Mike Gorun
  • San Ramon, CA
  • United States
  • Performance Loyalty Group, Inc
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Mike Gorun posted a blog post

Is Digital Retailing Really a Good Thing for Dealers?

The buzz today among vendors in the automotive industry is all about making the car buying transaction faster and more convenient for the consumer. I get it. Consumers think it takes too long to buy a car, so technology companies are inventing ways to trim down that transaction time. Sure, it may make car buying an easier and more convenient experience for consumers which, the hope is,…See More
Mar 27, 2018
Mike Gorun posted a blog post

Rewards Programs Mean More than Just Rewards

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 focus on – but there’s one big…See More
Mar 20, 2018
Mike Gorun posted a blog post

A PERFECT example of the Trifecta that Creates Loyalty

The never-ending question is… what does it take to earn customer loyalty? Of course, the answer changes all the time and that is what makes loyalty so confusing and difficult. As technology continues to develop and improve, consumers have more access to information and aggressively compare prices and services. Businesses are constantly on their feet scrambling to adjust in order to keep…See More
Mar 13, 2018
Mike Gorun posted a blog post

Being Real: The Fastest Way to Earn Customer Loyalty

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 concept that,…See More
Mar 6, 2018
Mike Gorun's blog post was featured

Wowing the Customer: Actions Speak Louder than Words

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 Peter Shankman shares an interesting…See More
Mar 1, 2018
Mike Gorun posted a blog post

Wowing the Customer: Actions Speak Louder than Words

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 Peter Shankman shares an interesting…See More
Feb 27, 2018
Mike Gorun posted a blog post

Don’t Forget Mr. & Mrs. Cellophane!

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 and, perhaps,…See More
Feb 20, 2018
Mike Gorun posted a blog post

Winning Customer Loyalty Through Convenience

Customer loyalty is increasingly difficult to earn. Consumers simply aren’t as loyal to a specific store as they were in the past. Years ago, perhaps you’d visit that local hardware store owned by Bill and Martha. Each time you visited they welcomed you by name and offered their assistance. In our current age of mega-stores, the customer experience is not the same. There’s no longer a…See More
Feb 13, 2018
Mike Gorun posted a blog post

Creating Brand Advocates Is Not as Hard as You Think

As countless messages fill the world, consumers increasingly turn to family, friends, peers and, even strangers, to make buying decisions. Whether those decisions are as broad as who to do business with or are centered around which item to buy to help solve their problem, word-of-mouth and online reviews have become a key part of that decision-making process. Too many bad reviews via…See More
Feb 6, 2018
Mike Gorun posted a blog post

Why Consumers Are Navigating Away from Traditional Customer Service

In a very interesting dynamic shift, consumers are increasingly changing how they want to interact with businesses for customer support. Just five years ago, think about how irritating it was to navigate through phone trees, just to finally reach a support agent, explain the…See More
Jan 30, 2018
Mike Gorun posted a blog post

Don’t Eat Tomato Soup with Chopsticks

As a dealership there are many ways you can identify if you’re losing customers. Through data, you can see that John Smith used to come into the dealership regularly for service but then disappeared without a peep. Why did John Smith stop coming in? Do you know? You could certainly reach out to John and see if you can get any insight, and he may even respond and tell you why. Perhaps he…See More
Jan 23, 2018
Mike Gorun posted a blog post

Communication Makes Everything Easier

In our fast-paced society, some of the things done just a short time ago to impress and retain customers no longer work. Today, business owners can’t always keep on top of the latest and greatest ways to keep their customers loyal.  However, there is one thing that hasn’t changed much over the years – personal interaction without expecting immediate returns: a friendship of…See More
Jan 16, 2018
Mike Gorun posted a blog post

It’s 2018. Now What?

If you work in a dealership, my bet is that you are either celebrating because you exceeded your goals, are breathing a sigh of relief that you met them, or are extremely nervous because you didn’t.This time of year is generally crammed with reports, RDRs, OEM face downs and accountability. It is also the one-time that management and salespeople reverse roles, in a sense. Let me…See More
Jan 9, 2018
Mike Gorun posted a blog post

Don’t View Questions as a Weakness

A recent article on CustomerThink explains how many companies view requesting customer feedback as a weakness. However, by asking questions you can optimize the results of your CX experience and save money because, sometimes what WE think should improve the…See More
Dec 26, 2017
Mike Gorun posted a blog post

The Allure of Cross-Monetization & Evolving Loyalty Rewards

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 creative with their rewards. In fact, experiential rewards which transcend simple discounts or free services are very much on the rise.  As loyalty programs seek to further entice members to focus on gaining…See More
Dec 19, 2017
Mike Gorun posted a blog post

You’re Not Going to Create Brand Loyalty with Urgency

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 deal.”   The problem is, it is no longer effective. Consumers have become numb to these messages; the simple reason being that they don’t…See More
Dec 12, 2017

Profile Information

Which best describes you?
Vendor Partner
What company do you work for (or own)?
Performance Loyalty Group, Inc
What is your current position within your organization?
Managing Partner/CEO
What is your company website?
http://www.performanceloyalty.com
What is your Facebook page/URL?
http://https://www.facebook.com/PerformanceLoyaltyGroup
How did you specifically hear about DealerELITE? If referred, who?
invitation on Linked In
Not everyone gets approved for DealerELITE. To maintain the integrity of DealerELITE, tell us what you will have to offer once a dealerELITE member?
conversations with dealerships related to customer loyalty and retention

Mike Gorun's Blog

Is Digital Retailing Really a Good Thing for Dealers?

Posted on March 27, 2018 at 9:07am 0 Comments

The buzz today among vendors in the automotive industry is all about making the car buying transaction faster and more convenient for the consumer. I get it. Consumers think it takes too long to buy a car, so technology companies are inventing ways to trim down that transaction time. Sure, it may make car buying an easier and more convenient experience for consumers which,…

Continue

Rewards Programs Mean More than Just Rewards

Posted on March 20, 2018 at 9:54am 0 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…

Continue

A PERFECT example of the Trifecta that Creates Loyalty

Posted on March 13, 2018 at 9:54am 0 Comments

The never-ending question is… what does it take to earn customer loyalty? Of course, the answer changes all the time and that is what makes loyalty so confusing and difficult.

 

As technology continues to develop and improve, consumers have more access to information and aggressively compare prices and services. Businesses are constantly on their feet scrambling…

Continue

Being Real: The Fastest Way to Earn Customer Loyalty

Posted on March 6, 2018 at 9:44am 0 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…

Continue

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