Professional Community for Car Dealers, Automotive Marketers and Sales Managers
There’s a big push in our industry right now to bring as much of the car buying process online as possible. Startups are entering the space believing that consumers want this ability and automotive vendors of all sizes are creating products to facilitate that.
However, some dealers are afraid to adopt…Continue
Added by Mike Gorun on October 18, 2016 at 6:59am — 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.
Added by Mike Gorun on October 11, 2016 at 5:51am — No Comments
A recent article in Automotive News reports that the three-year employee retention rate at dealerships reached a new low, dropping by 2%.
Have you ever tried to call a dealership – whether it’s to inquire about a vehicle or schedule a service appointment – just to get placed on eternal hold or thrown into someone’s voicemail? Many consumers have and, just like you, they don’t like it.
People are busy. When they pick up the phone to…Continue
Added by Mike Gorun on September 27, 2016 at 6:07am — 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…Continue
Added by Mike Gorun on September 20, 2016 at 5:55am — No Comments
Tom Hawkins, Dealer Principal of Hawkins Chevrolet in Fairmont, MN, a cornerstone of his local community, was searching for a way to provide even more support to his local area. He reached out and identified an area that had both a…Continue
Added by Mike Gorun on September 13, 2016 at 6:34am — No Comments
Many businesses, including the automotive industry, have a strong focus on creating a better customer experience through technology. In fact, technology has transformed the customer experience across all industries. Consumers can buy a multitude of products online and have them delivered, in some cases, in an hour.…Continue
Added by Mike Gorun on September 6, 2016 at 6:46am — No Comments
Loyalty programs are nothing new to retail. In the beginning, most consisted of simple punch cards or other basic means of tracking customer transactions. As technology improved, many programs became digitized with key tags, cards and other ways for retailers to keep track of these transactions, aside from purely…Continue
Added by Mike Gorun on August 30, 2016 at 5:30am — No Comments
Customer loyalty is something every business needs and desires. Some companies are spectacular at accomplishing it, while others struggle.
According to a study by DMA, perhaps we’re missing an important fact… not all loyal customers are the same.
DMA’s “Customer Engagement 2016” study, takes customer loyalty a little further. It narrowed the pool…Continue
Added by Mike Gorun on August 26, 2016 at 6:00am — 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
If you’ve ever worked in automotive retail, you know that there are constant internal struggles going on between employees and their departments. The structure of most dealerships actually encourage this – similar to how a salesperson’s pay plan incents them to sell cars.
The most obvious friction…Continue
Added by Mike Gorun on August 9, 2016 at 10:30am — No Comments
A little over a year ago, the founder of a credit card payment processing company made an unorthodox move that resulted in some very mixed reactions and a whole lot of media attention. Dan Price, founder of Gravity Payments, cut his own salary by 93% (from $1 million to $70,000 per year). He did this so he could pay…Continue
Added by Mike Gorun on July 27, 2016 at 6:13am — No Comments
The retail automotive world demands a lot, including long hours, working holidays and little flexibility in schedule. Most dealerships require 1 or 2 “bells” per week, (working open to close) and don’t include many weekends off, as Saturday and Sunday are typically busy days, when consumers have time to shop for a vehicle.
Added by Mike Gorun on July 19, 2016 at 6:00am — No Comments
This common saying is certainly one that everyone knows. And, whether it’s true or not, has endured time. Why? Because someone cooking for you is an intimate act that is satisfying and elicits fond memories. In essence, this act accomplished on a regular basis is supposed to be the recipe (pun intended) to win the…Continue
Added by Mike Gorun on June 30, 2016 at 6:45am — No Comments
The intention of a loyalty program is to show your customers that they are appreciated and encourage them to choose your business over any competition. These programs can create value and generate lifetime relationships with customers -- as long as the experience remains consistently…Continue
Added by Mike Gorun on June 20, 2016 at 7:07am — No Comments
While car dealerships aren’t necessarily held in high regards by consumers, there are many dealers out there that are pillars of their community. Big hearted philanthropists who understand the sense of community and the importance of being involved. A great example of this – and the impact it has had on the community…Continue
Added by Mike Gorun on June 14, 2016 at 5:27am — No Comments
All humans have feelings and those feelings can absolutely affect their decisions in life, including any products purchased, where they buy them and to which companies they are loyal. Large companies know this and realize that corporate social responsibility programs are important to brand image, customer sentiment…Continue
Added by Mike Gorun on June 8, 2016 at 5:37am — No Comments
There have been countless studies about employee engagement and how, when engaged, employees tend to be happier, more productive and deliver a better customer experience. With a 70 percent annual turnover rate in sales, this is an area that the auto industry – at least on the sales side – has a problem with. Don’t…Continue
Added by Mike Gorun on May 31, 2016 at 5:04am — No Comments
While your customer has consistently serviced their vehicle with you, when they get that $19.95 oil change coupon from your competition, will it go in the trash, or will they choose to take advantage of it and defect to the…Continue
Added by Mike Gorun on May 17, 2016 at 5:00am — 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…Continue
Added by Mike Gorun on May 10, 2016 at 5:32am — No Comments