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All ADM Blog Posts Tagged 'customer' (779)

Live Video, The New Normal to Sell More Cars & Service

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…

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Added by Timmy D. James on September 18, 2020 at 7:30am — No Comments

Shut Down the Chat Boxes on your Website

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…

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Added by Ujj Nath on August 20, 2020 at 7:30am — No Comments

Customers are 86X Times More Likely to Buy Their Next Vehicle from You if You Do This

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…

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Added by Chip King on August 19, 2020 at 7:00am — No Comments

NEW ZIPDEAL TOOL FOR AUTO DEALERS STREAMLINES & MONETIZES GAP BETWEEN CUSTOMER “YES” AND F&I OFFICE

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, 2020ZipDeal, a streamlined, post-sale,…

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Added by Chip King on August 3, 2020 at 7:00am — No Comments

Don't Ask Me Too Many Questions When I Schedule An Appointment For Dealer Service

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…

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Added by Ujj Nath on July 20, 2020 at 9:00am — No Comments

How to Communicate to Service Customers During the COVID-19 Crisis

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…

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Added by Dan Beres on April 14, 2020 at 7:20am — No Comments

Knowing Your Customer vs. Looking for the Sale

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…

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Added by Courtney Evans on March 27, 2020 at 7:03am — No Comments

Is Your Delivery Process Sabotaging the Customer Experience?

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,…

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Added by Doug Van Sach on March 12, 2020 at 11:34pm — No Comments

How to Increase Customer Repurchase Rates

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…

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Added by Doug Van Sach on January 24, 2020 at 6:00am — No Comments

DealerBuilt Appoints Jonathan Burr as Chief Information Officer

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

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Added by Michael Trasatti on January 7, 2020 at 6:57am — No Comments

How You Make Them Feel *IS* the Product

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…

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Added by Ed Barton on January 6, 2020 at 6:12am — No Comments

The Wrong Way to Increase Service Revenue

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…

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Added by Dan Beres on December 12, 2019 at 6:30am — No Comments

DealerBuilt Appoints Successful Finance Professional Brian Marshall as Chief Financial Officer

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

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Added by Michael Trasatti on December 10, 2019 at 6:54am — No Comments

Is Mobile Service the Answer to Higher Recall Completion Rates?

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.…

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Added by Dan Beres on December 2, 2019 at 7:01am — No Comments

3 Strategies to Cultivate Enthusiastic and Loyal Fans

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…

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Added by Bill Wittenmyer on November 11, 2019 at 7:14am — No Comments

5 Essential ORP Communications

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…

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Added by Courtney Evans on November 8, 2019 at 6:36am — No Comments

How to Make the Most of Your Marketing in a Down Market

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…

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Added by Timmy D. James on October 25, 2019 at 7:18am — No Comments

Accessibility is Good Business!

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…

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Added by Ed Barton on October 24, 2019 at 6:47am — No Comments

Dealer Websites Fail to Meet Customer Expectations

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…

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Added by Doug Van Sach on October 18, 2019 at 7:22am — No Comments

Use Data to Improve the Customer Experience

When we think of using customer data, it’s often in the context of marketing. I’ve written previously on how…

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Added by Courtney Evans on September 13, 2019 at 7:30am — No Comments

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