Professional Community for Car Dealers, Marketing, Advertising and Sales Leaders
If I pay a customer to say all the right things in an online review, that breaks the law, and we know it. We know you and I cannot pay, reward or incentivize a customer to write good things about us in in a Google Review, Dealer Rater rating or Yelp! blog.
So, does that mean we shouldn't incentivize every salesperson in our dealership to get every customer possible…Continue
Do customer loyalty programs work? A popular national chicken franchise spends more money on its loyalty program to retain customers for its $2 sandwiches than most dealerships spend to retain customers for $60,000 vehicles purchased from them. Does this make any sense?
Yet I hear all the time from dealers who are unsure about the benefits of customer loyalty programs and want to see hard facts about the ROI.
Well, now they can. In our newly released, free…Continue
Added by Mike Gorun on March 27, 2012 at 10:15am — No Comments
Email and snail mail promotions are great methods for creating customer loyalty. However, you need to make sure that the information customers include during the signup process is accurately addressed in the marketing. There’s no greater feeling than receiving an unexpected coupon or discount on something you want to purchase. It’s a completely different story when the promotion is for something random that doesn’t remotely pique your interest.
Here’s an example of a mail…Continue
Added by Mike Gorun on March 20, 2012 at 9:30am — No Comments
He assembled a team of “telemarketers” – accountants and administrative assistants…Continue
The National Business Research Institute has created a valuable infographic focused on customer loyalty. NBRI explains, “Customers are a business’ most important asset, without them the business wouldn’t exist. So it’s imperative to keep these customers happy and improve their loyalty to your business.” They add, “We created this customer loyalty infographic to help you not only understand it, but to help you cultivate that loyalty among your own customers.”
We found NPRI’s…Continue
Added by Mike Gorun on March 6, 2012 at 8:48am — No Comments
“The customer is always right.” was coined and made famous by retailers including Selfridges and Marshall Field’s (now Macy’s) around the turn of the 20th century. It’s a phrase that most of our parents and grandparents had ingrained into their brains as children, and yet it somehow appears to have been lost in…Continue
Added by Mike Gorun on February 28, 2012 at 8:21am — No Comments
In a recent article on Forbes.com, “The Final Frontier: Customer Expectations,” Robert Passikoff points to a shift in the past 15 years: customer expectations have increased significantly, rising 24 percent in all categories. After explaining how customer loyalty is measured and providing an example…Continue
Added by Mike Gorun on February 21, 2012 at 9:00am — No Comments
Developing meaningful relationships with clients requires you to connect with them on a personal level. The more you know about a customer, the easier it is to sell them services and/or products that meet their individual needs. It also helps you determine which type of marketing the customer will be most receptive to.
Effectively engaging customers through direct marketing channels hinges on several key principles:
Added by Mike Gorun on February 1, 2012 at 10:00am — No Comments
Prepaid Maintenance Plans (PPMs) have traditionally been used as a customer retention tool by dealers, and rightfully so. Paying up front for services is a guaranteed way to get customers back into the service lane. But the pricing and structure of many PPMs administered by third parties did not make the plans very profitable for the dealerships, and even more important, for the customers.
The new generation of self-administered, self-managed PPM plans offer many benefits…Continue
Added by Mike Gorun on January 24, 2012 at 8:27am — No Comments
Stating the obvious, the car business -- like the sports we love – can be a hard-fought win. Winning means playing hard, playing smart and playing from a heart of greater discipline, commitment and expectation than the other guys do.
In other words, in this battle to sell and service cars, every play must count or we’re creating a lot of activity that in the end doesn’t really matter.
Whether in football or selling…Continue
Added by Kurt Kubicki on January 10, 2012 at 9:25am — No Comments
For sure, sales associates must attend to personal hygiene matters, dress appropriately for the…Continue
Added by sara callahan on January 11, 2011 at 6:58am — No Comments
If you missed the bus on having a GREAT November, I hope you wake up before it's too late to have a good December and to end the year with a BANG!
At this time of the year, not everyone has fallen into "holiday mode" and some dealerships are really ramping it up for the season! It's very easy for us to blame…
Added by Andy Fedo on December 21, 2010 at 7:00am — No Comments
Added by Brian Hasenbauer on March 9, 2010 at 2:17pm — No Comments
Added by Ralph Paglia on February 24, 2010 at 6:30pm — No Comments
Added by Stanley Esposito on October 26, 2009 at 8:44am — No Comments