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All ADM Blog Posts Tagged 'interaction' (15)

When the Customer Isn’t Right

I write a lot about customer experience, service and retention. With our hyper-competitive industry demanding greater transparency, it will continue to become more important. In a recent article, “…

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Added by Richard Holland on January 9, 2014 at 7:00am — 7 Comments

Interact or Die

Is your social presence collecting dust?

Most dealers put someone in charge of updating their social presence sites and this person has to 'Post' or ‘Tweet’ something at least 'Daily'; which is fine except when the person logs out and is…

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Added by Penny Vettel on June 17, 2013 at 8:00pm — 3 Comments

The Evolution of the Automotive Dealership

Walk into any automotive dealership of twenty years ago today, you’d think you hopped into the DeLorean from the Back to the Future movies.  Dealerships had the look and smell of your grandparent’s den: floor-to-ceiling windows that shared walls with dark colors or wood paneling.

The floors? Plain tile (usually white or beige)…the type you’d find in a grade school cafeteria.

The waiting area? A hanging photograph or an oil-based “likeness” of a popular vehicle sold at the…

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Added by Stacy Mueller on April 5, 2011 at 8:18am — No Comments

Customer Loyalty: It’s What Drives Dealer Relationships

“Welcome to the dealership! How may we help you today?”

 

You may not think it, but a simple greeting when you first walk into a dealership can lay the groundwork for keeping a customer for life.   In today’s competitive environment, the lengths a car dealership goes with their customer service can help determine how they can keep their customers.

 

What can an automotive dealership do to establish a long-lasting relationship with their customers? …

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Added by Stacy Mueller on January 25, 2011 at 9:01am — No Comments

Customer Retention: What Can Technology Do For You?

When it comes to choosing a customer retention marketing provider, car dealerships need to evaluate the technology behind the programs.  In looking at this technology, three of the following topics must be addressed:

 

(1)   Will this technology seamlessly integrate your customer data?

 

(2)   Will it be compatible with your operating system?

 

(3)   Will it be able to pull current, actionable customer data?

 

In a perfect world, you…

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Added by Stacy Mueller on January 18, 2011 at 7:14am — No Comments

Rules of Engagement: Helping to build your online presence

In order to build an automotive dealer’sonline presence, there are a handful of points to consider.  A recent blog on buildingyour dealership’s online presence highlighted such tips as engagement,reach and choice as valuable techniques in establishing that…

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Added by Stacy Mueller on January 6, 2011 at 11:23am — No Comments

New Year’s Resolution? Setting Up Goals for Your Car Dealership

 

When it comes to setting up sales goals for your car dealership, there is no magic equation.

 

Some dealers use prior sales data, consider any changes in personnel and then make a reasonable guess as to how many vehicles they should sell the next month. …

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Added by Stacy Mueller on January 4, 2011 at 2:11pm — No Comments

Building Your Dealership’s Online Presence

Before the age of the Internet, gathering information for a new vehicle required taking a look at the local paper or paging through a manufacturer’s booklet.  Driving down to your local dealership for a test drive it was something that was part of the norm.  In some of those cases, it may have necessitated a phone call to schedule an appointment to get a hands-on experience.  

 

Today’s automotive marketing efforts now open us to numerous possibilities to gather…

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Added by Stacy Mueller on December 28, 2010 at 8:17am — 4 Comments

How Set It And Forget It Can Drive Traffic to Your Dealership

In the customer retention management field, automotive retention programs that allow for users to ‘opt-in’ for continuous updates on their vehicles serve as an important tool for automotive dealerships to drive customers into their service centers.



In fact, automotive dealerships use multiple channels of communication such as targeted direct mail, voice messaging and emails to make sure they’re always in touch Missy Jensen - DMEautomotivewith their customers. By using data… Continue

Added by Stacy Mueller on December 23, 2010 at 7:24am — No Comments

The Power of Personal Communications in Automotive Marketing

When was the last time you were in the airport?

Did you have a lot of personal communication? Did you see people speaking with one another, laughing, conversing and seemingly having a great time?

Our guess is probably not.

Instead, you probably saw people glued to their laptops, iPhones® or smartphones.  Today’s consumers are glued to their electronic devices, constantly seeking information in an age where they must have it and have it now.

Because of the diverse…

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Added by Stacy Mueller on December 21, 2010 at 8:21am — 3 Comments

Quality over Quantity: Creating Relevancy to Your Message

In the earlier days of direct email marketing, the line of thinking by many car dealers was to send as many messages as possible to get the consumer’s attention.  It wasn’t about the message’s relevancy, it was simply an effort to grab the consumer’s attention and say, “Hey, we’re here! Click me for more information!”   It wasn’t unprecedented, however – its predecessor direct mail marketing was often used in the exact same way.

Over time, marketers using direct mail and email have…

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Added by Stacy Mueller on December 16, 2010 at 10:02am — No Comments

Creating Consistent Messaging Creates Meaning for Your Customers

In my last blog, we discussed how having a “hook” or theme to your direct marketing campaigns must have a“pain” or reason to motivate your customers to visit your dealership and drive sales traffic. We also discussed how your hook and pain must have a regular message for all your targeted direct mail (TDM) pieces. Each of these stories or…

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Added by Stacy Mueller on December 14, 2010 at 11:58am — No Comments

Direct Marketing Campaigns: It’s the Little Things That Matter

When it comes to direct marketing campaigns, it’s human nature to think big. Whether it’s rolling out an email blast for an upcoming customer appreciation day or sending out a holiday themed Sales or

Service postcard, we all have a tendency to want to “wow” the recipient

with bright colors, killer graphics and an awesome call to action.



In reality,…

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Added by Stacy Mueller on November 18, 2010 at 1:23pm — No Comments

Progress as Promised: Customer Service at the Dealership

Progress as Promised: Customer Service at the Dealership



In the past, a visit to a car dealership’s customer service department was much like a visit to the dentist: an appointment filled with long wait times and much trepidation about the results.

While there still may be some trepidation on the sticker shock of your vehicle’s maintenance bill,…

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Added by Stacy Mueller on November 4, 2010 at 12:36pm — No Comments

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