Professional Community for Automotive Marketers, Car Dealers, OEM and Suppliers
Feedback from customers is imperative to know what your dealership is doing right and wrong when it comes to consumer interaction.
From CSI surveys catching the insights of post-sale clients, to online review sites allowing shoppers to share their experiences (sold and unsold). To understand your company’s pain points, it can’t solely…
Added by Joe Webb on October 28, 2016 at 6:00am — No Comments
This is out of the ordinary, I know. Me… a guy who achieved success in retail from being an early advocate of Internet lead management, video, and digital marketing… talking about the benefits of a traditional marketing medium. Stranger things have…Continue
Added by Joe Webb on May 26, 2015 at 1:30pm — No Comments
You are ready to traverse through a crowded sea of vendors at the upcoming NADA Convention in New Orleans. Your flight and hotel are booked. You have already looked over the workshop schedules. With that, you maybe still recognize even more can be learned by examining vendor offerings in the exhibit hall than from listening to the…Continue
Added by Joe Webb on January 22, 2014 at 5:00am — No Comments
Inevitably, pricing is a necessary aspect to a customer’s decision. They do their research online and expect to receive answers to their pricing questions. While many of us old folks were groomed to avoid pricing when on the phone or email with shoppers, evolution has thankfully adapted us to the practice of giving out a discounted price in advance of their visit. However, pricing questions no longer begin and end with the price of the vehicle. Shoppers want more from you? Do you give it to…Continue
Added by Joe Webb on October 22, 2013 at 2:13pm — No Comments
TrueCar has had a rollercoaster ride in the automotive retail industry over the past few years. However, it appears things may be taking a turn for the worse (both for TrueCar as well as its participating dealer clients). Read on, as I reveal their new policy changes that will have a negative impact on dealers, as well as my in-depth interview with a top eCommerce Directors about this change.
While training a 13-store dealer group this week, I had the pleasure of meeting a salesperson and manager who assured me they were tip-top at taking sales calls. I was ecstatic. It isn’t everyday you’re brought in to advance dealerships in need of Internet and phone help and immediately run into someone that has such confidence in their expertise that it would (if I believed them) eliminate their need for any training. How wonderful. (I hope you can accept the…Continue
It amazes me how the humble nature of the automotive Internet revolution for dealers from the past has changed to ego-driven displays of self-aggrandizement. It wasn’t too long ago that you would speak to dealers who were more excited to learn than they were to pound their chest and roar to the crowd about their own accomplishments.
As another Digital Dealer Conference came and went last month, I think it is time we realize that no one has the whole “Internet thing” figured out.…
If your friends jumped off a bridge, would you as well? Is that what your mother always asked you growing up? When caught making a mistake or doing wrong, children will always look to point the finger elsewhere. They’ll blame it on a friend, a neighbor, a bully, or an instigator. They were just following someone else’s lead… even if they knew it was wrong. That’s their excuse.…Continue
Added by Joe Webb on May 16, 2013 at 4:41am — No Comments
There is a crisis going on at our dealerships. And it’s called “Addendums”. This is a sore subject with many, as everyone has different viewpoints as to the functionality of addendums. You’re required to keep reading this blog. It costs you $50, but it’s required. Everyone has to pay that reads it.
Sounds pretty stupid, huh? Dealers are using addendums to generate additional profit per vehicle (likely because they are…
Even with Facebook, for instance, sorting through…Continue
Like many people, worthless emails reach our inbox every single day. Recently, there has been one common theme that every piece of spam or advertisement email has in common. That is the email Header.
It is very commonplace to insert a Header into all dealership emails. The majority of mystery shop responses we receive include the dealership’s header emblazoned across the top. While we understand that it immediately brands your dealership to the person opening the email, we believe…Continue
Disclaimer: I must preface this by saying it not intended to make any enemies or friends. This is not meant to hurt anyone’s business, call out how they perform for their clients, highlight weaknesses or put stock in one product over another. This was nothing more than a simple experiment.
I was out to dinner with my wife recently when I ran into an old college acquaintance. Very quickly I discovered that she works in our industry…Continue
Added by Joe Webb on May 23, 2012 at 8:30am — No Comments
Very often, the most popular person in the room is the one with the largest microphone. Sometimes, the person everyone is listening to just has the most important things to say. Others are recognized just because they are always right there, in your face. So I ask… who do you think is the loudest in the automotive industry?
I know this is going to be a sensitive subject. I don’t want feelings to be hurt. This is subjective. When you hear the word “loudest”, whom do you think…
Creating a basic structure for your Internet department should be one of the simplest tasks for a dealer. Unfortunately, too many decision-makers at dealerships attempt to get in the way of how an Internet department operates. One primary…Continue
I arrived roughly 10 minutes early to train a new dealer client last week. I meandered around the showroom trying to get a feel for who they were as a store and how they presented their dealership brand. That’s when I came across a salesperson sitting at his desk with a very familiar CRM…Continue
How long do you follow up with your Internet leads? What about your inbound phone calls that you haven’t set appointments for? You might answer these questions with numbers from 90 to 120. 15 to 30. 60 days. Forever. You answer this way because that is the process you built in your CRM. Allow me to tell you that this isn’t happening.
There is one thing a CRM cannot do and that is stop your sales team from taking the easy way out. (That takes management). My team…Continue
In light of some of the potentially-frustrating or miraculous changes impending on ADM (depending on which way the cookie crumbles), I thought I would take a moment to talk about the Peter Principle.
For those that don’t know, the Peter Principle is the idea where someone is promoted to the point of incompetence. They simply work their way into a job with duties their not capable of fulfilling. It is a virus that happens far too often in our industry. Someone is good at…Continue