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Mike Gorun's Blog Posts Tagged 'service' (50)

Incredible Acts of Customer Service Inspire Incredible Customer Loyalty

What’s the most incredible act of customer service you have ever performed for a customer, and did it inspire their undying loyalty? In this story by Peter Shankman, he recounts how after a long travel day he boarded a plane, tired and hungry. As a joke, he tweeted out to Morton’s steakhouse to please have a Porterhouse waiting for him at the airport when he landed. Of course he was not…

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Added by Mike Gorun on May 30, 2012 at 10:11am — 6 Comments

Clever iPad Promotion and New UltraCare PPM Program Helps Hare Chevrolet Crush Aftermarket Service Shop Competition.

I have been doing regular blogs about successful promotions in dealerships that come to my attention. In this blog I wanted to let you know about a Prepaid Maintenance Plan (PPM) promotion that was extremely successful at Hare Chevrolet.

 

Hare Chevrolet has improved customer retention and increased its Customer Pay RO count by 12% since instituting a dealer branded Prepaid Maintenance Program (PPM) earlier this…

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Added by Mike Gorun on May 22, 2012 at 12:56pm — No Comments

Build Loyalty with Five Metrics: #5—Member Repurchase Intent

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 final blog in a five-part series where I explain how loyalty programs improve each of these metrics. Last week I touched on retail…

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Added by Mike Gorun on May 15, 2012 at 4:01pm — No Comments

Build Loyalty with Five Metrics: #4—Retail Member Spend

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 fourth blog in a five-part series where I explain how loyalty programs improve each of these metrics. Last week I touched on service…

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Added by Mike Gorun on May 8, 2012 at 2:21pm — No Comments

Build Loyalty with Five Metrics: #2—Sales-to-Service Conversion

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…

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Added by Mike Gorun on April 24, 2012 at 11:03am — No Comments

Build Loyalty With Five Metrics: #1—Marketing Responsiveness

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…

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Added by Mike Gorun on April 17, 2012 at 3:19pm — No Comments

What do Dealers Have to Say About Their Service Rewards Programs?

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…

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Added by Mike Gorun on April 10, 2012 at 12:51pm — No Comments

Is Your Dealership A Customer Service Champion?

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…

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Added by Mike Gorun on April 3, 2012 at 11:04am — No Comments

How Generation Y Will Reshape Customer Loyalty

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…

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Added by Mike Gorun on December 27, 2011 at 9:28am — No Comments

Maximize Revenue Opportunities During the Busiest Week of the Year

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…

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Added by Mike Gorun on December 20, 2011 at 10:35am — No Comments

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