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All ADM Blog Posts Tagged 'retention' (209)


Influencer
Maybe We’re Approaching This Whole Loyalty Thing Wrong?

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…

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Added by Mike Gorun on August 26, 2016 at 6:00am — No Comments


Influencer
What Marriage Therapists Can Teach About Customer Retention

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…

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Added by Mike Esposito on August 18, 2016 at 8:09am — No Comments


Influencer
So You Think You Have Customer Loyalty Figured Out…Not So Fast!

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?

 

A…

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Added by Mike Gorun on August 16, 2016 at 7:00am — No Comments


Influencer
Auto/Mate Integrates DMS with Unotifi, Expanding Auto Dealers' Mobile Relationship Marketing and Customer Retention Abilities

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…

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Added by Mike Esposito on August 15, 2016 at 6:30am — No Comments


Influencer
Do you Value your Employees? Show Them!

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…

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Added by Mike Gorun on July 27, 2016 at 6:13am — No Comments


Influencer
When Being a Manager Requires Compassion

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.

A recent…

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Added by Mike Gorun on July 19, 2016 at 6:00am — No Comments


Influencer
Redefining Employee Engagement

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…

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Added by Mike Gorun on May 31, 2016 at 5:04am — No Comments


Influencer
How to Combat Loyalty Program Fatigue

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, all these programs and cards can have an unintended effect: customer loyalty fatigue.

 

Most consumers do still participate in their…

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Added by Mike Gorun on April 22, 2016 at 5:57am — No Comments


Influencer
Your Biggest Revenue Opportunity Is Closer Than You Think

It’s a well-known fact that retaining customers is less expensive and can be more profitable than acquiring new ones. The reality is essentially, customer churn keeps your dealership stationary. Many dealers blast sales messages across every medium possible – traditional, mailers, and digital; hoping that someone,…

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Added by Mike Gorun on March 29, 2016 at 5:00am — 1 Comment


Influencer
How Customer Experience Failures Effect Business

Whether it’s an unhappy customer in the service drive because the repair is taking too long; or a customer in sales for 4 long hours attempting to buy a car and less than happy as a result; or a customer making a post-purchase call to report issues with a vehicle they just purchased; dealership managers can sometimes…

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Added by Mike Gorun on March 22, 2016 at 5:55am — No Comments


Coach
How Convenient is Your Service Department?

It’s a well-known fact that consumers these days have a wide variety of choices for their automotive service needs. They can get their vehicle serviced at their dealership, independent service center, or at a local mechanic. Many even mix their choices up depending on the type of repair or service needed. It’s not…

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Added by Tony Orlando on March 21, 2016 at 4:22am — No Comments


Vendor
Training is Managing

When I first began selling cars my training consisted of: “This is the new car lot, this is the new car manager, this is the used car lot, and this is the used car manager. When you need to have a car appraised, you fill out this form and take it to this manager to approve and then you drive the car here. We will let…

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Added by Kit Rogers on March 18, 2016 at 4:30am — No Comments


Vendor
Bad Credit? Time to Roll out the Red Carpet

The car business is a people business. Because of that, dealerships see customers from a variety of backgrounds, income levels and credit histories. And, for a salesperson or manager, there’s nothing more disheartening than to spend a lot of time with a customer just to discover that they are credit challenged. Despite…

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Added by Paul Moran on March 11, 2016 at 6:08am — No Comments


Influencer
Are Your Salespeople Evergreen or Shedding Customers?

An excellent article on Customer Experience Insight shared an analogy that resonated with me as it can be applied to automotive salespeople. The article compares salespeople to trees and states that only 10 percent of…

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Added by Mike Gorun on March 8, 2016 at 5:53am — No Comments


Influencer
Win Customer Loyalty One Customer at a Time

In today’s environment, consumers demand more personal attention and expect tangible appreciation for their business. Loyalty programs, great customer experiences and expedient solutions to problems are no longer luxuries, but expectations.

 

Every loyal customer seems to have a different reason for why…

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Added by Mike Gorun on February 23, 2016 at 6:01am — No Comments

Communication is the Key to Profits

Very few sales managers would punish a salesperson upon receiving a complaint that they are calling, e-mailing or texting a customer too much. In fact, after assuring the customer that they will have the salesperson stop, that sales manager will probably follow up by giving the salesperson a high five. And, to ensure…

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Added by Chris Miller on February 19, 2016 at 5:41am — No Comments


Influencer
Know your Competition! What Independents Are Doing to Retain Customers

There is a constant stream of advice from industry experts concerning customer loyalty and retention. While most of the advice is on point, a large piece is typically missing in the bigger picture. In order to increase market share, businesses must be aware of what their competition is doing. Turning a blind eye to…

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Added by Mike Gorun on February 4, 2016 at 6:16am — No Comments


Vendor
The Long Arm of Loyalty

In the decades I’ve been in the automotive industry, I’ve rarely seen a dealerships compete on anything other than price.  After all, it’s pretty easy to compare pricing, especially with the advent of the internet.  Today, more than ever, the consumer has the ability to shop faster, further and with all the tools that…

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Added by Tom Cannata on February 4, 2016 at 6:04am — No Comments


Coach
Why the Fuss Over Customer Retention?

Our world is certainly changing. Due to technology and the ability to access incredible amounts of information, the consumer purchase cycle is completely different to that of just a decade ago. And, the dealership market area has changed too. Technology now enables dealerships on each coast to compete with each other…

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Added by Tony Orlando on January 21, 2016 at 4:11am — No Comments


Vendor
Why Giving Discounts to Your Regular Customers Makes Sense

Have you ever wondered about businesses that give discounts to regular, loyal customers—those who already expect to (and do) pay full price? After all, there’s a reason these customers are loyal: they obviously understand the value of superior service—so they should be paying full price,…

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Added by Alexia Henson on January 11, 2016 at 5:00am — No Comments

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