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…
ContinueAdded by Ujj Nath on July 24, 2018 at 9:56am — No Comments
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…
ContinueAdded by Ujj Nath on February 20, 2018 at 10:10am — No Comments
Added by Mike Gorun on February 13, 2018 at 9:02am — No Comments
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…
ContinueAdded by Mike Gorun on May 16, 2017 at 8:41am — No Comments
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…
ContinueAdded by Chris Miller on May 12, 2017 at 9:30am — No Comments
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…
ContinueAdded by Mike Gorun on May 2, 2017 at 9:57am — 1 Comment
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…
ContinueAdded by Ujj Nath on April 20, 2017 at 9:28am — No Comments
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…
ContinueAdded by Devin Koskan on February 14, 2017 at 8:31am — No Comments
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…
ContinueAdded by Ujj Nath on February 13, 2017 at 8:20am — No Comments
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…
ContinueAdded by Devin Koskan on February 6, 2017 at 8:59am — 4 Comments
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…
ContinueAdded by Devin Koskan on January 19, 2017 at 8:06am — No Comments
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…
ContinueAdded by Ujj Nath on December 13, 2016 at 8:30am — 1 Comment
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…
Added by Ujj Nath on November 21, 2016 at 9:52am — No Comments
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,”…
ContinueAdded by Mike Gorun on October 11, 2016 at 8:52am — No Comments
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…
ContinueAdded by Mike Gorun on May 17, 2016 at 8:25am — No Comments
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…
ContinueAdded by John J Bottone on January 25, 2016 at 7:31am — No Comments
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…
ContinueAdded by Joe Orr on January 19, 2016 at 9:55am — No Comments
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…
ContinueAdded by Joseph Little on November 5, 2015 at 4:15pm — No Comments
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…
ContinueAdded by Joe Orr on September 9, 2015 at 8:45am — No Comments
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…
ContinueAdded by Joe Orr on August 19, 2015 at 8:30am — No Comments
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