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Mike Gorun's ADM Blog (126)

Will Speed & Efficiency Give AutoNation A Competitive Edge?

The largest complaint that consumers have when considering a vehicle purchase is the fact that the process takes too long. Even with all the new technology processes that dealerships have employed over the past few years, the purchase process is still as long and…

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Added by Mike Gorun on November 26, 2014 at 6:00am — No Comments

It’s All a Matter of Perspective

When did you last walk through the customer entrance of your dealership and look at what is truly being experienced by the customer?

 

Forget for a moment whether a sales consultant’s work area is messy, or if there are smudges on the windows. Let’s look a little closer at what a customer could see, hear…

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Added by Mike Gorun on November 18, 2014 at 5:30am — No Comments

What’s in Your Wallet?

A couple generations ago, if you didn’t carry cash on your person, perhaps a personal check was accepted at your favorite store.  Then credit cards became an option, followed quickly by debit cards.  And now, with technology changing seemingly overnight, two new payment options are becoming available to…

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Added by Mike Gorun on November 7, 2014 at 12:49pm — No Comments

The Mind is Like a Parachute – It Works Best When Open

Competition in business is usually a good thing.  Sure, we’d all like to have the market cornered, but without a little competition we would perhaps never figure out ways to improve our products or services and keep our customers coming back. 

 

In an interesting…

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Added by Mike Gorun on October 31, 2014 at 5:30am — No Comments

Going Beyond All-You-Can-Eat In Loyalty

When consumers think of loyalty programs, they typically think of racking up miles, or frequenting a business in exchange for rewards, perks or freebies.

No matter what business you patronize, there is a good chance that it is offering some sort of loyalty…

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Added by Mike Gorun on October 24, 2014 at 5:30am — 2 Comments

Am I Really A VIP?

I had just finished reading this article on marketsoft.com about customer loyalty, when a business associate told me about a similar situation that happened to him. In his mailbox was a glossy, oversized postcard offering a…

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Added by Mike Gorun on October 17, 2014 at 6:00am — No Comments

Less Complaints Don’t Always Equal Increased Customer Satisfaction

It sounds backwards, at first, but when was the last time you asked your customers for a complaint or some constructive criticism?  If you’re like most dealerships, you’re doing everything you can to avoid complaints and negative reviews. In the past, you may have even ignored customers that voiced a complaint.…

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Added by Mike Gorun on October 7, 2014 at 5:30am — No Comments

Good Customer Service?

Is your car dealership doing everything possible to keep your customers satisfied and happy?  Now, more than ever, your reputation for building relationships and retaining customers may depend on your company’s focus on providing the very best customer service.

 

How is good customer service…

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Added by Mike Gorun on September 30, 2014 at 5:00am — No Comments

How to Make Lemonade Out of Lemons: the Easy Way

There are many stories of young kids or teens starting successful businesses. And there are as well the simple stories of kids mowing lawns or washing cars to earn extra money while their friends are out playing. A similar story gained…

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Added by Mike Gorun on September 15, 2014 at 5:30am — No Comments

First Comes Love, Then Comes Marriage…Then Comes??

Do you think your customers feel the same about your company as you think they do?  Think again, they probably don’t.

 

These days, car dealerships, try to express their individuality from their competitors through value propositions. Almost every dealership has some sort of template or message…

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Added by Mike Gorun on September 9, 2014 at 3:30am — No Comments

Don’t Get Blacked Out In Your Own Market

With NFL football fans gearing up for another season, DIRECTV is once again offering new customers the 2014 NFL Sunday Ticket for free along with deeply discounted prices and an upgraded DVR Genie on several of the programming packages.  What’s the catch?  The special prices are valid for only the first twelve months…

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Added by Mike Gorun on September 3, 2014 at 6:00am — No Comments

What Is a Customer’s Location Data Worth?

Geo-targeting and geo-fencing technology has been around for many years.

Some social networks use it and provide businesses with ways to show customers offers and specials based on their current location. However, for the most part, these are application-specific. An individual would need to download…

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Added by Mike Gorun on August 26, 2014 at 3:00am — 2 Comments

GM: Why Customers Are Loyal Despite Recalls

A recent article on the Huffington Post asked why consumers are still buying GM vehicles despite all of the recent recalls. There’s no question that there are many concerned owners of GM…

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Added by Mike Gorun on August 18, 2014 at 5:57am — No Comments

How E-Mails Can Build Customer Loyalty

There are many things that companies can do to earn a customer’s loyalty. However, e-mail marketing isn’t typically high on the list. Consumers get barraged continuously with marketing messages via e-mail. As you go through your in-box, how many do you delete without even reading them in order to get to those you are…

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Added by Mike Gorun on August 12, 2014 at 5:36am — 1 Comment

Walmart Gets Into the Loyalty Program Arena

Recently, AdAge reported that Walmart is starting a loyalty program. Based on their price-match guarantee, Walmart is launching an app named “Savings Catcher,” which consumers can use to receive refunds for…

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Added by Mike Gorun on July 15, 2014 at 6:00am — No Comments

Using Data to Drive Tangible Results

[This is part 6 in the “What’s the Big Deal With Data Anyways?” series. Click here to read part 5]

 

The whole goal of this series is to help dealers…

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Added by Mike Gorun on July 9, 2014 at 5:02am — No Comments

Using Data to Improve Marketing and Strengthen Customer Loyalty

[This is part five in the "What's the Big Deal With Data Anyways?" series. Click here to read part four.]

Segmentation of DMS data can be defined as…

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Added by Mike Gorun on June 10, 2014 at 4:00am — No Comments

What’s the Big Deal about Data Anyways? – Part Four

Over the past few years numerous new marketing companies have emerged as a solution for dealers’ digital and print marketing needs. Some of these new entities specialize in SEO, some will write your social medial posts and some will manage your online dealer reputation. Yet the largest growth is seen in companies that…

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Added by Mike Gorun on June 4, 2014 at 5:59am — No Comments

What’s the Big Deal with Data Anyways? – Part Three

As I mentioned in part two of this series, many DMS providers make it difficult for dealers to download their customer database. In some cases, it’s…

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Added by Mike Gorun on May 20, 2014 at 5:11am — No Comments

What’s the Big Deal with Data Anyways? – Part Two

In part one of this series, I discussed the importance of dealerships using their data effectively in marketing and how, when done properly, it can…

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Added by Mike Gorun on May 16, 2014 at 6:03am — No Comments

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