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All ADM Blog Posts Tagged 'experience' (317)

Sometimes Sinners Make the Best Preachers

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…

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Added by Chip King on September 28, 2020 at 6:30am — 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

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

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

Is Your Hair on Fire?

"There are two ways of meeting difficulties: you alter the difficulties; or you alter yourself to meet them," ~Writer, Phyllis Bottome.

 

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…

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Added by Veronica Dunford on September 4, 2019 at 7:08am — No Comments

Is Your Website Driving Your Best Leads Away?

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…

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Added by Graham Annett on August 29, 2019 at 7:13am — No Comments

Getting Service Recommendations Is Child's Play

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…

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Added by Dan Beres on August 13, 2019 at 7:00am — No Comments

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