Professional Community for Car Dealers, Automotive Marketers and Sales Managers
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
Dealerships are well known for their involvement and participation with local communities and many different charities. From sponsoring little league teams, to larger charity initiatives, dealerships have supported and given back to the communities they serve for a very long time.
Added by Mike Gorun on January 17, 2017 at 5:32am — 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
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
Partnership enhances customer interaction with auto dealer
service customers, boosting sales and retention
Added by Ujj Nath on November 22, 2016 at 6:05am — No Comments
A recent article in Automotive News reports that the three-year employee retention rate at dealerships reached a new low, dropping by 2%.
Have you ever tried to call a dealership – whether it’s to inquire about a vehicle or schedule a service appointment – just to get placed on eternal hold or thrown into someone’s voicemail? Many consumers have and, just like you, they don’t like it.
People are busy. When they pick up the phone to…Continue
Added by Mike Gorun on September 27, 2016 at 6:07am — No Comments
When a customer buys a new car from a dealership it’s almost a given that service also just gained a new customer. Most of the time, if the customer is local, they will start bringing their vehicle into the selling dealership for regular maintenance and…Continue
Added by Tim Clay on September 26, 2016 at 2:30pm — No Comments
In this era of dealership expansions and acquisitions, groups are often put in the unenviable position of inheriting promises or perks that were offered prior to the dealership acquisition. One would think that it is simply a matter of grandfathering the customer into a perk offered by the previous owners. However,…Continue
Added by sara callahan on September 21, 2016 at 5:58am — No Comments
Imagine two candidates for a sales position. One has a great attitude and great people skills, but doesn't have the greatest sales record. The other candidate could sell snow to an Eskimo, but has a prima donna attitude and an obnoxious personality. Who would you hire?…Continue
Added by Mike Esposito on September 15, 2016 at 7:24am — No Comments
Tom Hawkins, Dealer Principal of Hawkins Chevrolet in Fairmont, MN, a cornerstone of his local community, was searching for a way to provide even more support to his local area. He reached out and identified an area that had both a…Continue
Added by Mike Gorun on September 13, 2016 at 6:34am — No Comments
Many businesses, including the automotive industry, have a strong focus on creating a better customer experience through technology. In fact, technology has transformed the customer experience across all industries. Consumers can buy a multitude of products online and have them delivered, in some cases, in an hour.…Continue
Added by Mike Gorun on September 6, 2016 at 6:46am — No Comments
In the past, customers were willing to bring their vehicle into a service department and wait patiently.
However, with the rise of convenience and the promise of speed in the form of express independent chains such as Jiffy Lube, regular service customers began forsaking the dealership and…
Added by Tom Cannata on August 29, 2016 at 7:00am — No Comments
Customer loyalty is something every business needs and desires. Some companies are spectacular at accomplishing it, while others struggle.
According to a study by DMA, perhaps we’re missing an important fact… not all loyal customers are the same.
DMA’s “Customer Engagement 2016” study, takes customer loyalty a little further. It narrowed the pool…Continue
Added by Mike Gorun on August 26, 2016 at 6:00am — No Comments
Want to know the best way to increase customer retention? It's not rocket science. It all comes down to the relationships that your employees have with your customers. If your employees take good care of your customers, and your customers…Continue
Added by Mike Esposito on August 18, 2016 at 8:09am — No Comments
You may think that simply because you offer an excellent customer experience, your customers will be loyal… but what is really happening? Is it possible that YOUR definition of a great customer experience differs from your customers?
Added by Mike Gorun on August 16, 2016 at 7:00am — No Comments
Albany, N.Y. – August 15th, 2016 – Auto/Mate Dealership Systems (http://www.automate.com) today announced the integration of its dealership management system (DMS) with Unotifi, a pioneer in mobile relationship marketing and customer retention for auto dealers.
Benefits to dealers using both Auto/Mate's DMS and Unotifi solutions include increased data gathering and intelligence about a dealership's customers, the ability to…Continue
Added by Mike Esposito on August 15, 2016 at 6:30am — No Comments
A little over a year ago, the founder of a credit card payment processing company made an unorthodox move that resulted in some very mixed reactions and a whole lot of media attention. Dan Price, founder of Gravity Payments, cut his own salary by 93% (from $1 million to $70,000 per year). He did this so he could pay…Continue
Added by Mike Gorun on July 27, 2016 at 6:13am — No Comments
The retail automotive world demands a lot, including long hours, working holidays and little flexibility in schedule. Most dealerships require 1 or 2 “bells” per week, (working open to close) and don’t include many weekends off, as Saturday and Sunday are typically busy days, when consumers have time to shop for a vehicle.
Added by Mike Gorun on July 19, 2016 at 6:00am — No Comments
There have been countless studies about employee engagement and how, when engaged, employees tend to be happier, more productive and deliver a better customer experience. With a 70 percent annual turnover rate in sales, this is an area that the auto industry – at least on the sales side – has a problem with. Don’t…Continue
Added by Mike Gorun on May 31, 2016 at 5:04am — No Comments