Professional Community for Car Dealers, Automotive Marketers and Sales Managers
Convenience is one of the biggest factors that influences customers when choosing where to take their vehicles for service. For the younger generation it even trumps price. Independents know this and it is one of their key marketing messages, along with speed of service.
Dealers tend to fall behind in this…Continue
Added by Ujj Nath on April 20, 2017 at 6:28am — No Comments
Of course, getting a customer to pay for that oil change they came in for isn’t difficult at all. However, when that same customer…Continue
Added by Tim Clay on April 14, 2017 at 5:00am — No Comments
The title of this blog post originated from a thought-provoking interview with Chad Mitchell, senior director of digital communications at Walmart. In the interview he lays out a philosophy that every industry – especially…Continue
Added by Mike Gorun on April 11, 2017 at 6:30am — No Comments
It’s no surprise that Disney has created one of the largest groups of loyal customers in the world. Of course, this isn’t by accident. Everything Disney does is by design. According to an…Continue
Added by Mike Gorun on April 4, 2017 at 6:45am — No Comments
A recent article in Automotive News tells the story of Carlos Liriano, a car dealer from New Orleans who migrated his dealership to Texas and brought with him a passion – gumbo. Initially, it started as a way…Continue
Added by Mike Gorun on March 28, 2017 at 7:04am — No Comments
It’s a logical conclusion that customer retention and loyalty are important to the survival and growth of any dealership, yet many dealers focus on growth by intangible metrics, simply looking at numbers – 100 units last month vs. 125 this month, or $125,000 in service revenue last month vs. $175,000 this…Continue
Added by Mike Gorun on March 21, 2017 at 7:34am — No Comments
Sitting in the service department waiting room staring at the clock waiting for your vehicle to be repaired isn’t the most fun thing in the universe. It’s not quite like going to the dentist, but for some people it is a close second. Perhaps that’s the allure of the Jiffy Lubes of the world – the promise of the…Continue
Added by Tim Clay on March 17, 2017 at 6:22am — No Comments
Customer experience has become an industry “buzz term” of late when talking about customer acquisition and building loyalty. Most of the time, the focus is on the small things that turn a customer off -- attitudes, inefficient processes, or other such actions. But what happens when, well, everything goes…Continue
Added by Mike Gorun on March 15, 2017 at 6:29am — No Comments
An associate of mine recently told me an interesting story about their 75-year-old father, who purchased an import, rather than a domestic vehicle, for the first time in over 60 years. This was sometime around 2010.
When it was time to replace his domestic minivan, the first thing my associate’s father did was…Continue
Added by Mike Gorun on March 7, 2017 at 6:32am — No Comments
For the past 15 years or so, technology has existed which enables customers to schedule service appointments online. In the beginning, the systems were very basic – the customer filled out a form online and an e-mail was sent to someone at the dealership who may – or may not – confirm that appointment.
Added by Ujj Nath on March 3, 2017 at 5:22am — 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…Continue
Added by Mike Gorun on February 28, 2017 at 5:37am — No Comments
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