All ADM Blog Posts Tagged 'customer' (780)

Correcting My Contribution to the Battle Between Buyer and Seller

I spent 31 years in automotive retail, in every variable role from used car salesperson to GSM, then GM and Dealer Principal.

For most of that time, I was a part of and supported the combative…

Every penny spent on advertising and marketing is to get more people into the dealership.

Dealers also make a significant investment in the salespeople themselves, training them to help develop the person-to-person skills needed to sell to all the prospects marketing dollars drive…

Today's Environment

Do you ever get fed up with the chatbots that keep appearing on websites even after you have shut them down?  Well, many websites could use some chatbot best practices! That is just one of several things I find that need to be fixed on dealer websites to improve the consumer experience.

I don't know…

A great article in CBT News cites that almost half of customers who state they are loyal to the selling dealer go elsewhere to service their vehicle. Only one-third of all vehicle services are…

Creator Lindsay Automotive Realizes $800 Increase in PVR Profit and Up to 28% Increase in Protection Product Sales Using ZipDeal’s Personalized Customer-Driven Delivery Process

Columbus, OH – August 3, 2020 – ZipDeal, a streamlined, post-sale,…

Today's environment:

Sometimes when I look at an auto dealer website I sit back, scratch my head, and wonder if they have ever scheduled an appointment for dealer service on their website?

Not to mention all the…

In my last blog, I shared some tips about how dealerships can help protect customers and staff in their service departments during this challenging time. In addition to having the precautions in place, it is important to know how to correctly communicate…

How well do you know your sales and service customers? Not just the customers who have purchased a car in the last month, or the ones who get their cars serviced on a regular basis, but all of your customers?

Considering your dealership has thousands of contacts in its DMS, it’s highly unlikely —and unrealistic—that you know your customers…

Service retention rates in dealerships have been steadily declining over the last three years, according to Affinitiv’s recent Automotive Loyalty Trends study, which analyzed data from more than 1,000 auto dealerships.

In domestic brand dealerships, service retention rates have dropped from 61.2% to 60.2%. At import brand dealerships,…

Repeat buyers account for an increasing share of new vehicle sales and now represent 31% of all new vehicles purchased at a dealership, compared to 29% a few years ago.

This trend is good news for dealers due to the lower cost of retaining vs. acquiring…

Grapevine, Texas, January 7, 2019 -- DealerBuilt, an enterprise Dealer Management System (DMS) for automobile…

Technology companies often focus on their products and leave service levels far behind. They rely on shiny objects and whiz-bang features to sell products. Companies that lead with technology often forget that the result of a customer interaction isn’t the technology – it’s how the customer feels using the technology. At fusionZONE, we strive to be…

In search of service revenue, dealerships turn to randomly scheduling service appointments regardless of shop capacity.

Or they take everyone that drives up. This can easily overwhelm the service department. It leaves customers frustrated and causes a LOSS in service revenue from…

Grapevine, Texas, December 10, 2019 -- DealerBuilt, an enterprise Dealer Management System (DMS) for automobile…

Recall completion percentages have been increasing, but despite increased communication attempts, that increase is hitting a plateau.

A recent trend reveals that many vehicle owners are very interested in mobile services. Currently, the percentage of independent repair shops that offer mobile services dramatically outweighs franchised dealers.…

It costs most dealers about five times as much to acquire a new customer than to retain those they already have. Yet, increasing customer retention by as little as five percent can increase profits by up to 95 percent, according to the research group Bain & Company.

That’s because loyal customers and enthusiastic fans will keep coming back - and they’ll refer friends and family to your dealership. Loyal customers also tend to prioritize great customer…

Your dealership has probably been using an owner retention program (ORPs) for years, but when was the last time you evaluated the effectiveness of each communication?

One thing is certain. Sending out the same communications with the same messages via the same channels, again and again, isn’t a winning strategy. The goal of an ORP is to…

Consumers have grown tired of the countless vanilla marketing messages many companies keep sending (and yes, that includes OEMs and dealers.) However, the marketing tactic that is enjoying success is relevant marketing directly aimed at a specific individual. Relevance is the key to winning today’s consumers. But, it’s not only about relevance, it also…

That feeling of dread – the letter arrives at the dealership with a return address from an attorney you don’t recognize, addressed to "Owner" or "General Manager." Inside is a demand letter indicating that your website or mobile application is inaccessible as required under the Americans With Disabilities Act (ADA). You need to contact them right away to…

A recent Affinitiv survey of 1,000 automotive consumers reveals that dealerships are falling short when it comes to delivering personalized, online shopping experiences to customers. In the same study, we analyzed a sample of 100 dealer websites to better understand the current level of personalization that dealers are offering.

Why the focus…