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All ADM Blog Posts Tagged 'service' (20)


Vendor
Spring Tune Up for Service Centers

Spring has sprung! Temperatures are heating up, flowers are blooming, and most importantly, consumers are gearing up to spend more time outside. 

Yahoo recently …

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Added by Katie Barth on March 25, 2016 at 9:43am — 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


Influencer
Are We Sacrificing Customer Experience for Efficiency?

It’s inevitable. Businesses grow and, as they do, many look for ways to automate processes. Dealerships do it with auto-responders. Many companies have automated phone trees which circle you around pressing 1s, 2s and 3s, driving you mad as you can never reach a live person for help. Customer service inquiries are responded to…

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Added by sara callahan on March 17, 2016 at 6:00am — No Comments


Influencer
They’d Rather Clean a Toilet than Talk to You

In this age of always-connected consumers seeking instant gratification 24 hours per day, consumer engagement and the customer experience are more important than ever in order to earn that elusive thing: Customer Loyalty. Consumers are more independent than ever before. They’re tired of chasing automated phone systems…

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Added by Mike Gorun on March 15, 2016 at 8:15am — No Comments

Don’t Let Poor CSI Make You Afraid of Recall Customers

Automotive recalls present an opportunity to maintain and improve dealer and brand integrity while winning back lost customers and attracting new customers that typically do not service at a factory-certified dealer. Historically, however, recalled vehicle owners have been viewed as a nuisance by dealership personnel.…

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Added by Chris Miller on March 4, 2016 at 5:23am — No Comments


Influencer
This Week in Social Media

News for the Week of 2.25 

Facebook Reactions Are Here!



Facebook has been telling us about this enhancement, and now it’s finally here. Rather than simply clicking the little thumbs-up to like a post, users have …

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Added by Joey Little on February 25, 2016 at 2:09pm — 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


Vendor
The Cross-Media Approach: Are We Practicing What We Preach?

When I look at advertising strategies in our industry, one of the most consistently missed opportunities I see is dealerships who are trying to save money by marketing to all their customers through email, and only sending mail to customers without an email address on file.

These dealers often ask me,…

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Added by Alexia Henson on February 12, 2016 at 10:56am — No Comments


Influencer
What Do Consumers Want in Exchange for Their Loyalty?

It’s getting more difficult to earn and keep loyal customers. Consumers these days have so many choices for their shopping needs that it only takes that deep discount, or shiny bauble, to lure them to your competition.

As businesses scramble to create positive customer experiences by ensuring superior…

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Added by Mike Gorun on February 9, 2016 at 6:46am — No Comments

Recalls and the Connected Car: Is In-Vehicle Technology the Answer?

Today’s cars come with very sophisticated technology, including live navigation with traffic and obstacle reports, collision avoidance systems, cell phone integration and wireless connectivity. Automakers are now investigating how they can leverage this technology to communicate any vehicle issues to vehicle owners.…

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Added by Chris Miller on February 5, 2016 at 4:58am — 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


Influencer
Use Video to Increase Service Upsell

It’s widely known that video walkarounds, email responses and other types of video attract more attention from car buyers and better engage them once they reach out to you. But, one of the biggest mistake I see most dealerships make is to neglect the service department in their video marketing…

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Added by Timmy D. James on January 28, 2016 at 6:15am — No Comments

Getting Your Car Serviced - How to Keep Your Vehicle Performing Optimally

Your car requires regular service and maintenance if you want it to run properly. Most people don’t take adequate care of their car. They just keep driving it without bothering to get it serviced or inspected. That is one of the main reasons why so many cars break down right in the…

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Added by Rahul Paul on January 20, 2016 at 12:30am — 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


Influencer
Customer Experience is King

Competition for air travel is fierce. Especially when it comes to wooing business travelers. An interesting fact that recently came to light is that the most desirable customers are not necessarily those that have flown the most miles. Airlines have realized this and have changed how rewards and statuses are earned.…

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Added by Mike Gorun on January 7, 2016 at 6:57am — No Comments


Influencer
Own Your Way to Customer Loyalty

Earning customer loyalty in today’s society is especially tricky. As almost every retailer now has a loyalty program, it’s difficult to stand out and make your customer truly feel special and appreciated. Earning loyalty isn’t simply about giving something away. It’s about creating and nurturing a relationship that…

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Added by Mike Gorun on December 30, 2015 at 7:48am — No Comments


Coach
Make your Service Department the Cinderella Story

In most dealerships, the sales department is typically seen as the favorite child, despite the fact that it’s typically the service department that does all the heavy lifting and keeps the house in order. Because of that, sales is usually where new technologies, website widgets, leads and other digital expenditures…

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Added by Tony Orlando on December 28, 2015 at 6:34am — 1 Comment


Influencer
The ROI of Customer Experience

An interesting study conducted by MaritzCX and published on CustomerThink relays how dealers should care about – and invest in – the creation of a better customer experience in their stores.

 

While customer experience can be vague, and…

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Added by Mike Gorun on December 22, 2015 at 6:26am — 2 Comments

Is RedCap the Answer to Increased Service Revenue & Customer Satisfaction?

A recent article in Automotive News highlighted a start-up seeking to help dealers offer loaner cars and delivery/pick-up services without the additional expense of staff. RedCap Automotive…

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Added by Chris Miller on December 18, 2015 at 5:30am — No Comments

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