Professional Community for Car Dealers, Marketing, Advertising and Sales Leaders
A recent Affinitiv survey of 1,000 automotive consumers reveals that dealerships are falling short when it comes to delivering personalized, online shopping experiences to customers. In the same study, we analyzed a sample of 100 dealer websites to better understand the current level of personalization that dealers are offering.
Why the focus…Continue
Added by Doug Van Sach on October 18, 2019 at 7:22am — No Comments
Retention is vital for long-term profitability and health. Some dealers coast along thinking they have retention covered, when, in fact, nothing could be further from the truth. Sure, offering a great customer experience in service can head you in the right direction. However, it is not just free coffee, donuts, or wi-fi access that bring customers back.…Continue
Added by Dan Beres on October 16, 2019 at 6:43am — No Comments
Several manufacturers, including Tesla, have rolled out some “innovative” features that include self-driving technology. At first glance, consumers like this type of vehicle technology because it typically means that these vehicles are fuel-efficient, use advanced technologically and are, frankly, cool. However, there are hazards involved with this advanced…Continue
Added by Dan Beres on September 19, 2019 at 7:24am — No Comments
Added by Courtney Evans on September 13, 2019 at 7:30am — No Comments
For those of you that know me, or if you have followed my blogs for a while, you probably know that customer service is a passion of mine. I genuinely…Continue
Added by Veronica Dunford on September 4, 2019 at 7:08am — No Comments
Lakeland, FL, September 3, 2019 - fusionZONE Automotive, LLC today announced the appointment of Adam Swanson as OEM Director. Swanson is a successful consulting executive with over ten years of experience at leading teams in enterprise-level automotive consulting strategy. He is also a specialist in…Continue
Added by Ed Barton on September 3, 2019 at 7:04am — No Comments
Have you ever seen a fellow motorist texting while driving? What about eating while driving? Putting on makeup? Turning around to yell at their kids? Yes, all of these happen (and more) daily. Sometimes, all it takes for an unfortunate accident to occur is for a driver to spill that boiling hot Starbucks on their lap while commuting.
Added by Dan Beres on August 30, 2019 at 7:26am — No Comments
A recent article from consulting giant Deloitte has added new importance to the role of retailer websites in the average consumer’s vehicle purchase journey. According to the results of its…Continue
Added by Graham Annett on August 29, 2019 at 7:13am — No Comments
If you ask a dealership GM or controller “What’s your marketing per vehicle retail (PVR)?” not only will you get a precise answer, but likely a dissertation on the drivers, trends and plans to optimize. That’s because auto retailers understand that marketing efficiency and effectiveness is the lifeblood of their new and used vehicle…Continue
Added by Scot Eisenfelder on August 23, 2019 at 7:24am — No Comments
Over the past few years, subscription services of all types have become increasingly popular with today’s consumers. Big names like Netflix and Amazon leverage them to offer optimized, often instantaneous access to their goods. Now, it’s the auto industry’s turn, with the rising popularity of vehicle subscriptions. These programs charge customers a monthly…Continue
Added by Jeff Giere on August 22, 2019 at 7:15am — No Comments
Community involvement has always shown a strong correlation with successful businesses. A study published in Strategic Management Journal found that philanthropy was associated with increased sales growth. A 2018 report by Nielsen Global…Continue
Added by Stephen Coambes on August 15, 2019 at 7:11am — No Comments
Customer experience and standing out from the competition by excelling at customer satisfaction is still very much a good business practice today. Time is valuable for today's busy consumers, and many dislike the vehicle service experience at dealerships because of long wait times.
Loaner cars and shuttles help, but they can end up making it…Continue
Added by Dan Beres on August 13, 2019 at 7:00am — No Comments
While it’s nice to have room in your shop’s schedule to handle walk-ins and other unexpected work, a service lane no-show isn’t the ideal way to get that extra time. Rather, no-shows throw everyone off and can take quite a toll on both your shop’s workflow and your bottom line.
Here are two holistic approaches to reducing no-shows…Continue
Added by Stephen Coambes on August 8, 2019 at 7:09am — No Comments
A recent article in Wards Auto shares results from a study of 6,200 dealerships conducted by analytics company Marchex. According to the survey, dealerships who use active listening techniques and build rapport with customers on the initial calls are the…Continue
Added by Dan Beres on August 2, 2019 at 8:11am — No Comments
One of the biggest hurdles dealerships face when attempting to create a personalized experience for every customer is breaking down their data silos. Data silos are common in virtually every auto dealership today. They…Continue
Added by Doug Van Sach on August 1, 2019 at 7:13am — No Comments
Would you like to hear a ridiculous, unbelievable ROI statement? Well, one luxury brand dealership integrated technician videos into its service processes and, in only seven days, made +$250K in customer pay recommended work revenue. In fact, 80% of all closed repair orders for the week had a technician video sent to the customer.
Added by Ujj Nath on July 19, 2019 at 7:23am — No Comments
In the automotive industry, the ability to earn a greater share of a customer’s spend is the key to driving higher customer lifetime value. To that end, many dealers utilize flawed retention strategies designed to achieve a minimum number of service visits rather than maximize the…Continue
Added by Doug Van Sach on July 18, 2019 at 7:07am — No Comments
Federal law currently prohibits dealerships from selling any new vehicle with an open safety recall to consumers. And now, Democratic Senators Richard Blumenthal (Democrat - Connecticut) and Edward Markey (Democrat - Minnesota) have reintroduced legislation that also prohibits the sale of used cars with open safety recalls, according to…Continue
Added by Dan Beres on July 17, 2019 at 7:00am — No Comments
Though every vehicle today comes with a recommended maintenance schedule from the manufacturer, many consumers don’t follow them.
What’s worse, some may not even know they exist! We recently surveyed 1,000 auto dealer customers and found that younger generations are less…
Added by Jeff Giere on July 11, 2019 at 7:30am — No Comments
In a quick review of dealership’s websites, I find that many are almost entirely sales focused and tend to neglect the one department that brings the most significant percentage of profit… service.
Go ahead. Take a look at a few dealership websites. Service tends to be the…
Added by Ed Barton on July 11, 2019 at 7:00am — No Comments