Over the years, as customers have sought out the internet to research, shop and buy cars, a void has been created between customers and sales professionals -- removing a human element from much of the upfront process. Many dealers and sales professionals are now bridging that gap with the help of personal branding.

Somewhere along the way, CRM and other systems lost sight of the fact that customers are more than “leads”, “shoppers”, and “potential buyers”; they are human…

Today’s consumers are fickle beings. It’s much harder to keep their loyalty than ever before. And, while it may take years to earn loyalty from a single customer, it could take only minutes to lose it. Your dealership can do everything in its power to earn and keep a customer – from loyalty programs, to amazing customer service and luxury amenities. But, there is one basic…

Every dealer wants a nice healthy portion of their market share. But what if it was only 2 percent? Would that be good enough? Probably not.

Well, according to a recent interview in Automotive News, North American chief for Mazda, Masahiro Moro, thinks it is… However, in the article he states that there’s a difference between 2 percent and a “good” 2 percent,…

What is your customer retention percentage? Are you asking for more incremental work when the vehicle is on the hoist? Are you using SMS to your advantage?

Problem

Industry data shows that dealer’s customer retention ranges from 35% to 75%. Customers are looking for trust, value, convenience and clear…

No doubt you have heard the saying “happy wife, happy life”, right? Of course, I think we all have. The same concept holds true for your customers. We live in an age where word of mouth, reviews, and referrals can make or break a company. When you make a customer happy, your chances of them coming back time and again will increase. Which, in turn, will cause them to…

Nearly 70% of active service customers are within the manufacturers warranty (1-3 year old vehicles), leaving a retention rate of only 30% after the warranty expires. The BIG question is WHY are dealers losing 70% of their active service customers when the warranty expires? 



Three Main Defection Points 



First Oil Change 



Believe it or not, a majority of customers never make it back to the dealership for even their first oil…

Take Flight to INSIGHT!

As announced on AutoDealerLive: Courtesy of Car Lister, the first 50 dealers and managers who fill out the contact form at http://insightcustomerloyalty.com/freeairfare/ will receive…

Customer Loyalty and Retention Conference to provide complimentary two-night room stay with paid registration for all dealership attendees.

INSIGHT15 Customer Loyalty and Retention Conference will be held on March 24-26, 2015 at the Rosen Shingle Creek Resort in Orlando, FL. The Insight Media Team, united with its media…

Customer retention is one of the biggest challenges you and your dealership face, leaving you with one simple question- How do I keep my customers? Acquiring new customers can cost as much as five to seven times more than simply retaining existing ones. To enhance your customer retention, you need to get innovative and proactive. Your first task is to find where your audience is and where it’s going. The answer is mobile. 62 percent of the population has a smartphone, and that number is only…

CHAPEL HILL, N.C. – January 21, 2014 – 3 Birds, the automotive industry's only demand generation and customer retention platform and services provider, announces the launch of their redesigned company website  (http://www.3birdsmarketing.com) built on its own responsive website platform.  The new website combines clean, mobile first design elements with responsive website architecture for device optimized presentation on PCs,…

" Have you reached a verdict?"  "We have your Honor.  We find the defendant, Retention, guilty of killing Loyalty!"

The courtroom erupts.  Shouts of lies, deception, threats and finger pointing fuel the denial! 

The sentence is announced and retention gets life without…

Written By: Russell Grant

One of the best things about my job is the fact that I get to talk to so many owners, GMs, dealers, sales managers and service directors about their dealership’s owner marketing strategy. Or, in some cases, need for one. That’s when I find my work the most rewarding, when I’m speaking with dealers who are ready to reap the benefits of developing and implementing a strong, sustainable owner marketing strategy.

Because remember, there are only three ways…

Written by: Keith Shetterly



We talked for years in automotive retail about “The Road to the Sale,” and I’m clearly one of the many supporters of that path to sales success. However, too many of us are still on "The Road Less Profited." Why? Because we are not getting more sales (and profits!) from "The Road to Retention”!



Retention sales link the positives of variable and fixed operations together, and their teaming allows each part of the dealership to amplify the other.…

Back when I first started desking deals, the “seasoned” salespeople would tell me, “Let’s do this deal; we’ll make up the gross on the next one. It’s easier to get iron than customers.” I believe there was a change in that attitude in 2008. Four years later, Buy-Here-Pay-Here (BHPH) dealers are still facing the challenge of finding enough choice inventory for their business model while maintaining portfolio performance.

In my last BHPH operation we operated a little different than…

Like buying a car, your customer has a choice when it comes to service. Your odds of winning that business dramatically increase, if you are on the phone with your customer, at the point the need for service is created. AutoMBrace was created to fill this void.. Contact us through Dealer Elite.  

Fewer cars, lower margins – AutoMBrace understands that the dealerships profits come from the service department. Service revenue depends on selling service to your customers and,…