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All ADM Blog Posts Tagged 'retention' (181)

Don’t Confuse Repeat Customers with Loyal Ones

Today’s customers are fickle creatures -- one misstep and they never return. So, how is a dealership supposed to identify true customer loyalty if it can’t simply be judged by repeat business?

 

According to…

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Added by Mike Gorun on August 25, 2015 at 6:30am — No Comments

Is Giving Up Profit A Smart Path To Customer Loyalty?

A dealer in Washington state has taken a highly unusual - and unheard of - path to customer retention and loyalty.

According to…

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Added by Mike Gorun on August 10, 2015 at 9:00am — No Comments

Auto/Mate Does Business Differently; Focusing on Employee Happiness and Doing Right by its Customers

ALBANY, N.Y. – August 10th, 2015 – Auto/Mate Dealership Systems (http://www.automate.com) announced today the release of a new corporate video that reflects its new marketing initiative, "We Do Business Differently." The goal of the initiative is to raise awareness among auto dealers that Auto/Mate's consistent focus on employee happiness results in a better customer experience for its…

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Added by Mike Esposito on August 10, 2015 at 6:36am — No Comments

Going the Extra Mile to Earn Customer Loyalty

With brand loyalty at its highest point ever, it’s time to take a new look at customer loyalty within your own dealership.

According to IHS Automotive, as of the first quarter 2015, the automotive industry is sitting on a ten-year high of 52.8 percent in brand loyalty -…

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Added by Mike Gorun on August 4, 2015 at 4:00am — No Comments

How One Person Can Make A Difference: A Lesson in Customer Advocacy

While the public is constantly barraged with negativity pertaining to car dealers, there are many instances that go ignored or are simply passed over. Let’s face it… the media (and a lot of websites/industry blogs) are typically more focused on perpetuating the stereotype of dealers as the “bad guys.” There are…

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Added by Arnold Tijerina on July 28, 2015 at 7:30am — No Comments

Volvo’s Lifetime Parts Warranty Offer May Increase Service Business & Customer Loyalty

As reported by Automotive News, Volvo is rolling out a lifetime warranty on parts and labor for all vehicles serviced after the factory warranty at any Volvo dealership.…

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Added by Chris Miller on July 24, 2015 at 5:00am — No Comments

Would You Like White or Red Wine With Your Oil Change?

If you were to ask today’s consumers if they’d like to hang out at a car dealership, chances are that the majority would respond “no.” When consumers do visit a dealership to purchase a vehicle or get their vehicle serviced, many times the process can be longer than desired and is not always a great experience for the…

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Added by Mike Gorun on June 24, 2015 at 6:00am — 2 Comments

LeBron James & The Cleveland Cavaliers: A Story of Loyalty

There’s no better story about the perils of loyalty than that which played out in the summer of 2010. At the time, Lebron James was the most desired free agent in all of basketball. For the prior two seasons, he had been pressured by fans to announce whether he would stay with the Cavaliers, or leave for another team.…

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Added by Chris Miller on June 19, 2015 at 7:00am — No Comments

The Pursuit of Happiness: Creating Engaged Employees

Today's market dictates that to succeed as a dealer, you have to create a great customer experience. You have to provide value and give the customer a reason to come back. A great customer experience is now one of the strongest value propositions any dealership can use to increase customer loyalty and…

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Added by Richard Holland on June 18, 2015 at 5:00am — No Comments

Do You Know What Your Churn Rate Is? You Should.

“When Coca-Cola changed their secret formula in 1983, loyalists were outraged. Coca-Cola received 1,500 calls per day and more than 400,000 angry calls and letters. A psychiatrist Coke hired to listen in on calls told executives that customers sounded as if they were discussing the death of a loved one.” […

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Added by Mike Gorun on June 17, 2015 at 5:00am — No Comments

Service Dilemmas: What Would You Do? The Results

In a previous article, I provided two very real scenarios that occurred right before Memorial Day weekend and asked readers how they would have handled them. For convenience, I’ve repeated the scenarios again with the actual outcomes…

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Added by Richard Holland on June 11, 2015 at 5:30am — 1 Comment

1 Simple Change For Improved Automotive Landing Page Conversions

In late April, we looked into tactics that…

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Added by Byron Tyers on June 3, 2015 at 9:00am — No Comments

Once The Recall Repair Is Done, What Are You Doing To Keep The Customer?

You made the commitment to capture more recall work. You’ve done your due diligence by notifying your customers. You’ve obtained lists of in-market customers subject to recalls that haven’t been to your dealership before, and reached out to them.

You’ve spent the time and energy to really…

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Added by Chris Miller on June 3, 2015 at 5:00am — No Comments

Dealer Currency Helps Grow Gross Revenue on Every Sale While Retaining Customers

I recently had the pleasure to work with a very innovative dealer who implemented the concept of “dealer currency” in his dealership with great success. Dealer currency allows you to eliminate cash discounts on sales (in both Variable & Fixed Ops) by instead issuing a form of “dealer dollars,” redeemable anywhere…

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Added by Mike Gorun on May 20, 2015 at 5:00am — No Comments

Offer Value Above a Paycheck To Increase Employee Retention

Automotive News recently reported that FCA will offer free college tuition to all FCA dealership employees. It will begin immediately in the southeast region…

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Added by Richard Holland on May 7, 2015 at 5:00am — No Comments

GM Warranty Cuts: The Good and Bad News

An article last month in USA Today, revealed that General Motors plans to dramatically cut the warranty coverage on Chevrolet and GMC vehicles beginning with 2016 models. Additionally, GM is…

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Added by Richard Holland on April 9, 2015 at 6:00am — No Comments

Is Your Dealership’s Online Communication Strategy Driving Customers Away?

In 2015, your dealership’s online communication strategy is more important than ever. This year at Wellington Consulting Inc., 100% of our marketing campaign communications will utilize electronic channels. We strongly encourage dealerships to become increasingly focused on collecting email addresses of customers after vehicle delivery and during the maintenance service checkout process. Email provides an efficient and…

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Added by Byron Tyers on April 2, 2015 at 1:00pm — No Comments

Retention, Loyalty or Acquisition Marketing?

We all want new customers. And it’s certainly mandatory to retain a customer to create a loyal one. But how we market our dealerships is increasingly important -- as each form of marketing will deliver different results. The three terms: loyalty, retention and acquisition marketing, all have their own distinct…

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Added by Mike Gorun on March 26, 2015 at 6:00am — 1 Comment

Where Most Service Clinics Fail – And How To Ensure Yours Succeeds

Most dealers understand the importance of customer retention. They’re e-mail-blasting sales messages, sending direct mail, and their salespeople are combing over thousands of client records in their DMS, making phone calls to previous customers and orphan owners. The problem is that many dealers don’t realize that, all too often, those messages fall on deaf ears. Dealerships spend tons of money sending messages to customers that are mostly irrelevant because some vendor promised huge results…

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Added by Jamil Zabaneh on March 17, 2015 at 12:00pm — No Comments

How Customer Training Leads To Retention

With almost everything consumers purchase, there’s an owner’s manual or set of instructions for them to use.  For decades, car manufacturers have included an owner’s manual with new vehicles. Sadly, it is no secret that this tidy three hundred-page booklet is one of the least read publications produced in mass…

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Added by Richard Holland on February 26, 2015 at 5:30am — No Comments

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