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How Do Tire Sales Affect Customer Loyalty?

Doug Van Sach shares how tire sales impact customer loyalty in this video blog.

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Comment by Ralph Paglia on April 29, 2018 at 9:49am

Doug, thank you for this video. Your are laser accurately on target. Several years ago I was able to secure project work with Ford Customer Service Division (FCSD), and as we studied the data from the Ford Customer Knowledge System (CKS) we quickly realized that the correlation between a customer buying tires at a tire store and the vehicle never returning to a Ford dealer again was almost one-to-one. Once we sent the customer elsewhere for tires, they were not coming back to the dealership. Other factors we found were, for example, when tires need replacement is usually close to where the warranty runs out based on mileage. The bottom line is this, YOU ARE !00% CORRECT in your guidance... If you want to keep a customer and you are the original selling dealership, then you must supply the customer with their new tires.

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