ADM serves Car Dealers, Automotive Marketing Pros and Internet Sales Managers
I’ve written many articles about the different types of loyalty and how each can affect your business’ growth and revenue. However, I’ve never written an overview of how all these components fit together in a holistic manner. Hopefully, this blog article will help put the pieces together…Continue
Added by Mike Gorun on November 12, 2013 at 6:30am — No Comments
Ask most people to describe a…Continue
Added by Manny Luna on September 30, 2013 at 12:04am — No Comments
There are many benefits to having an automotive loyalty program at your dealership to increase business and customer retention. You must be mindful, however, of some dangers that exist if the program is not implemented and administered properly.
Loyalty programs seek to reward behaviors. For…Continue
Added by Mike Gorun on September 3, 2013 at 5:12am — No Comments
Sounds ridiculous, right? It’s real, however. A case study involving a pizza joint in New York has shown that offering ridiculous rewards can pay off. This particular pizza joint has several…Continue
Added by sara callahan on June 26, 2013 at 6:08am — No Comments
I recently read an article about a recent Forrester Report titled “Banks and Retailers: You Cannot Price…Continue
Added by Mike Gorun on June 4, 2013 at 7:18am — No Comments
Dealerships today spend most of their marketing budgets on acquiring new customers. Those ads in the newspapers aren’t really meant for current of past customers, they are meant to attract new customers. The cost of customer acquisition ranges from…Continue
Added by Mike Gorun on May 14, 2013 at 4:43am — No Comments
Added by Paul Potratz on February 20, 2013 at 8:18am — No Comments
A recent study by the Tempkin Group found that it takes an average of five clients giving positive referrals for your business in order to get one new client. Yet it takes only two disgruntled customers speaking negatively about your business for you to lose one customer.
You do the math...that means it’s twice as important to ensure that you don’t have unhappy customers than it is to maintain good relations with your happy customers. This doesn’t mean you shouldn’t focus on…Continue
Added by Mike Gorun on December 11, 2012 at 10:54am — No Comments
You know who they are: your VIP customers. The ones who have purchased more than one vehicle from you and the ones who frequent your service department for their repair needs. What are you doing to show your appreciation for them this holiday season?
Call it a trend or a growing awareness that you can’t take loyal customers for granted, but more and more small businesses are showing their appreciation in the form of a party or other event that offers both fun and rewards to…Continue
Added by Mike Gorun on December 4, 2012 at 10:14am — No Comments
Whether your dealership has, or is considering a loyalty program, it’s important to make sure your marketing messages align with the overall brand or image of your store. What is your dealership known for? Aggressive, “best” pricing? Friendly, no-pressure salespeople? A multi-generation, family owned pillar of the community?
A brand is your identity’s business, and conjures up powerful images for customers, both consciously and subconsciously. Whether you realize it or not,…Continue
Added by Mike Gorun on November 27, 2012 at 11:17am — No Comments
It’s that time of year when giving takes priority over getting. Most dealerships I know are extremely generous when it comes to charitable causes, but there’s no need to be humble about it. The more you engage your customers in your holiday gift drives, the more you will be building loyalty with them.
In this recent…Continue
Added by Mike Gorun on November 19, 2012 at 11:08am — No Comments
How many cards do you have in your wallet? The average U.S. household now belongs to more than 18 loyalty programs, for a total of more than 2 billion memberships. That’s an awful lot of loyal customers, but as it turns out, all these programs and cards are having…Continue
Added by Mike Gorun on November 13, 2012 at 10:00am — No Comments
You may be surprised that just as many customers respond positively to intangible rewards, such…Continue
General Motors recently announced a customer loyalty initiative to increase its customer retention rates from 52% to 58%. The car manufacturer has assigned a concrete value for every percentage point of improvement in customer retention rates: $700 million. If GM achieves their goal of 58% customer retention, it will add $4.2 billion in annual revenue to the bottom line.
Six percentage points may not sound like a lot, but 52% is the industry’s average and 58% would put GM in the same…Continue
Added by Mike Gorun on October 2, 2012 at 11:40am — No Comments
It’s one of those unfortunate, inevitable facts of life: every company and every employee will at some point have to deal with an angry customer.
Whether their anger is warranted because of a bad situation, or whether the customer is just plain difficult, doesn’t matter. These days, companies must respond to and deal with angry customers. If they don’t, they risk those customers becoming brand detractors, using social media to spread the word,…Continue
Just about every business receives a complaint at some point or another. Whether it’s by phone, e-mail or via social media, when a customer is unhappy or feels they have been taken advantage of, they want to be heard. Most customer service people are…Continue
For dealers, two primary goals of implementing a loyalty program are: (1) to have the customer return to the service department for repairs, in order to increase customer pay RO, and (2) to have the customer purchase their next vehicle from your dealership. Therefore, it’s important to ensure that both sales and service are working together to build loyal customers.
The relationship between these two departments is critical, according to the recently released J.D. Power…Continue
Added by Mike Gorun on September 4, 2012 at 9:22am — No Comments
Last month General Motors announced a new compensation structure based on customer retention. The pay plan affects 29,000 salaried employees in the U.S., who will be paid bonuses based on how well they promote customer loyalty through return purchases and services. Third-party sales data and internal numbers will determine if a dealership hits its loyalty…Continue
Added by Mike Gorun on July 10, 2012 at 3:40pm — No Comments
Who doesn’t love free stuff? If your dealership has a loyalty program that allows customers to accrue rewards points, one of the best ways to encourage people to sign up is the promise of free stuff and/or valuable discounts down the road. Customers who purchase a vehicle or come into your service department are ideal prospects for a loyalty program, but what about the customers who haven’t visited your shop lately? What about friends of your customers?
Social Media is a great…Continue
Added by Mike Gorun on June 19, 2012 at 11:57am — No Comments
Added by Ken Dugas on January 30, 2012 at 4:01pm — No Comments