Professional Community for Car Dealers, Automotive Marketers and Sales Managers
In the wake of the backlash from the recent United Airlines incident, it has been widely reported that many airline CEO’s salaries are, at least in part, connected to customer satisfaction scores. In the case of United’s CEO Oscar…Continue
Added by Mike Gorun on April 18, 2017 at 5:30am — No Comments
The title of this blog post originated from a thought-provoking interview with Chad Mitchell, senior director of digital communications at Walmart. In the interview he lays out a philosophy that every industry – especially…Continue
Added by Mike Gorun on April 11, 2017 at 6:30am — No Comments
It’s no surprise that Disney has created one of the largest groups of loyal customers in the world. Of course, this isn’t by accident. Everything Disney does is by design. According to an…Continue
Added by Mike Gorun on April 4, 2017 at 6:45am — No Comments
It’s a logical conclusion that customer retention and loyalty are important to the survival and growth of any dealership, yet many dealers focus on growth by intangible metrics, simply looking at numbers – 100 units last month vs. 125 this month, or $125,000 in service revenue last month vs. $175,000 this…Continue
Added by Mike Gorun on March 21, 2017 at 7:34am — No Comments
Sitting in the service department waiting room staring at the clock waiting for your vehicle to be repaired isn’t the most fun thing in the universe. It’s not quite like going to the dentist, but for some people it is a close second. Perhaps that’s the allure of the Jiffy Lubes of the world – the promise of the…Continue
Added by Tim Clay on March 17, 2017 at 6:22am — No Comments
An associate of mine recently told me an interesting story about their 75-year-old father, who purchased an import, rather than a domestic vehicle, for the first time in over 60 years. This was sometime around 2010.
When it was time to replace his domestic minivan, the first thing my associate’s father did was…Continue
Added by Mike Gorun on March 7, 2017 at 6:32am — No Comments
When it comes to customer loyalty programs, customers like to feel appreciated and recognized for their loyalty. And, if they are not, it doesn’t take much to turn them away from being loyal customers into brand advocates.
I recently came across an interesting story about an Uber customer who wrote an…Continue
Added by Mike Gorun on February 28, 2017 at 5:37am — No Comments
Many consumers have the perception that servicing at a dealership is more expensive than at independent service providers. Whether this applies to your service department or not, independents acquire customers through consistently advertising competitive prices. Unfortunately, this seems to be working well for them as…Continue
Added by Alexia Henson on February 3, 2017 at 5:00am — No Comments
In the world of customer experience, retention and loyalty, a lot of focus is placed on customer satisfaction. The general thought process is that the better the customer experience on a consistent basis, the more likely a customer is to continue to do business and remain loyal.
However, according to…Continue
Added by Mike Gorun on January 31, 2017 at 5:46am — No Comments
Added by Ujj Nath on January 20, 2017 at 6:00am — No Comments
As we make our New Year’s resolutions and reflect on 2016, which was a less than perfect year for our industry, filled with recalls and declining consumer confidence due to lack of parts availability to quickly fix these recalls, I thought it may be a good time to look ahead to 2017. In that spirit, I’d like to offer some simple tips…Continue
Added by Chris Miller on January 8, 2017 at 7:00am — No Comments
Today, the Big 3 automakers account for only 44% of the market – a 26% decline from 2 and a half decades ago. In this short amount of time, consumer loyalty is no longer within reach, as the average customer retention rate across the industry has sunk below 50%. This amounts to dealers losing more than half of their customers each…Continue
Added by Doug Van Sach on January 8, 2017 at 6:00am — No Comments
Auto dealers are well known for their huge support to local communities. Especially around the holiday season when they do many good deeds including toy drives, donations to food banks and a variety of other activities that have special meaning to those particular dealers. It’s noble not to “brag” about the great…Continue
Added by Mike Gorun on December 27, 2016 at 7:02am — No Comments
What would you do if a customer was injured at your dealership and you were at fault? I don’t mean serious injury or anything like that. Perhaps just a bump or scrape? Most businesses would apologize or, at the very least acknowledge the mishap to the customer. Perhaps send some flowers or a gift card. You certainly…Continue
Added by Mike Gorun on December 20, 2016 at 6:40am — No Comments
I was on a trip to New York and met up with a friend of mine (full disclosure: also a happy customer) Richard Hesse, the Dealer Principal at Mercedes-Benz of Nanuet. He has a simple mantra: “It's not…Continue
Added by Ujj Nath on December 20, 2016 at 5:46am — No Comments
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…Continue
Added by Mike Gorun on December 7, 2016 at 6:09am — No Comments
Are you creating advertising opportunities in your Facebook Live videos? Now, you can have the ability to broadcast commercials or other advertisements in your Facebook Live video.
In this week's Hard Facts episode, Samantha reveals a way that you can increase the value of your live broadcast. Watch now!
We’d love to hear what you have to…Continue
Added by Paul Potratz on December 2, 2016 at 2:21pm — No Comments
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…Continue
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Added by Paul Potratz on November 23, 2016 at 12:30pm — No Comments
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…Continue
Added by Mike Gorun on November 22, 2016 at 6:37am — No Comments