Professional Community for Car Dealers, Marketing, Advertising and Sales Leaders
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…Continue
Added by Chip King on September 28, 2020 at 6:30am — No Comments
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…Continue
Added by Ujj Nath on August 20, 2020 at 7:30am — No Comments
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…Continue
Added by Chip King on August 19, 2020 at 7:00am — No Comments
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,…Continue
Added by Chip King on August 3, 2020 at 7:00am — No Comments
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…Continue
Added by Ujj Nath on July 20, 2020 at 9:00am — No Comments
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…Continue
Added by Dan Beres on April 14, 2020 at 7:20am — No Comments
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,…Continue
Added by Doug Van Sach on March 12, 2020 at 11:34pm — No Comments
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…
Added by Doug Van Sach on January 24, 2020 at 6:00am — No Comments
Grapevine, Texas, January 7, 2019 -- DealerBuilt, an enterprise Dealer Management System (DMS) for automobile…Continue
Added by Michael Trasatti on January 7, 2020 at 6:57am — No Comments
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…Continue
Added by Ed Barton on January 6, 2020 at 6:12am — No Comments
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…
Added by Dan Beres on December 12, 2019 at 6:30am — No Comments
Grapevine, Texas, December 10, 2019 -- DealerBuilt, an enterprise Dealer Management System (DMS) for automobile…Continue
Added by Michael Trasatti on December 10, 2019 at 6:54am — No Comments
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.…Continue
Added by Dan Beres on December 2, 2019 at 7:01am — No Comments
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…Continue
Added by Timmy D. James on October 25, 2019 at 7:18am — No Comments
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…Continue
Added by Ed Barton on October 24, 2019 at 6:47am — No Comments
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…Continue
Added by Doug Van Sach on October 18, 2019 at 7:22am — No Comments
Added by Courtney Evans on September 13, 2019 at 7:30am — No Comments
For those of you that know me, or if you have followed my blogs for a while, you probably know that customer service is a passion of mine. I genuinely…Continue
Added by Veronica Dunford on September 4, 2019 at 7:08am — No Comments
A recent article from consulting giant Deloitte has added new importance to the role of retailer websites in the average consumer’s vehicle purchase journey. According to the results of its…Continue
Added by Graham Annett on August 29, 2019 at 7:13am — No Comments
Customer experience and standing out from the competition by excelling at customer satisfaction is still very much a good business practice today. Time is valuable for today's busy consumers, and many dislike the vehicle service experience at dealerships because of long wait times.
Loaner cars and shuttles help, but they can end up making it…Continue
Added by Dan Beres on August 13, 2019 at 7:00am — No Comments