Professional Community for Car Dealers, Automotive Marketers and Sales Managers
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
Between endless meetings, work-related tasks and familial responsibilities it probably seems as if you’re continuously pulled in different directions. Our society has devolved into a place where we often fail to stop and notice important things, simply because we’re so busy satisfying the needs and wants from those we…Continue
Added by Ujj Nath on November 30, 2016 at 6:35am — No Comments
Great customer experiences can win customer loyalty.
That’s why dealerships install restaurants, movie theatres and Starbucks. But while that customer experience is integral to keeping the customer’s business and loyalty, it doesn’t take much to shatter that loyalty and see that…
Added by Mike Gorun on November 18, 2016 at 6:00am — No Comments
CRM as we know it is dead. Its sole purpose was to replace index cards and rolodexes with a more organized digital solution – one which helped salespeople more efficiently follow-up, track and manage conversations. However, in most cases, the ultimate beneficiary is the user, not the customer.
Added by Ujj Nath on November 7, 2016 at 5:26am — No Comments
I bet that title got your attention.
Imagine a world where automotive manufacturers prohibited dealerships from producing and publishing video content of any vehicles during dealership sales events. That would seem a little ridiculous, right? Social media can produce great results…
The intention of a loyalty program is to show your customers that they are appreciated and encourage them to choose your business over any competition. These programs can create value and generate lifetime relationships with customers -- as long as the experience remains consistently…Continue
Added by Mike Gorun on June 20, 2016 at 7:07am — 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
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
According to Santander Consumer USA, used cars are expected to outsell new cars nearly 2 to 1 this year, making it more important than ever for dealerships and sales…Continue
Added by Joey Little on November 17, 2015 at 2:12pm — No Comments
While most businesses analyze budgets and shift money towards digital advertising, video and branding, Volvo has taken an interesting strategy: to decrease marketing. While it isn’t planning to cease all activities, Volvo has decided that, rather than attempt to take on any rivals with bigger budgets, it will shift…Continue
Added by Richard Holland on December 29, 2014 at 5:00am — No Comments
Virtually every dealership today uses their website, social media channels, and email to be a part of their “voice” when it comes to communicating with their customers and begin building a “trust” relationship long before the shopper ever visits their store.
The ultimate goal of each…Continue
Added by Timmy D. James on October 13, 2014 at 7:00am — No Comments
These days, car dealerships, try to express their individuality from their competitors through value propositions. Almost every dealership has some sort of template or message…Continue
Added by Mike Gorun on September 9, 2014 at 3:30am — No Comments
There are many things that companies can do to earn a customer’s loyalty. However, e-mail marketing isn’t typically high on the list. Consumers get barraged continuously with marketing messages via e-mail. As you go through your in-box, how many do you delete without even reading them in order to get to those you are…Continue
A recently released white paper based on a collaborative study between Cars.com and GFK, reported that consumers are leaving dealership service in favor of independents due to a…Continue
Added by Richard Holland on April 24, 2014 at 5:00am — No Comments
Recent Federal Trade Commission (FTC) crackdowns against dealerships have drawn attention to the changing dynamics of automotive advertising. While FTC interventions have caused turmoil for some, most auto dealers don’t buy into running too good-to-be true ads. Some dealers even pride themselves on being straight with their customers.
The challenge for these dealers now lies with…Continue
Added by Rachel Boyle on November 11, 2013 at 12:09pm — No Comments
When was the last time you heard of someone who had worked his or her entire live for a single company? Chances are these instances involved members of an older generation, specifically people born in the earlier part of the century. So why has something that used to be fairly common in the past suddenly…Continue
Added by Richard Holland on September 26, 2013 at 6:04am — No Comments
In almost every aspect of your dealership, you calculate ROI. Whether you’re looking at your ad spend, calculating labor costs or analyzing your digital marketing, the first, and last, thing you think about is ROI. How is my spending this money going to help me make more money? At times, we choose…Continue
As football season approaches, I am reminded of a story that was widely publicized last spring. Joe Flacco, having just signed a $121 million contract with the Baltimore Ravens which made him the…Continue
Added by Mike Gorun on August 27, 2013 at 7:17am — No Comments
In the past, it wasn’t uncommon for employees to spend their whole working lives with a single company. People would start in their late teens and many would retire without ever having worked anywhere else. However, businesses, in general, and dealerships, specifically, are experiencing less loyalty from employees…Continue
You’ll always hear me say, “the minute you’ve lost your perspective as the consumer, you’ll never have any perspective as a marketer.” Whether you’re actually a marketer or a businessperson of any kind in any industry whatsoever, the same rule applies. Online reviews don’t just “appear,” and much like a doctor’s advice after a heart attack, “the signs were there, we just didn’t see them or they were ignored.” There is a process by which online reviews come to be published…Continue
Added by Camille Forte on June 21, 2013 at 11:30am — No Comments