Professional Community for Car Dealers, Automotive Marketers and Sales Managers
Added by Mike Gorun on June 20, 2017 at 6:49am — No Comments
Added by Mike Gorun on June 13, 2017 at 6:41am — No Comments
Added by Mike Gorun on June 6, 2017 at 6:37am — No Comments
Added by Mike Gorun on May 30, 2017 at 7:27am — No Comments
Well, according to a recent interview in Automotive News, North American chief for Mazda, Masahiro Moro, thinks it is… However, in the article he states that…Continue
Added by Mike Gorun on May 23, 2017 at 6:59am — No Comments
Customer experience is increasingly important in business. Retail shops now compete for customer wallets with behemoths such as Amazon. As a result, stores now have to prove to customers they will receive a superior experience more valuable than the convenience of clicking a button to have their product show up…Continue
Added by Mike Gorun on May 16, 2017 at 5:41am — No Comments
As consumers increasingly shift their shopping online, choosing to skip visits to traditional retailers, it’s become difficult for businesses to get that all important relationship-building face-to-face time.
In the automotive industry, a similar shift is happening. Industry disrupters are taking the…Continue
Added by Mike Gorun on May 2, 2017 at 6:56am — No Comments
At the recent Adobe Summit, executive vice president and general manager, Brad Rencher, advised businesses that if they wish to survive in the future, they have to become “experience…Continue
Added by Mike Gorun on April 25, 2017 at 6:49am — No Comments
In the wake of the backlash from the recent United Airlines incident, it has been widely reported that many airline CEO’s salaries are, at least in part, connected to customer satisfaction scores. In the case of United’s CEO Oscar…Continue
Added by Mike Gorun on April 18, 2017 at 5:30am — No Comments
The title of this blog post originated from a thought-provoking interview with Chad Mitchell, senior director of digital communications at Walmart. In the interview he lays out a philosophy that every industry – especially…Continue
Added by Mike Gorun on April 11, 2017 at 6:30am — No Comments
It’s no surprise that Disney has created one of the largest groups of loyal customers in the world. Of course, this isn’t by accident. Everything Disney does is by design. According to an…Continue
Added by Mike Gorun on April 4, 2017 at 6:45am — No Comments
A recent article in Automotive News tells the story of Carlos Liriano, a car dealer from New Orleans who migrated his dealership to Texas and brought with him a passion – gumbo. Initially, it started as a way…Continue
Added by Mike Gorun on March 28, 2017 at 7:04am — No Comments
It’s a logical conclusion that customer retention and loyalty are important to the survival and growth of any dealership, yet many dealers focus on growth by intangible metrics, simply looking at numbers – 100 units last month vs. 125 this month, or $125,000 in service revenue last month vs. $175,000 this…Continue
Added by Mike Gorun on March 21, 2017 at 7:34am — No Comments
Customer experience has become an industry “buzz term” of late when talking about customer acquisition and building loyalty. Most of the time, the focus is on the small things that turn a customer off -- attitudes, inefficient processes, or other such actions. But what happens when, well, everything goes…Continue
Added by Mike Gorun on March 15, 2017 at 6:29am — No Comments
An associate of mine recently told me an interesting story about their 75-year-old father, who purchased an import, rather than a domestic vehicle, for the first time in over 60 years. This was sometime around 2010.
When it was time to replace his domestic minivan, the first thing my associate’s father did was…Continue
Added by Mike Gorun on March 7, 2017 at 6:32am — No Comments
When it comes to customer loyalty programs, customers like to feel appreciated and recognized for their loyalty. And, if they are not, it doesn’t take much to turn them away from being loyal customers into brand advocates.
I recently came across an interesting story about an Uber customer who wrote an…Continue
Added by Mike Gorun on February 28, 2017 at 5:37am — 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.
Added by Mike Gorun on February 21, 2017 at 5:52am — No Comments
In the automotive industry, as in all others, no matter whether you’re in a dealership or work as a vendor, you’re most likely part of a team.
Sometimes the people on your team (or perhaps, even you) neglect an important detail or fail at something important. When this happens, it can…
Added by Mike Gorun on February 14, 2017 at 6:00am — No Comments
A recent McKinsey podcast shared that when it comes to loyalty programs, a large part of the population is being ignored: elderly customers.
The podcast featured Jaana Remes,…Continue
Added by Mike Gorun on February 7, 2017 at 5:44am — No Comments
In the world of customer experience, retention and loyalty, a lot of focus is placed on customer satisfaction. The general thought process is that the better the customer experience on a consistent basis, the more likely a customer is to continue to do business and remain loyal.
However, according to…Continue
Added by Mike Gorun on January 31, 2017 at 5:46am — No Comments