Most auto dealerships do some, if not all of their service marketing with their manufacturer owner retention programs (ORPs). The purpose of ORPs is stated in the name: to build customer loyalty. But how well do these programs deliver on that promise?
The results from ORPs are all over the board. Some dealerships effectively use ORPs to…
ContinueAdded by Courtney Evans on January 31, 2020 at 9:30am — No Comments
From a consumer perspective, access to loaner vehicles is a major factor in service location choice—both in terms of franchised dealer versus independent repair facility, and among franchised dealer locations. Loaner vehicles help to overcome the inconvenience of having to drive further for service, and from having to wait at the dealership or make alternative transportation…
ContinueAdded by Scot Eisenfelder on July 18, 2018 at 9:30am — No Comments
Rewards programs are indisputably a staple in common society. Most retailers have them and consumers have come to expect them.
The problem is that most retailers view rewards programs as an expense, rather than a revenue generator. Sure, there are discounts and other things that come along with rewards programs – and those are the “expenses” some retailers…
ContinueAdded by Mike Gorun on March 20, 2018 at 9:54am — No Comments
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…
ContinueAdded by Mike Gorun on March 6, 2018 at 9:44am — No Comments
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…
ContinueAdded by Mike Gorun on February 27, 2018 at 9:12am — 1 Comment
People are motivated by many different things. Some by money. Some by time off. But one of the most universal ways to motivate an employee is by recognition. For the most part that recognition comes from external sources; perhaps a customer compliments the employee either in person or via an online forum – then management reacts and shares that feedback with the employee…
ContinueAdded by Mike Gorun on February 20, 2018 at 9:37am — No Comments
Added by Mike Gorun on January 30, 2018 at 9:22am — No Comments
As a dealership there are many ways you can identify if…
ContinueAdded by Mike Gorun on January 23, 2018 at 10:01am — No Comments
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…
ContinueAdded by Mike Gorun on December 19, 2017 at 9:35am — No Comments
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…
ContinueAdded by Mike Gorun on December 12, 2017 at 9:09am — No Comments
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…
ContinueAdded by Mike Gorun on December 4, 2017 at 10:33am — No Comments
Added by Mike Gorun on November 28, 2017 at 9:25am — No Comments
Added by Mike Gorun on November 21, 2017 at 9:45am — No Comments
Added by Mike Gorun on October 31, 2017 at 9:34am — No Comments
The automotive industry, in general, has an employee retention problem. A BIG one. And especially big in dealership’s sales departments. Sure, there…
Added by Mike Gorun on October 17, 2017 at 10:08am — No Comments
Added by Mike Gorun on June 13, 2017 at 9:41am — No Comments
Added by Mike Gorun on June 6, 2017 at 9:37am — No Comments
When it comes to customer loyalty programs, customers like to feel appreciated and recognized for their loyalty. And, if they are not, it doesn’t take much to turn them away from being loyal customers into brand advocates.
I recently came across an interesting story about an Uber customer who wrote an open…
ContinueAdded by Mike Gorun on February 28, 2017 at 8:39am — 1 Comment
As technology has caused a significant shift in consumer interactions and desires, retailers have to follow suit in order to retain the consumers’ business. Customer loyalty is an increasingly fickle thing. And, as convenience has become so easily attainable for today’s consumers, some retailers believe that the only competitive arena left is price. However, this is not…
ContinueAdded by Mike Gorun on November 22, 2016 at 9:39am — No Comments
One dealer in Florida is taking a stand to ensure that pre-owned vehicles with open recalls never hit the streets. When the Takata airbag crisis first reared its ugly head, Earl Stewart of Earl Stewart Toyota, started informing customers of in-stock vehicles with open recalls by clearly marking them with signs, while still continuing to sell them.
In June of…
ContinueAdded by Chris Miller on November 9, 2016 at 11:03am — 1 Comment
2024
2023
2022
2021
2020
2019
2018
2017
2016
2015
2014
2013
2012
2011
2010
1999
© 2024 Created by DealerELITE. Powered by