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All ADM Blog Posts Tagged 'retention' (138)

Remember the Lifetime Value of Your Customers

I'm going to keep this short because it's something that you all already know. We just need a reminder every now and then.

Our industry has grown as one that is based upon now. Today. This week. This month. We rarely look forward to what's happening next quarter and we only look back to what we did…

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Added by Jon Lamb on September 8, 2014 at 1:50pm — No Comments

How Job Hopping Became Acceptable and How You Can Change It

When developing an employee retention strategy, a business must ultimately consider salaries. There’s no doubt that a long-term employee will feel slighted if a new employee joins at a higher pay. Chances are they may even feel slighted if the new employee receives the same wage. In the automotive…

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Added by Richard Holland on September 4, 2014 at 7:00am — No Comments

Don’t Get Blacked Out In Your Own Market

With NFL football fans gearing up for another season, DIRECTV is once again offering new customers the 2014 NFL Sunday Ticket for free along with deeply discounted prices and an upgraded DVR Genie on several of the programming packages.  What’s the catch?  The special prices are valid for only the first twelve months…

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Added by Mike Gorun on September 3, 2014 at 6:00am — No Comments

How Simply Getting the Job Done Can Be a Bad Thing

Working at a car dealership often takes its toll on employees. The demands of a fifty, sixty or seventy hour work week often leaves the employee exhausted, mentally and physically. Generally, these employees are not clock-watchers, they are your commissioned sales people, your technicians, your management staff and they…

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Added by Richard Holland on August 28, 2014 at 5:07am — 2 Comments

Random Acts of Generosity Can Build Loyalty

Finding a lost earring in the jewelry box, discovering the old autographed Tom Seaver baseball card when you clean out the attic, and learning that the shirt you are about to pay retail for is discounted, are all pleasant surprises. 

How about walking into your bank and having the ATM talk with…

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Added by Richard Holland on August 21, 2014 at 5:00am — 3 Comments

How E-Mails Can Build Customer Loyalty

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…

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Added by Mike Gorun on August 12, 2014 at 5:36am — 1 Comment

Sometimes It’s Better To Cut Your Losses

I am sure many of you have heard about the recent customer service debacle involving Comcast over the past week.

In case you aren’t familiar with what happened, a customer called into their…

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Added by Richard Holland on July 24, 2014 at 6:30am — 4 Comments

The Best Defense Against Getting Conquested is an Aggressive Offense

It's as cliche as it comes. The best defense is a good offense. The best offense is a good defense. We've heard it a dozen times in different contexts, not the least of which are sporting events like football. As strange as it may seem, the saying has its most profound meaning when it pertains to car…

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Added by Jon Lamb on July 23, 2014 at 1:40pm — 1 Comment

Walmart Gets Into the Loyalty Program Arena

Recently, AdAge reported that Walmart is starting a loyalty program. Based on their price-match guarantee, Walmart is launching an app named “Savings Catcher,” which consumers can use to receive refunds for…

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Added by Mike Gorun on July 15, 2014 at 6:00am — No Comments

Marketing to Your Customer Database is Like Baking a Great Muffin

There are muffins, and there are great muffins. The kind we get our of a plastic package from a vending machine or at a continental breakfast at a hotel usually meets the hunger requirements, but it's usually not exceptionally enjoyable. Compare that to a muffin from your favorite bakery and the experience can…

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Added by Jon Lamb on June 5, 2014 at 6:22am — No Comments

Advisors Who Read Minds

By Gregg Manson 

If advisors could read service customers minds, time would be saved, customers’ needs more accurately addressed, and service sales, CSI and retention would all improve. 

Advisors who read minds know that every customer pulling into the drive has on his or her mind that day: 

  1. What do I need or what is wrong with my car?
  2. How much is it going to cost?
  3. When can I get my car back? 

Ability to address these questions in…

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Added by Gregg Manson on June 3, 2014 at 1:00pm — No Comments

The 12th Man: Marketing Is Your Virtual Salesperson

In the NFL, one of the most valuable commodities a team can have are its fans. Countless times we hear about the effect that home crowds can have on the gameplay of the athletes on both teams. Termed the “12th man,” this phenomenon is extremely powerful as it can motivate the home team, while at the…

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Added by Scott T. Joseph on May 29, 2014 at 5:05am — No Comments

Customer Loyalty Isn't Dead. It Can't Be. It Simply Needs a Revival.

There is doom and gloom in the statistics. Fewer people are staying loyal to a single brand of vehicle. Fewer people are staying loyal to a particular dealership. We've been hearing about it since the rise of the digital age and it can push dealers to focus on generating new sales and service customers…

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Added by J.D. Rucker on May 23, 2014 at 3:42am — 6 Comments

Why Employee Retention in Service Is More Important Than Ever

A recent Automotive News article covered the decrease in trained automotive service technicians graduating from vocational schools. Not only are the vocational schools producing fewer graduates in…

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Added by Richard Holland on May 22, 2014 at 4:01am — No Comments

Modern Service Realities

Here are three important realities every service staff needs to embrace today:  

  1. Customers bring the same set of basic questions with them to the service drive that they always have.
  2. Customers have a different set of expectations of what makes up service satisfaction than they did five…
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Added by Gregg Manson on May 19, 2014 at 2:37pm — No Comments

Do You Walk the Talk? How to Define Your Core Values

Every year it seems that "hot topics" emerge in the automotive retail industry; this year much of the focus is on fixed ops and customer retention. Dealers spend a small fortune on websites and Internet marketing in order to capture customers; now they are realizing that an equal amount of resources and energy should be spent on servicing and keeping those customers.

 

If customer retention is the goal, keep in mind that true customer loyalty is achieved not by a product but by…

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Added by Mike Esposito on May 7, 2014 at 9:13am — No Comments

Auto/Mate Spring Survey Reveals Auto Dealers On Board with Customer Loyalty and Rewards Programs

ALBANY, N.Y. – May 5th, 2014 – Auto/Mate Dealership Systems (www.automate.com) announced today that results from its Spring survey reveal that more than half of auto dealers have customer loyalty or rewards programs in their dealerships, and another 20 percent have plans to implement one soon or are "thinking about it." Additionally the dealers weighed in on what they believe are the top factors that contribute towards building a loyal customer…

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Added by Mike Esposito on May 5, 2014 at 7:41am — No Comments

Are Service Customers Defecting Due to Trust and Price Transparency?

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…

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Added by Richard Holland on April 24, 2014 at 5:00am — No Comments

Yahoo Bets Big on Customer Loyalty

In a recent announcement by Yahoo CEO Marissa Mayer, it was revealed that Yahoo will soon stop allowing its users to login using their Facebook or Google credentials. This move is an effort by Yahoo to better control its…

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Added by Mike Gorun on April 8, 2014 at 10:36am — No Comments

Rewarding the Four Percent: Delta’s New Loyalty Strategy

Delta Airlines recently revamped its loyalty program changing how rewards are distributed to its customers.  In an article in Knowledge@Wharton, Peter Fader, Wharton Marketing Professor, applied the…

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Added by Mike Gorun on March 25, 2014 at 7:31am — 1 Comment

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