convenience, I’ve repeated the scenarios again with the actual outcomes attached:

Scenario #1:

A…

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Added by Richard Holland on June 11, 2015 at 5:30am — 1 Comment

Once The Recall Repair Is Done, What Are You Doing To Keep The Customer?

You made the commitment to capture more recall work. You’ve done your due diligence by notifying your customers. You’ve obtained lists of in-market customers subject to recalls that haven’t been to your dealership before, and reached out to them.

You’ve spent the time and energy to really saturate your market using every form of communication to…

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Added by Chris Miller on June 3, 2015 at 5:00am — No Comments

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