Dealerships with the most effective loyalty programs drive results in five key areas: marketing responsiveness, sales-to-service conversion, service visitation, retail member spend and member repurchase intent.
This is the second blog in a five-part series where I explain how loyalty programs improve each of these metrics. Last week I touched on… Continue
Added by Mike Gorun on April 24, 2012 at 11:03am —
Dealerships with the most effective loyalty programs drive results in five key areas: marketing responsiveness, sales-to-service conversion, service visitation, retail member spend and member repurchase intent. This blog will address the first of these: marketing responsiveness.
In a recent study, we tracked 14.8 million loyalty-based marketing communications and matched those communications to specific labor operation codes in the dealerships’ service DMS. Here are the… Continue
Added by Mike Gorun on April 17, 2012 at 3:19pm —
My unofficial definition of attention (before I go look it up in the dictionary) is something like this: ‘any action that’s purpose is to generate a response from an intended or unintended recipient.
Now, dictionary.com’s definition- “at•ten•tion: the act or faculty of attending, especially by directing the mind to an object. “ I guess I didn’t do so badly, but I really think the second… Continue
Added by Mark Peterson on April 13, 2012 at 8:38am —
Don’t you think there is too much waiting going on? I don’t mean the kind of waiting we do for a burger at the local drive thru or waiting for the mail to arrive.
And it’s not the other kind of waiting we do these days “plugged in” as we are.
Heck, we all know that in this… Continue
Added by Leonard Buchholz on April 11, 2012 at 7:00am —
Two weeks ago I posted a blog on this site detailing hard facts, numbers and results from dealerships’ loyalty programs. But sometimes facts aren’t enough and dealers want to hear what other dealers are saying.
In our latest ebook, titled “The Hard Facts and Financial Impact Report: Auto Dealership Loyalty Programs & The Effects They Have on Profitability,” we… Continue
Added by Mike Gorun on April 10, 2012 at 12:51pm —
A couple of weeks ago, J.D. Power and Associates released a report titled “Beyond Satisfaction: J.D. Power 2012 Customer Service Champions—Brands That Deliver Service Excellence to Maximize Business Results.” The report concluded that consumers prefer brands with excellent customer service and don’t always focus on the lowest price. Auto related brands identified as “Champions” include Cadillac, Jaguar, Lexus and MINI.
Why is customer satisfaction important? J.D. Power… Continue
Added by Mike Gorun on April 3, 2012 at 11:04am —
DMEa’s “Marketing Success in a Changing Service Loyalty Landscape” findings include:
- Loyalty programs are not just for loyalists: Over 25% of “swing loyalists” and disloyalists would participate
- Communicate! Most customers want to hear from service providers AT LEAST once every 3 months, including 70%+ of dealer and aftermarket chain loyalists
- 2 in 3…
Added by Crystal Hartwell on March 28, 2012 at 6:57am —
R this and R that. Which one is the right R for our Dealership? If we concentrate on ROI, what do we lose in ROR? Is it possible to have too much focus on ROR?
Wait. I didn’t explain what I am talking about very well. Ok. ROI is referring to Return On Investment. This “Investment” can be anything. Time, Money, Parts, Labor…anything. And when we… Continue
Added by Leonard Buchholz on March 23, 2012 at 7:30am —
Added by Leonard Buchholz on March 20, 2012 at 7:30am —
Added by Leonard Buchholz on March 16, 2012 at 9:00am —
DMEautomotive releases service market loyalty white paper and new demographic findings:
- Auto service loyalty now pivots around age: roughly half of aftermarket chains loyalists are under 34, while around half of dealer loyalists are 50+.
- Dealership loyalists from the over-70 segment exiting market would represent $3.4 billion loss.
- Aging vehicle fleet favors aftermarket: dealerships lose 47% of…
Added by Crystal Hartwell on March 5, 2012 at 6:01am —
In the movie “Groundhog Day,” Bill Murray had to learn how to be a nice person and help other people (and genuinely mean it) before he won the girl and got his life on track. Only then could he escape the eternal blaring of the alarm clock that woke him up to re-live Groundhog Day, over and over and over…
Much like Bill Murray, many car dealers are also re-living Groundhog Day. Every day many dealers wake up determined to improve their bottom line. Cut costs. Increase profits.… Continue
Added by Mike Esposito on February 2, 2012 at 10:23am —
Digital Dealer Workshops Houston Texas 01/17/2012
Workshop Tracks Include: Automotive e-Commerce; Social Media & New Technologies; Sales, Process & Fixed Operations; and Websites, Marketing & Analytics
Dealer Communications, the leading multi-media information source for automotive dealers and managers, will hold a one-day… Continue
Added by April Rain on December 28, 2011 at 4:40am —
Representing more than 1.7 billion consumers worldwide, of which 77 million are in the US, the so-called ‘Millennial’ generation (aka. ‘Generation Y’) is presenting marketers with some new challenges and changes as it comes of age and takes the reins of the global consumer economy, according to a study by Aimia (formerly Groupe Aeroplan).
To compare the attitudes and behaviors of Millennials (born between the… Continue
Added by Mike Gorun on December 27, 2011 at 9:28am —
The week between Christmas and New Year’s is a busy time of year for many auto dealers. It can be challenging for salespeople to keep up with all the showroom traffic, but that’s no excuse to let extra revenue opportunities fall through the cracks! While the customer is still engaged at the sales desk is the perfect time for a salesperson to boost revenue with the following programs:
Pre-Paid Maintenance Program: What… Continue
Added by Mike Gorun on December 20, 2011 at 10:35am —
Come join N-Motion Auto Transport and SRS Racing at Felix 55 for an event to remember. Wine & Rides in the Village is Houston’s newest and hottest car show. While offering a mix of some of the most exotic cars and finest wines, everyone can get a little taste of the high life. Felix 55, one of the Village’s premier wine bars, is hosting this exclusive gathering and will be offering a wide array of food, drinks, and entertainment. We cordially invite everyone to come out and start the… Continue
Added by Joshua Boyle on November 29, 2011 at 2:00pm —
What Is Online Chat and How Is It Helpful to Visitors?
Your dealership’s website has a contact form and phone number, but does it have an online chat function? If it doesn’t, then you’re missing out on the newest way to engage online car buyers. Since people visit your website at different times during the day, they’re not always ready to call or submit information… Continue
Added by Mina K. on October 27, 2011 at 2:00pm —
With positive results from being on both sides of the fence when it comes to Vendor / Client relationships I am most confident I found the right answer for hiring right.
How many times, as a client, have you called your vendor for an unresolved issue, strategy, etc; and you receive a rep that has no idea on how to really grasp your reasoning of needs?
Does your service reps as… Continue
Added by Jennifer Schrader on October 21, 2011 at 9:34am —
My experience at the 11th Digital Dealer Conference and Exposition was full of firsts. It was my first conference. It was my first time in Vegas. It was my first time gambling (and winning)! It was my first time hanging out in casual situations with my company’s President and head of sales. Needless to say, the “virgin” jokes got really old really fast.
However, it was not the first… Continue
Added by Justin Braun on October 13, 2011 at 9:00am —
You're Invited! The Roundtable, hosted by Tom Kain and John Miller of AutoDealerTarget is broadcast live each Tuesday night at 10pm EST. Once a week Tom & John will spend one hour on a Google+ Hangout with special guests from the automotive industry and dealership professionals in a roundtable setting, sharing great ideas, best practices and learning from many of the most successful and brightest minds in our industry. When: Tuesday Oct 11, 2011 - 10:00PM EST Place: Google Hangout, Live… Continue
Added by John Miller on October 10, 2011 at 10:47pm —