Occasionally, when creating a great customer experience a business will have to go above and beyond for its customers. These little WOW moments can easily take a repeat customer and make them loyal, or even take a loyal customer and make them into a brand advocate.

Author and thought-leader…

Continue

I visit and review at least 100 automobile dealer’s website every day. It has become clear to me that every dealer is doing a variety of things to get customers to knock on their door, to engage with the dealer and give the dealer permission to make contact with the customer. Big red buttons that say “Apply Now!” Or pop ups offering “$100 off your purchase.” Or, the most…

Continue

Dealer websites today are filled with conversion widgets. In most cases, customers will choose only one form or call-to-action (CTA) to convert on. If the CTA that they chose was “value my trade,” then you can be pretty sure that the value of their trade-in is their hot button. Or perhaps they filled out a credit application. Those may be pretty low-funnel…

Continue

There’s no doubt that video marketing is exploding in popularity with businesses and consumers. Both Facebook and Twitter are investing heavily in video and, in the case of Facebook, rewarding those who upload their video straight onto its extended reach advertising platform.

 

The days of reading long text descriptions and features of vehicles on websites are…

Continue

Note: Thanks to AutoSuccess Magazine for allowing me to be their guest blogger this week.

 

Continue

A brilliant and successful businessperson recently shared why he loves his angriest customers. Phil Libin, CEO and co-founder of Evernote, wrote an article for Inc. where he explained that customer feedback is essential to the growth of any business. All companies solicit…

Continue

The Challenge

by Jim Rohn

"Let others lead small lives,

But not you.

Let others argue over small things,

But not you.

Let others cry over small hurts,

But not you.

Let others leave their future

In someone else’s hands,

But not you."

In my last article, I discussed what a Public Relations firm does. One of those tasks, which I hope you never need but is important to understand, is crisis management. Not every company is going to go off the deep end like…

Continue

Some people seem to have all of the luck, don’t they?  We read and hear stories of those lucky people who caught their big break because they happened to be in the right place at the right time. Seemingly overnight, “mis” no longer preceded their…

Continue

The FTC recently singled out 5 dealerships for something that I suspect hundreds, if not thousands of dealerships has done. Essentially offer to  “pay off the trade no matter what you owe”

If we were to say in response to the FTC’s actions that we never meant to mislead anybody or mislead any consumer, that’s not who we are….. I say, that is exactly who we are.  If there was no validity to the claims of the FTC then why would we back down? In the instant case, who ultimately…

Continue

It has been said that “the world is divided into haters and

creators.”



Creators are people who believe in themselves and their ability to find solutions and act on them to Create whatever it is they desire in every aspect of their lives.



The first step to becoming a Creator is embracing the role of being a Creator because you will soon find yourself besieged by Haters.



So, how do we become Creators?



Creators are people who decide which direction… Continue

Ok. You are practicing the 3 Ws of Leadership and not getting it done.



Wanting.



Waiting.



Wishing.



Most definitely the 3 Worst strategies in Leadership when it comes to changing behavior.



If you want to make changes in behavior you need to turn your W into a M.



Measure



Monitor



Manage



The single most important element to effecting change is to Measure what it is you are trying to change. If you are… Continue

There are 3 Strategies for Failure that many Service Managers and Fixed Operations Directors use (with little Success) to facilitate changes in their daily operations and the behaviors of Service Department Personnel.



Yet, these 3 Strategies are the most common response many otherwise capable Managers (and Dealer Principals) use over and over again with little to no results. This in turn leads to a downward spiral of resentment followed by anger followed by the inevitable angry… Continue