Mike Gorun
  • San Ramon, CA
  • United States
  • Performance Loyalty Group, Inc
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Mike Gorun posted a blog post

Winning Customer Loyalty Through Convenience

Customer loyalty is increasingly difficult to earn. Consumers simply aren’t as loyal to a specific store as they were in the past. Years ago, perhaps you’d visit that local hardware store owned by Bill and Martha. Each time you visited they welcomed you by name and offered their assistance. In our current age of mega-stores,…See More
Feb 13
Mike Gorun posted a blog post

Creating Brand Advocates Is Not as Hard as You Think

As countless messages fill the world, consumers increasingly turn to family, friends, peers and, even strangers, to make buying decisions. Whether those decisions are as broad as who to do business with or are centered around which item to buy to help solve their problem, word-of-mouth and online reviews have become a key part…See More
Feb 6
Mike Gorun posted a blog post

Why Consumers Are Navigating Away from Traditional Customer Service

In a very interesting dynamic shift, consumers are increasingly changing how they want to interact with businesses for customer support. Just five years ago,…See More
Jan 30
Mike Gorun posted a blog post

Don’t Eat Tomato Soup with Chopsticks

As a dealership there are many ways you can identify if you’re losing customers. Through data, you can see that John Smith used to come into the dealership regularly for service but then disappeared without a peep. Why did John Smith stop coming in? Do you know? You could certainly reach out to John and see if you can get any…See More
Jan 23
Mike Gorun posted a blog post

Communication Makes Everything Easier

In our fast-paced society, some of the things done just a short time ago to impress and retain customers no longer work. Today, business owners can’t always keep on top of the latest and greatest ways to keep their customers loyal.  However, there is one thing that hasn’t changed much over the years – personal interaction without…See More
Jan 16
Mike Gorun posted a blog post

It’s 2018. Now What?

If you work in a dealership, my bet is that you are either celebrating because you exceeded your goals, are breathing a sigh of relief that you met them, or are extremely nervous because you didn’t.This time of year is generally crammed with reports, RDRs, OEM face downs and accountability. It is also the one-time that management…See More
Jan 9
Mike Gorun posted a blog post

Don’t View Questions as a Weakness

A recent article on CustomerThink explains how many companies view requesting customer feedback as a weakness. However, by asking questions you can optimize the results of your CX experience and…See More
Dec 26, 2017
Mike Gorun posted a blog post

The Allure of Cross-Monetization & Evolving Loyalty Rewards

Today, consumers have grown used to loyalty programs and they have become the norm. So, to keep their customers’ interest, businesses have been forced to become more innovative and creative with their rewards. In fact, experiential rewards which transcend simple discounts or free services are very much on the rise.  As loyalty…See More
Dec 19, 2017
Mike Gorun posted a blog post

You’re Not Going to Create Brand Loyalty with Urgency

For many marketers, most consumer messages have long been based on some sort of sense of urgency. Take dealerships, for example. Even when the customer is in the dealership, everything is about the “big sale” and the threat of “buy now or lose this deal.”   The problem is, it is no longer effective. Consumers have…See More
Dec 12, 2017
Mike Gorun posted a blog post

The Fight Club: Why Your Dealership Should Have One

I know that in writing this article, I’m completely violating the first rule of the fight club. However, my guess is that your dealership doesn’t have one, so I’m willing to risk the wrath of Tyler Durden to help you get started in creating a fight club of your own.   First, I’m not talking about the fight club that involves…See More
Dec 4, 2017
Mike Gorun posted a blog post

The Essential Ingredient to Customer Loyalty

When it comes to customer loyalty, one thing I find that many businesses fail to analyze -- and perhaps one of the most essential ingredients to earning and keeping customer loyalty – is quality.   Customers may love you and love your staff; they may keep coming into your beautiful facility packed with all kinds luxuries.…See More
Nov 28, 2017
Mike Gorun posted a blog post

Sometimes It’s the Small Things that Matter Most

In building customer loyalty, one of the first things that comes to mind is the customer experience. Many businesses focus on the overall experience and end up missing small things which detract from the customer experience and can even drive people away. Perhaps the bathroom was dirty, or the water cooler was empty. Or it could be…See More
Nov 21, 2017
Mike Gorun posted a blog post

You Don’t Have to Be Company 2nd to be Customer 1st

While today’s businesses understand the need to provide an excellent customer experience, many don’t truly understand what customer experience means. What’s more, some don’t even realize they already have most of the things needed to provide a truly great customer experience.  According to …See More
Nov 14, 2017
Mike Gorun's blog post was featured

The Key to Modern Customer Loyalty

As times change, so do consumer desires. What hasn’t changed are the fundamental business practices which have led to customer loyalty for hundreds of years. That small shop owner in the early 1900’s kept his customers coming back through friendly and familiar customer service. Granted, those customers didn’t have as many…See More
Nov 8, 2017
Mike Gorun posted a blog post

The Key to Modern Customer Loyalty

As times change, so do consumer desires. What hasn’t changed are the fundamental business practices which have led to customer loyalty for hundreds of years. That small shop owner in the early 1900’s kept his customers coming back through friendly and familiar customer service. Granted, those customers didn’t have as many…See More
Nov 7, 2017
Mike Gorun posted a blog post

Holidays are the Perfect Time to Nurture Loyalty

It’s beginning to look a lot like the holidays. In retail, that typically means an upsurge in business. In the automotive industry, the sales department typically finds consumers buying vehicles for their loved ones. And the service department sees an upsurge in repair orders in preparation for a road…See More
Oct 31, 2017

Profile Information

Which best describes you?
Vendor Partner
What company do you work for (or own)?
Performance Loyalty Group, Inc
What is your current position within your organization?
Managing Partner/CEO
What is your company website?
http://www.performanceloyalty.com
What is your Facebook page/URL?
http://https://www.facebook.com/PerformanceLoyaltyGroup
How did you specifically hear about DealerELITE? If referred, who?
invitation on Linked In
Not everyone gets approved for DealerELITE. To maintain the integrity of DealerELITE, tell us what you will have to offer once a dealerELITE member?
conversations with dealerships related to customer loyalty and retention

Mike Gorun's Blog

Winning Customer Loyalty Through Convenience

Posted on February 13, 2018 at 9:02am 0 Comments

Customer loyalty is increasingly difficult to earn. Consumers…

Continue

Creating Brand Advocates Is Not as Hard as You Think

Posted on February 6, 2018 at 9:30am 0 Comments

As countless messages fill the world, consumers increasingly turn to family, friends, peers and, even strangers, to make buying decisions. Whether those decisions are as broad as who to do business with or are centered around which item to buy to help solve their problem, word-of-mouth and online reviews have…

Continue

Why Consumers Are Navigating Away from Traditional Customer Service

Posted on January 30, 2018 at 9:22am 0 Comments

In a very interesting dynamic shift,…

Continue

Don’t Eat Tomato Soup with Chopsticks

Posted on January 23, 2018 at 10:01am 0 Comments

As a dealership there are many ways you can identify…

Continue

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Blog Posts

What is Content Marketing?

Posted by sara callahan on February 16, 2018 at 10:17am 0 Comments

Content marketing has become somewhat of a buzzword recently. With…

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Movers and Shakers – Which Companies Are Making Waves in Investing in Infrastructure Debt?

Posted by Alices Forres on February 16, 2018 at 5:04am 0 Comments

Infrastructure debt is attracting institutional investors in the UK and across the world. The returns are much higher over traditional forms of investment, and this is why potential investors are eyeing the market today. The experts in the field…

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#63: Special Coaching Edition

Posted by Dave Anderson on February 15, 2018 at 1:58pm 0 Comments

A bonus episode of The Game Changer Life podcast has been released, and this one is devoted entirely to Q&A based on questions submitted by our listeners. Listen for coaching and feedback on topics including: how to break out of ruts, the…

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