Professional Community for Car Dealers, Marketing, Advertising and Sales Leaders
Most auto dealerships do some if not all of their service marketing with their manufacturer owner retention programs (ORPs). The purpose of ORPs is stated in the name: to build customer loyalty. But how well do these programs deliver on that…Continue
Added by Courtney Evans on January 31, 2020 at 6:30am — No Comments
From a consumer perspective, access to loaner vehicles is a major factor in service location choice—both in terms of franchised dealer versus independent repair facility, and among franchised dealer locations. Loaner vehicles help to overcome the inconvenience of having to drive further for service, and from having to wait at the…Continue
Added by Scot Eisenfelder on July 18, 2018 at 6:30am — No Comments
The problem is that most retailers view rewards programs as an expense, rather than a revenue generator. Sure, there are discounts and other…Continue
Added by Mike Gorun on March 20, 2018 at 6:30am — No Comments
Today’s consumers are fickle beings. It’s much harder to keep their loyalty than ever before. And, while it may take years to earn loyalty from a single customer, it could take only minutes to lose it. Your dealership can do everything in its power to earn and keep a customer – from loyalty programs, to amazing customer service and luxury amenities. But, there is one basic…Continue
Added by Mike Gorun on March 6, 2018 at 6:44am — No Comments
Occasionally, when creating a great customer experience a business will have to go above and beyond for its customers. These little WOW moments can easily take a repeat customer and make them loyal, or even take a loyal customer and make them into a brand advocate.
Author and thought-leader…Continue
Added by Mike Gorun on February 27, 2018 at 6:12am — No Comments
People are motivated by many different things. Some by money. Some by time off. But one of the most universal ways to motivate an employee is by recognition.
For the most part that recognition comes from external sources; perhaps a customer compliments the employee either in person or via…
Added by Mike Gorun on February 20, 2018 at 6:30am — No Comments
In a very interesting dynamic shift, consumers are increasingly changing how they want to interact with businesses for customer…
Added by Mike Gorun on January 23, 2018 at 7:00am — No Comments
Added by Mike Gorun on December 4, 2017 at 7:30am — No Comments
Added by Mike Gorun on November 28, 2017 at 6:00am — No Comments
Added by Mike Gorun on November 21, 2017 at 6:30am — No Comments
Added by Mike Gorun on October 31, 2017 at 6:30am — No Comments
Added by Mike Gorun on June 13, 2017 at 6:41am — No Comments
Added by Mike Gorun on June 6, 2017 at 6:37am — 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 open…Continue
Added by Mike Gorun on February 28, 2017 at 5:37am — 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 competitive arena left is price. However, this is not…Continue
Added by Mike Gorun on November 22, 2016 at 6:37am — No Comments
One dealer in Florida is taking a stand to ensure that pre-owned vehicles with open recalls never hit the streets. When the Takata airbag crisis first reared its ugly head, Earl Stewart of Earl Stewart Toyota, started informing customers of in-stock vehicles with open recalls by clearly marking them with signs, while still continuing to sell them.
In June of…Continue
Added by Chris Miller on November 9, 2016 at 8:02am — No Comments
Loyalty programs are nothing new to retail. In the beginning, most consisted of simple punch cards or other basic means of tracking customer transactions. As technology improved, many programs became digitized with key tags, cards and other ways for retailers to keep track of these transactions, aside from purely manual means.
Then came big data, enabling…Continue
Added by Mike Gorun on August 30, 2016 at 5:30am — No Comments