Professional Community for Car Dealers, Marketing, Advertising and Sales Leaders
In a very interesting dynamic shift, consumers are increasingly changing how they want to interact with businesses for customer…
Added by Mike Gorun on January 23, 2018 at 7:00am — No Comments
In our fast-paced society, some of the things done just a short time ago to impress and retain customers no longer work. Today, business owners can’t always keep on top of the latest and greatest ways to keep their customers loyal. However, there is one thing that hasn’t changed much over the years – personal interaction without expecting immediate returns: a friendship of…Continue
Added by Mike Gorun on January 16, 2018 at 6:59am — No Comments
Added by Mike Gorun on December 4, 2017 at 7:30am — No Comments
Added by Mike Gorun on November 28, 2017 at 6:00am — No Comments
Added by Mike Gorun on August 8, 2017 at 7:00am — No Comments
Added by Mike Gorun on July 11, 2017 at 6:30am — No Comments
One of the advantages of Pre-Paid Maintenance Programs (PPM) is that they span the generational gaps. Regardless of which generation consumers happen to be in, none of them like surprise repairs, or other expenses. That’s why dealers focus on payments – and not price – when selling cars.
Consumers want fixed expenses. When it comes to millennials, they tend to…Continue
Added by Mike Gorun on February 21, 2017 at 5:52am — No Comments
Humans naturally crave interaction with other humans. However, as technology advances, there is an increasing push by companies to automate as much of their processes as possible. While this is understandable, as it saves on costs, the path technology is taking us down could prove to be a double-edged sword.
Think about all the automated technology that you DO…Continue
Added by Mike Gorun on October 28, 2016 at 6:56am — No Comments
Working retail in the auto industry can certainly be taxing. Salespeople work 60-70 hour weeks to make a paycheck. Sales managers do so while also having to manage the sales team, create multiple reports and handle a multitude of tasks -- and the service department is just as overloaded.
Not surprisingly, frequently the excuse, “there’s not enough time,” comes…Continue
Added by Mike Gorun on October 11, 2016 at 5:51am — No Comments
With the major shift into leasing certified pre-owned vehicles by several OEMs and major financial institutions, many dealers have predicted a decline in service contract sales. However, according to an article in Automotive News, they would be wrong…Continue
Added by Mike Gorun on September 20, 2016 at 5:55am — No Comments
You may think that simply because you offer an excellent customer experience, your customers will be loyal… but what is really happening? Is it possible that YOUR definition of a great customer experience differs from your customers?
Added by Mike Gorun on August 16, 2016 at 7:00am — No Comments
In a recent interview with Automotive News, Masahiro Moro, head of Mazda North American Operations, detailed Mazda’s plan to increase customer loyalty for both the OEM and its dealers. While his plan mostly revolves around vehicle quality and diversity, as…Continue
Added by Mike Gorun on May 10, 2016 at 5:32am — No Comments
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 and having to tell their story multiple times as they get…Continue
Added by Mike Gorun on March 15, 2016 at 8:15am — No Comments
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 customer service, consumers increasingly realize they are in…Continue
Added by Mike Gorun on February 9, 2016 at 6:46am — No Comments
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 pricing and marketing tactics of the dealership down the road…Continue
Added by Mike Gorun on February 4, 2016 at 6:16am — No Comments
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. You see, flying longer distances doesn’t necessarily equate…Continue
Added by Mike Gorun on January 7, 2016 at 6:57am — No Comments
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 builds a brand advocate who will continue to patronize your…Continue
Added by Mike Gorun on December 30, 2015 at 7:48am — No Comments
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 in the past has mostly been measured through surveys and CSI…Continue