All Blog Posts Tagged 'convenience' (28)

Great Lessons From Historical Mistakes

The automotive industry is changing with self-driving cars, companies such as Uber entering the field and the decline of oil-dependent vehicles.  

 

To that point, I am sure many of you are familiar with the shocking stories and downfalls of three highly successful companies: Blockbuster, Kodak and Xerox.

 

So, what lessons can be learned from…

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Added by Ujj Nath on July 24, 2018 at 9:56am — No Comments

The Golden Rule for Change and Improvement

The automotive industry as we know it is undergoing a transition. From electric cars, to ride sharing, to autonomous cars, the landscape is rapidly changing. With consumers demanding convenience, and technology that radically changes the customer experience, we should brace for a decade of disruptive change.

 

All this change sometimes makes it difficult to…

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Added by Ujj Nath on February 20, 2018 at 10:10am — No Comments

Winning Customer Loyalty Through Convenience

Customer loyalty is increasingly difficult to earn. Consumers simply aren’t as loyal…

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Added by Mike Gorun on February 13, 2018 at 9:02am — No Comments

5 Things That Make a Great Customer Experience

Customer experience is increasingly important in business. Retail shops now compete for customer wallets with behemoths such as Amazon. As a result, stores now have to prove to customers they will receive a superior experience more valuable than the convenience of clicking a button to have their product show up at their door in 2…

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Added by Mike Gorun on May 16, 2017 at 8:41am — No Comments

Why are Consumers So Ambivalent About Bringing Recalled Vehicles into Your Dealership?

There are currently more than 63 million recalled vehicles still on US roads and highways, which is surprising when you consider that recall repairs are at no cost to the consumer. So, why are consumers so apprehensive about bringing you their recalled vehicles? Do consumers hate going to the dealership that much? 

 

A recent…

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Added by Chris Miller on May 12, 2017 at 9:30am — No Comments

Clever Interactions with Customers Create Customer Loyalty

As consumers increasingly shift their shopping online, choosing to skip visits to traditional retailers, it’s become difficult for businesses to get that all important relationship-building face-to-face time.

 

In the automotive industry, a similar shift is happening. Industry disrupters are taking the whole purchasing process online, forcing major automotive…

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Added by Mike Gorun on May 2, 2017 at 9:57am — 1 Comment

Convenience: The Biggest Factor in Increasing Service Revenue & Retention

Convenience is one of the biggest factors that influences customers when choosing where to take their vehicles for service. For the younger generation it even trumps price. Independents know this and it is one of their key marketing messages, along with speed of service.

 

Dealers tend to fall behind in this type of messaging in general and have to fight…

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Added by Ujj Nath on April 20, 2017 at 9:28am — No Comments

Will Customers Finance Their Cars Online?

Your customer is knee-deep in the car-buying process and ready for the final part, the car financing. Finally, after hours of deal making, they sign the terms.

 

But in your customer’s mind, was the long process worth it?

 

It’s a New World Out There

 

The car-buying process has been turned upside down by the advent of online…

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Added by Devin Koskan on February 14, 2017 at 8:31am — No Comments

The Shuttle Has Left the Building… Maybe

One day, while bringing my vehicle into a large, very well-known dealership for service, a rather comical scene played out before my eyes. While the shuttle driver was leaving the dealership, his mini-van full with customers, all of a sudden a strong gust of wind came through. The shuttle van’s windows were open at the time and papers started flying out of the vehicle. He…

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Added by Ujj Nath on February 13, 2017 at 8:20am — No Comments

The Future of Car Buying is Mobile

The statistics are there: car buyers spend 59 percent of their time online before they purchase car, according to a 2016 study from Cox Automotive. This same study cited 88 percent of customers used the internet to purchase their vehicle and 46 percent use multiple devices to get to a dealer’s website, with 14 percent using only a mobile statistic.

 

Why are…

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Added by Devin Koskan on February 6, 2017 at 8:59am — 4 Comments

Consumers Now Shop Online. Is YOUR Dealership Ready?

Car sales today are a whole different process from how it was in the past. A few years ago it was pretty much a given that buying a car could easily encompass most of the day. In addition, little information was available to the consumer and the dealer had the upper hand in negotiations.

 

As the Internet has grown and evolved, and as information has become…

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Added by Devin Koskan on January 19, 2017 at 8:06am — No Comments

Texting is not equal to Communication

The famous Albert Mehrabian developed a communication model in which he demonstrated that only 7% of what we communicate consists of the literal content of the message. The use of one’s voice, such as tone, intonation, and volume, makes up 38% of the message and as much as 55% of communication consists of non-verbal factors such as body language.

I’m sure you can…

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Added by Ujj Nath on December 13, 2016 at 8:30am — 1 Comment

Customer Service: Your Customers Aren’t Going To Take it Anymore

An Insight into Human-Centric Design

 

One click ordering. Buy it now. Same day delivery. Dash buttons where all you have to do is press a button and the item is shipped. You can even place orders through Amazon’s Alexa with a voice command.



Businesses like Amazon have grown into hugely popular industry giants…

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Added by Ujj Nath on November 21, 2016 at 9:52am — No Comments

Lack of Time Can Be Costlier Than You Think

Working retail in the auto industry can certainly be taxing. Salespeople work 60-70 hour weeks to make a paycheck. Sales managers do so while also having to manage the sales team, create multiple reports and handle a multitude of tasks -- and the service department is just as overloaded.

 

Not surprisingly, frequently the excuse, “there’s not enough time,”…

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Added by Mike Gorun on October 11, 2016 at 8:52am — No Comments

What Would Your Customers Do If There Weren’t Any More Discounts?

Loyalty is a fickle thing. While your customer has consistently serviced their vehicle with you, when they get that $19.95 oil change coupon from your competition, will it go in the trash, or will they choose to take advantage of it and defect to the competition?

 

Most consumers love sales and discounts. In fact, the whole reason negotiation exists in…

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Added by Mike Gorun on May 17, 2016 at 8:25am — No Comments

Unchain Your Sales Force: Why you Need A Mobile CRM

What’s the most time-consuming part of making a sale? More often than not, it’s the paperwork: dragging the customer inside to input information…involving sales managers who are stuck in their offices desking deals...getting trade-in information down on paper to input into the appraisal tool, which is back in the office, and so on.

 

Sound familiar?  There…

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Added by John J Bottone on January 25, 2016 at 7:31am — No Comments

GM Launches Online Used Car Sales – What’s This REALLY Mean?

I’ve talked plenty of times about disrupters entering our industry in an attempt to take sales and market share away from dealers. The Carvanas, Beepis and Vrooms dangle carrots of lower prices and better buying experiences and tempt consumers to try a new way of purchasing their next vehicle. Now, it appears, at least one manufacturer has taken notice.

 

A…

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Added by Joe Orr on January 19, 2016 at 9:55am — No Comments

Generation Z: Selling to the Self-Education Generation

Generation Z : Digital Natives

Understanding Why the Youngest Car-Buying Generation is so Important

You’ve heard quite a bit about millennials, Gen Xers, and earlier generations. Now it’s time for Generation Z to get some time in the spotlight. Gen Z is generally made up of individuals born between the years of 1995-2012, and for automotive dealerships, that means this generation is just barely starting to scrape the surface of buying. However, they are a group to watch for…

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Added by Joseph Little on November 5, 2015 at 4:15pm — No Comments

Wall Street Versus Your Dealership - Are We At War and Don't Even Know It?

An aspiring actress was planning a cross country move from New York to California to pursue her acting career and wanted to work as an Uber driver between auditions. This, of course, necessitated a reliable vehicle - something that she did not need in New York. She had heard of an online used car buying platform, Beepi, but wasn’t exactly sure if she should…

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Added by Joe Orr on September 9, 2015 at 8:45am — No Comments

Why Can’t A Customer Have 1-Hour Car Deal?

An article published on Wards Auto shared some interesting views from a recent session at the Automotive Customer Centricity Summit. The article stated that John Finkel, director-client experience and training for Nissan’s luxury unit, Infiniti, does not believe that a 1-hour car…

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Added by Joe Orr on August 19, 2015 at 8:30am — No Comments

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