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Mike Gorun's ADM Blog (227)

A Successful Rewards Program Should Not Be All About Rewards

Let’s face it, for every 10 businesses that exist, 9 have some sort of rewards program. While they used to be novel and exciting, customers are …

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Added by Mike Gorun on August 16, 2017 at 6:42am — No Comments

When It Comes to Customers Don’t Judge a Book By Its Cover

Almost every salesperson or manager tha…

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Added by Mike Gorun on August 8, 2017 at 7:00am — No Comments

The State of Customer Loyalty

Colloquy just came out with its…

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Added by Mike Gorun on July 25, 2017 at 6:54am — No Comments

Don’t Let Digital Data Trump the Human Touch

Businesses large and small use data to learn and then make decisions about their customer’s behavior. However, be warned, as decisions based solely on data alone can sometimes not be the best… as was the case with a Denver Broncos season ticket holder.

In a …

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Added by Mike Gorun on July 18, 2017 at 6:51am — No Comments

Make a Difference in your Community – Customers Love it!

When it comes to community service, car …

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Added by Mike Gorun on July 11, 2017 at 6:30am — No Comments

What Happens When Company Culture Breaks Down?

Unless you’ve been hiding under a rock, you’ve undoubtedly heard about all the chaos that’s been happening at Uber. What began as a …

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Added by Mike Gorun on July 6, 2017 at 6:29am — No Comments

Is Amazon’s New Patent Terrible or Brilliant for Customer Loyalty?

Amazon was recently awarded a patent that has caused quite a stir amongst consumers and retailers. The patent, originally applied for way back in 2012, details a method for “redirecting, or otherwise controlling customers' attempts to…

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Added by Mike Gorun on June 27, 2017 at 6:46am — No Comments

The End May Matter More Than The Beginning

The business world – and the automotive industry – has started to see…

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Added by Mike Gorun on June 20, 2017 at 6:49am — No Comments

What’s Your Company’s Fidget Spinner?

The most popular “thing” on the…

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Added by Mike Gorun on June 13, 2017 at 6:41am — No Comments

Make Sure Your Customers Complain

An interesting title for a blog, I know. But an…

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Added by Mike Gorun on June 6, 2017 at 6:37am — No Comments

Become the Reference Point in Your Industry

We all have reference points. When someone asks you, “What’s the best steak you’ve ever had?” you have an answer. In fact, not only do you have an…

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Added by Mike Gorun on May 30, 2017 at 7:27am — No Comments

Is 2 Percent Good Enough for You?

Every dealer wants a nice healthy portion of their market share. But what if it was only 2 percent? Would that be good enough? Probably not.

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…

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Added by Mike Gorun on May 23, 2017 at 6:59am — No Comments

5 Things That Make a Great Customer Experience

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…

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Added by Mike Gorun on May 16, 2017 at 5:41am — No Comments

Clever Interactions with Customers Create Customer Loyalty

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…

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Added by Mike Gorun on May 2, 2017 at 6:56am — No Comments

Why the Least Interesting Thing for Consumers Will Be to Drive a Car

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…

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Added by Mike Gorun on April 25, 2017 at 6:49am — No Comments

Customer Satisfaction Failures Can impact your Wallets

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…

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Added by Mike Gorun on April 18, 2017 at 5:30am — No Comments

Go Fast and Break Things

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…

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Added by Mike Gorun on April 11, 2017 at 6:30am — No Comments

Porsche Plans to Bring some Disney Magic to its Dealerships

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…

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Added by Mike Gorun on April 4, 2017 at 6:45am — No Comments

How One Dealer’s Gumbo Attracted His Community

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…

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Added by Mike Gorun on March 28, 2017 at 7:04am — No Comments

Do You Really Know Why Your Dealership is Growing?

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…

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Added by Mike Gorun on March 21, 2017 at 7:34am — No Comments

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