Professional Community for Car Dealers, Automotive Marketers and Sales Managers
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
There is so much competition from other marketers -- customers are constantly barraged with messages from every side and in every way.
Social media reach has decreased, digital marketing is ever more…Continue
Added by Mike Gorun on April 26, 2016 at 5:30am — No Comments
The average U.S. household now belongs to more than 18 loyalty programs, for a total of more than 2 billion memberships. That’s an awful lot of loyal customers. But, all these programs and cards can have an unintended effect: customer loyalty fatigue.
Most consumers do still participate in their…Continue
Added by Mike Gorun on April 22, 2016 at 5:57am — No Comments
According to a study by Colloquy, there are 3.3 billion loyalty program memberships in the United States, which averages 29 per household. Yes, loyalty programs are everywhere. From grocery stores, to gas stations and fast food restaurants, chances are high that a store you’re about to enter for the first time has a…Continue
It’s a well-known fact that retaining customers is less expensive and can be more profitable than acquiring new ones. The reality is essentially, customer churn keeps your dealership stationary. Many dealers blast sales messages across every medium possible – traditional, mailers, and digital; hoping that someone,…Continue
Whether it’s an unhappy customer in the service drive because the repair is taking too long; or a customer in sales for 4 long hours attempting to buy a car and less than happy as a result; or a customer making a post-purchase call to report issues with a vehicle they just purchased; dealership managers can sometimes…Continue
Added by Mike Gorun on March 22, 2016 at 5:55am — 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…Continue
Added by Mike Gorun on March 15, 2016 at 8:15am — No Comments
An excellent article on Customer Experience Insight shared an analogy that resonated with me as it can be applied to automotive salespeople. The article compares salespeople to trees and states that only 10 percent of…Continue
Added by Mike Gorun on March 8, 2016 at 5:53am — No Comments
In today’s environment, consumers demand more personal attention and expect tangible appreciation for their business. Loyalty programs, great customer experiences and expedient solutions to problems are no longer luxuries, but expectations.
Every loyal customer seems to have a different reason for why…Continue
Added by Mike Gorun on February 23, 2016 at 6:01am — No Comments
A lot has been written about how industry disrupters are currently threatening market share. These online auto buying sites provide consumers…Continue
Added by Mike Gorun on February 16, 2016 at 5:48am — 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…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…Continue
Added by Mike Gorun on February 4, 2016 at 6:16am — No Comments
Ever popular transportation service Uber is coming under fire for what some say is an exploitative business practice. Uber tends to be a convenient and economical way to get around town – especially for inner city dwellers that don’t own vehicles and travelers who don’t necessarily need a rental car.
Added by Mike Gorun on January 27, 2016 at 7:55am — No Comments
At the North American International Auto Show, Ford unveiled an interesting new program to the world – FordPass. According to The Detroit News, Ford’s goal with this app is to create a…Continue
Added by Mike Gorun on January 14, 2016 at 4:49am — 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.…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…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…Continue
In dealing with the customer experience, all too often the conversation centers on the customer’s buying path from initial contact through the sale. What many businesses don’t think about, however, is that the sale is only the start of the relationship. Customer loyalty is built through a consistent customer-centric…Continue
Now let me explain...
In our industry – as well as life – we continuously talk about transparency.
Let’s be brutally honest here. Sometimes honesty isn’t the best policy. Is it always that way in real…Continue