Professional Community for Car Dealers, Automotive Marketers and Sales Managers
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…Continue
Added by Mike Gorun on February 4, 2016 at 6:16am — No Comments
In the decades I’ve been in the automotive industry, I’ve rarely seen a dealerships compete on anything other than price. After all, it’s pretty easy to compare pricing, especially with the advent of the internet. Today, more than ever, the consumer has the ability to shop faster, further and with all the tools that…Continue
Added by Tom Cannata on February 4, 2016 at 6:04am — No Comments
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.
Added by Mike Gorun on January 27, 2016 at 7:55am — No Comments
At the North American International Auto Show, Ford unveiled an interesting new program to the world – FordPass. According to The Detroit News, Ford’s goal with this app is to create a…Continue
Added by Mike Gorun on January 14, 2016 at 4:49am — No Comments
Have you ever wondered about businesses that give discounts to regular, loyal customers—those who already expect to (and do) pay full price? After all, there’s a reason these customers are loyal: they obviously understand the value of superior service—so they should be paying full price,…Continue
Added by Alexia Henson on January 11, 2016 at 5:00am — No Comments
Competition for air travel is fierce. Especially when it comes to wooing business travelers. An interesting fact that recently came to light is that the most desirable customers are not necessarily those that have flown the most miles. Airlines have realized this and have changed how rewards and statuses are earned.…Continue
Added by Mike Gorun on January 7, 2016 at 6:57am — No Comments
Earning customer loyalty in today’s society is especially tricky. As almost every retailer now has a loyalty program, it’s difficult to stand out and make your customer truly feel special and appreciated. Earning loyalty isn’t simply about giving something away. It’s about creating and nurturing a relationship that…Continue
Added by Mike Gorun on December 30, 2015 at 7:48am — No Comments
An interesting study conducted by MaritzCX and published on CustomerThink relays how dealers should care about – and invest in – the creation of a better customer experience in their stores.
While customer experience can be vague, and…Continue
In dealing with the customer experience, all too often the conversation centers on the customer’s buying path from initial contact through the sale. What many businesses don’t think about, however, is that the sale is only the start of the relationship. Customer loyalty is built through a consistent customer-centric…Continue
Recently Auto/Mate received a 'Best Places to Work' award from the Albany Business Review for the sixth year in a row. We have also been voted a 'Top Workplace' by the Times-Union multiple years in a row. Focusing on employee happiness has long been one my top priorities. People often ask me how I do it, but before I answer that, I'd like to explain why I do it.
This is a fact: your customers will never love your company unless your employees love your…Continue
Added by Mike Esposito on December 9, 2015 at 7:21am — No Comments
Now let me explain...
In our industry – as well as life – we continuously talk about transparency.
Let’s be brutally honest here. Sometimes honesty isn’t the best policy. Is it always that way in real…Continue
In the automotive industry, hundreds of customers pass through dealerships on a daily basis. Each of these customers will interact with dealership staff multiple times during their visit - whether they’re there to buy a car, or for a simple oil change. It’s very easy to function as an organization with a…Continue
Added by Mike Gorun on November 17, 2015 at 5:52am — No Comments
Do you know their likes, dislikes, what content they’re most likely to engage with? If you don’t, you should. Knowing your consumers is the first step toward turning them into customers who will return time and again to your dealership.…Continue
Added by Joseph Little on November 3, 2015 at 11:57am — No Comments
In our industry, one universal sales practice is to tailor your techniques to the wants and needs of the customer in front of you. If you have a young male drooling over that sports car, you’ll probably be talking about performance specs, 0-60 times and horsepower. If you have a young family, you’re…Continue
Added by Mike Gorun on November 3, 2015 at 4:40am — No Comments
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?…Continue
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…Continue
If you have a smartphone, chances are you have Apple Wallet (formerly Passbook) or Google Wallet. These applications are mobile wallets that store, among other things, applications like Apple Pay that enable people to purchase things with their phones. Of course, it's very unlikely that anybody is going to purchase…Continue
Loyalty programs surround us. We live in a world filled with keychains on which multiple little plastic mini loyalty cards dangle. There aren’t many places where we spend our money that don’t offer a rewards program or, at the very least, track our purchases via a quasi-rewards program that only allows us…Continue
Added by Mike Gorun on October 13, 2015 at 5:30am — No Comments
The ability to target traffic to specific behavior and keyword searches is invaluable. Well, Google is now following in the footsteps of Facebook and Twitter and on September…Continue
In life, not everything goes our way. Things happen. Planes get delayed. It rains during a wedding. Life intervenes. In business, the same holds true. If a situation is handled improperly, or is unaddressed, customers are likely to get ignored. With proper attention, however, customers can be…Continue
Added by Mike Gorun on September 29, 2015 at 7:00am — No Comments