Professional Community for Car Dealers, Automotive Marketers and Sales Managers
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
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