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All ADM Blog Posts Tagged 'retention' (147)

Going Beyond All-You-Can-Eat In Loyalty

When consumers think of loyalty programs, they typically think of racking up miles, or frequenting a business in exchange for rewards, perks or freebies. No matter what business you patronize, there is a good chance that it is offering some sort of loyalty incentive. In fact, many argue that loyalty programs are so…

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Added by Mike Gorun on October 24, 2014 at 5:30am — No Comments

Brand and Dealer Loyalty – a Fine Balance?

Think about the last time you visited a business such as McDonald’s, Target, or a 7-11.  Now, think about the store itself – did you select the store because of convenience, or because you were dedicated to a specific location?  Sometimes the answer is both, but more often…

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Added by Amy Scott on October 23, 2014 at 6:00am — No Comments

There’s Always Time to Do It Right!

You don’t have to live in a bustling city to see that people are in a hurry.

Compared to even ten years ago, it seems that everyone is in a rush to get something done fast and with as little inconvenience as possible. The reality is - people have less time, which…

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Added by Richard Holland on October 23, 2014 at 5:30am — No Comments

AutoLoop Welcomes Sales Rep Sean Donovan

Clearwater, FL--October 21st, 2014--AutoLoop LLC, a leading developer of sales-generation and customer-retention software for auto dealers, today announced the addition of Sean Donovan as Sales Representative for western North America. Donovan brings nearly 20 years of automotive marketing,…

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Added by Graham Annett on October 21, 2014 at 10:34am — 1 Comment

Am I Really A VIP?

I had just finished reading this article on marketsoft.com about customer loyalty, when a business associate told me about a similar situation that happened to him. In his mailbox was a glossy, oversized postcard offering a…

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Added by Mike Gorun on October 17, 2014 at 6:00am — No Comments

When the Economy Is Good Is When We Must Shine!

A recent article on Science20.com, explains how customers will be less focused on price and will emphasize the customer service experience when the economy is going well.  However, when the economy…

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Added by Richard Holland on October 9, 2014 at 4:30am — No Comments

Less Complaints Don’t Always Equal Increased Customer Satisfaction

It sounds backwards, at first, but when was the last time you asked your customers for a complaint or some constructive criticism?  If you’re like most dealerships, you’re doing everything you can to avoid complaints and negative reviews. In the past, you may have even ignored customers that voiced a complaint.…

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Added by Mike Gorun on October 7, 2014 at 5:30am — No Comments

Empowered Employees Bring Higher Levels of Customer Service

“The customer is always right” has been the trademark phrase used by businesses in the United States for decades.  By and large, most reputable businesses believe this philosophy to some degree, and put policies and procedures in place to make sure that their customers are treated fairly and effectively…

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Added by Richard Holland on September 26, 2014 at 6:30am — No Comments

Do Your Vendors Deserve Your Loyalty?



I'd like to have a heart-to-heart with dealers and high-level managers at dealerships, because I am genuinely curious about something. You are all focused on customer loyalty these days, as you should be. It takes genuine effort to earn--and keep--a customer's loyalty. You implement best practices, train…

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Added by Mike Esposito on September 23, 2014 at 12:30pm — 3 Comments

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

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