In search of service revenue, dealerships turn to randomly scheduling service appointments regardless of shop capacity. Or they take everyone that drives up. This can easily overwhelm the service department. It leaves customers frustrated and causes a LOSS in service revenue from both new/drive-up customers and customers with appointments.
How…
ContinueAdded by Dan Beres on December 12, 2019 at 9:52am — No Comments
Grapevine, Texas, December 10, 2019 -- DealerBuilt, an enterprise Dealer Management System (DMS) for automobile…
ContinueAdded by Michael Trasatti on December 10, 2019 at 9:54am — No Comments
Recall completion percentages have been increasing, but despite increased communication attempts, that increase is hitting a plateau.
A recent trend reveals that many vehicle owners are very interested in mobile services. Currently, the percentage of independent repair shops that offer mobile services dramatically outweighs franchised dealers.…
ContinueAdded by Dan Beres on December 2, 2019 at 10:01am — No Comments
It costs most dealers about five times as much to acquire a new customer than to retain those they already have. Yet, increasing customer retention by as little as five percent can increase profits by up to 95 percent, according to the research group Bain & Company.
That’s because loyal customers and enthusiastic fans will keep coming back - and they’ll refer friends and family to your dealership. Loyal customers also tend to prioritize great customer…
ContinueAdded by Bill Wittenmyer on November 11, 2019 at 10:19am — No Comments
Your dealership has probably been using an owner retention program (ORPs) for years, but when was the last time you evaluated the effectiveness of each communication?
One thing is certain. Sending out the same communications with the same messages via the same channels, again and again, isn’t a winning strategy. The goal of an ORP is to…
ContinueAdded by Courtney Evans on November 8, 2019 at 9:36am — No Comments
Consumers have grown tired of the countless vanilla marketing messages many companies keep sending (and yes, that includes OEMs and dealers.) However, the marketing tactic that is enjoying success is relevant marketing directly aimed at a specific individual. Relevance is the key to winning today’s consumers. But, it’s not only about relevance, it also…
ContinueAdded by Timmy D. James on October 25, 2019 at 10:18am — No Comments
That feeling of dread – the letter arrives at the dealership with a return address from an attorney you don’t recognize, addressed to "Owner" or "General Manager." Inside is a demand letter indicating that your website or mobile application is inaccessible as required under the Americans With Disabilities Act (ADA). You need to contact them right away to…
ContinueAdded by Ed Barton on October 24, 2019 at 9:47am — No Comments
A recent Affinitiv survey of 1,000 automotive consumers reveals that dealerships are falling short when it comes to delivering personalized, online shopping experiences to customers. In the same study, we analyzed a sample of 100 dealer websites to better understand the current level of personalization that dealers are offering.
Why the focus…
ContinueAdded by Doug Van Sach on October 18, 2019 at 10:22am — No Comments
“Hey Alexa, order me more shampoo. Also, can you get me a trade number on customer Smith, make sure that our inventory is up to date online, improve my service drive experience, skyrocket our profitability, and find out why John didn't show up today? Thanks, Alexa!”
Anyone else tired of hearing that Amazon, Apple, and Google should be the gold…
ContinueAdded by Adam Swanson on October 17, 2019 at 9:33am — No Comments
Today's customers expect and demand a fantastic experience. From initial research to the showroom visit, delivering a great experience at every touchpoint will give you a distinct advantage over your competition and help you win deals.
My last blog, 7…
ContinueAdded by Cory Wright on September 25, 2019 at 1:15pm — No Comments
When we think of using customer data, it’s often in the context of marketing. I’ve written previously on how…
ContinueAdded by Courtney Evans on September 13, 2019 at 10:30am — No Comments
Over the years, Google has firmly established itself as the 800-pound gorilla when it comes to search ads. After all, it is, without a doubt, the most used search engine. And, because of that, enjoys the monetary benefits from many ads.
In the automotive industry, to gain valuable traffic from in-market consumers, dealers compete with…
ContinueAdded by Tim Duke on September 6, 2019 at 10:05am — No Comments
"There are two ways of meeting difficulties: you alter the difficulties; or you alter yourself to meet them," ~Writer, Phyllis Bottome.
For those of you that know me, or if you have followed my blogs for a while, you probably know that customer service is a passion of mine. I genuinely…
ContinueAdded by Veronica Dunford on September 4, 2019 at 10:08am — No Comments
Lakeland, FL, September 3, 2019 - fusionZONE Automotive, LLC today announced the appointment of Adam Swanson as OEM Director. Swanson is a successful consulting executive with over ten years of experience at leading teams in enterprise-level automotive consulting strategy. He is also a specialist in…
ContinueAdded by Ed Barton on September 3, 2019 at 10:05am — No Comments
A recent article from consulting giant Deloitte has added new importance to the role of retailer websites in the average consumer’s vehicle purchase journey. According to the results of its…
ContinueAdded by Graham Annett on August 29, 2019 at 10:13am — No Comments
These days, consumers usually look at online reviews when deciding not only WHAT they are going to buy, but also WHO to buy it from. However, there have been plenty of scandals in the retail industry concerning fake or paid reviews. So, it gets a little cloudy in the water, and consumers have gotten somewhat cynical.
Take Amazon. Hundreds of…
ContinueAdded by Paul Moran on August 23, 2019 at 10:03am — No Comments
Customer experience and standing out from the competition by excelling at customer satisfaction is still very much a good business practice today. Time is valuable for today's busy consumers, and many dislike the vehicle service experience at dealerships because of long wait times.
Loaner cars and shuttles help, but they can end up making it…
ContinueAdded by Dan Beres on August 13, 2019 at 10:00am — No Comments
For such a small word, the word ‘data’ packs a pretty big punch. Some marketers get overwhelmed when they hear it because they believe it’s complicated. Others give it a bad rap without really understanding the benefits.
Yet it’s difficult to deny the advantages of data-driven marketing:
Added by Courtney Evans on August 9, 2019 at 10:15am — No Comments
I read an interesting study recently in MarketingWeek.com. It found that while marketers believe in the importance of the customer experience, within 2-3 years, that importance will decline due to business growth, transformation, and disruptive technologies.
According…
ContinueAdded by Michia Rohrssen on August 6, 2019 at 10:31am — No Comments
One of the biggest hurdles dealerships face when attempting to create a personalized experience for every customer is breaking down their data silos. Data silos are common in virtually every auto dealership today. They…
ContinueAdded by Doug Van Sach on August 1, 2019 at 10:13am — No Comments
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