Professional Community for Car Dealers, Automotive Marketers and Sales Managers
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…Continue
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…Continue
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…Continue
Added by Mike Gorun on July 15, 2014 at 6:00am — No Comments
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…Continue
Added by Jon Lamb on June 5, 2014 at 6:22am — No Comments
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:
Ability to address these questions in…Continue
Added by Gregg Manson on June 3, 2014 at 1:00pm — No Comments
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…Continue
Added by Scott T. Joseph on May 29, 2014 at 5:05am — No Comments
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…Continue
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…Continue
Added by Richard Holland on May 22, 2014 at 4:01am — No Comments
Added by Gregg Manson on May 19, 2014 at 2:37pm — No Comments
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…Continue
Added by Mike Esposito on May 7, 2014 at 9:13am — No Comments
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…Continue
Added by Mike Esposito on May 5, 2014 at 7:41am — No Comments
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…Continue
Added by Richard Holland on April 24, 2014 at 5:00am — No Comments
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…Continue
Added by Mike Gorun on April 8, 2014 at 10:36am — No Comments
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…Continue
An interesting article on the Forbes website shared the results of a recent study by Deloitte Global Human Capital Trends. The study was the result of an extensive…Continue
In a world filled with loyalty programs, it’s always interesting when I talk to a dealership that harbors doubts. The cost involved in having a loyalty program is minimal compared to the revenue generated. However, at times it seems as if dealers are intimidated by the effort it would take to…Continue
Added by Mike Gorun on March 18, 2014 at 7:30am — No Comments
Even if you don’t believe, as I do, that high sales staff turnover is the number one issue facing the auto industry today; we certainly can agree it is right at the top of the list. There is not one positive thing that happens at our dealerships as a result of high turnover, and the benefits of low sales turnover are so obvious that I don’t need to list them.
High sales turnover has completely undermined training efforts. It creates the mental attitude amongst many managers…Continue
you will see my name “SANSONE” etched into my new Cutco Cutlery set. What’s amazing to me is that I didn’t think I needed a new set of knives, I certainly didn’t have any difficulty cutting my last steak.
So why do I own them ???? Because Cutco is smart…Continue
Imagine having customers so loyal that they are willing to pay you just to do business with your dealership. Do you think a customer that makes an investment in your loyalty program would be more or less likely to remain loyal to you and your brand? Three companies have successfully managed…Continue
Added by Mike Gorun on February 1, 2014 at 5:26am — No Comments
1) It's 6-7 times more expensive to acquire a new customer than to keep an old one - White House Office of Consumer…Continue
Added by Mike Esposito on January 22, 2014 at 9:31am — No Comments