In the automotive world, the bottom line is that many dealerships experience very high turnover rates with employees, especially in sales. Our world is one of high stress, long hours and feast or famine. (This might not be as true in the service departments.) However, the face of your dealership to a customer who bought their car from you is their salesperson. Yes, it is.…
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Added by Mike Gorun on June 25, 2013 at 9:10am —
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I recently read an article about a recent Forrester Report titled “Banks and Retailers: You Cannot Price Your Way Out of Bad Customer Experiences.” It was quite fascinating but there was one part that really resonated with…
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Added by Mike Gorun on June 4, 2013 at 10:23am —
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Creating a loyal customer is sort of like getting married. The introduction is followed by a period of courtship and, if all goes well, commitments are made. Loyalty in the automotive world is something that everyone battles from the OEM level to the dealership. Did you know, however, that the longer you’ve had a customer the harder it is to keep them?
Logic…
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Added by Mike Gorun on May 28, 2013 at 9:27am —
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Dealerships today spend most of their marketing budgets on acquiring new customers. Those ads in the newspapers aren’t really meant for current of past customers, they are meant to attract new customers. The cost of customer acquisition ranges from 6 to 10 times more than the cost…
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Added by Mike Gorun on May 14, 2013 at 7:46am —
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When did you last share with someone important why you enjoy him or her? We’re fast to convey disappointment or dissatisfaction with others, but uplifting the attributes in them we like feels rather strange.
Yet when it comes to building loyalty, whether in customers, coworkers or family members, nothing will engage their attention – and draw them to us in…
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Added by Mike Gorun on April 16, 2013 at 9:26am —
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In today’s world, there are many standout companies when it comes to customer service; Zappos and Nordstrom being a couple of examples. These companies focus on providing their customers with world-class service and, because of that, people are willing to pay more while maintaining fierce loyalty. Not only do these companies earn the loyalty of their customers through the…
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Added by Richard Holland on April 4, 2013 at 9:00am —
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Good morning Dealer Elite members and friends,
In my travels I visit hundreds of dealerships as a consultant and sometime as an observer or even as a consumer. Some of the things I see amaze me, some in a good way and some in a bad way. For example I was touring a series of dealership locations over the weekend and I must say that each dealership had a different customer experience.
It was saturday and it was quite warm so I was dressed casually and I visited…
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Added by Ian Nethercott on August 27, 2012 at 8:32am —
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On May 22, 2012 I wrote a blog asking the public if GM made a wise choice dropping its 10 million dollar advertising spend from Facebook. (For the entire blog visit: http://deliverymaxx.wordpress.com/2012/05/22/did-gm-make-a-wise-decision-dropping-facebook-as-an-advertising-medium/ ) My position then as it is now is that GM and many automotive dealerships are…
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Added by James Schaefer on July 18, 2012 at 12:14pm —
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Good morning Service Managers, GM, service writers and owners,
As I travel around the country and work with dealers and car manufactures what surprises me is the focus on service retention, but the lack of process and Proactive steps to get this great goal accomplished.
Dealers have service appointments every day, most car makers even have in car systems to help customers manage the service of their car and let them know. The problem is the dealer are not helping the…
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Added by Ian Nethercott on July 9, 2012 at 9:55am —
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Thank You Dealer Elite Members
First of all I would like to thank Dealer Elite Members and others for taking the time to View my last Blog Post, I appreciate it. I was advised at had been viewed over 700 times so far, my sincere thanks to everyone.......
Now we all know the automotive industry needs to move into the 22st century as quickly as possible. Some of you may ask why, when some of the tactics still work.
Well let me give you some examples from…
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Added by Ian Nethercott on June 19, 2012 at 9:00am —
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Do you hate seeing that your customers have unsubscribed from your email list? Do you loathe seeing them “unlike” your fan page. Do you cringe when your customers are no longer your Tweeps? Well, the average customer is bombarded with around 3,000 messages a day so more than likely, if they leave, they’re just not that into you.
How can you court your customers back and gain…
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Added by Ketty Colom on June 5, 2012 at 9:13am —
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by Kathryn Carlson
Auditing personnel files should be an annual task for the HR Manager or Business Office Manager. It isn’t fun but it is necessary if an employer wants to ensure compliance with record retention regulations. Annual personnel file audits also provide an opportunity to correct any issues prior to an…
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Added by Brian Torrez on January 31, 2012 at 4:51pm —
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As a certified sports nut, I love big-time game-changing plays – the “Hail Mary” pass to win the game as the last seconds tick off, and the three-pointers from 'Downtown' at the buzzer, those remarkably bold plays that lift fans out of their seats...
We can learn much about sales success strategies from those who have and continue to lead their teams to championships in the sports arenas and on the fields across this great nation.
Consider the discipline,…
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Added by Kurt Kubicki on January 3, 2012 at 12:47pm —
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Doug Van Sach named vice president strategy and analytics; Robert Silberman heads CRM and product strategy for automotive marketing leader
Daytona Beach, FL – DMEautomotive, the industry leader in science-based, results-driven automotive marketing, today announced two key appointments to further bolster its expanding Strategy and Analytics team. Consumer behavior and data…
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Added by Crystal Hartwell on November 7, 2011 at 8:06am —
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New ‘card-free’ program eliminates usual loyalty program hassles with turnkey process that allows dealers to focus on selling, rather than implementation
Daytona Beach, FL -- October 19, 2011 – DMEautomotive, the industry leader in science-based, results-driven automotive marketing, today announced a new affordable “card-free” customer loyalty program for auto dealerships designed to eliminate the usual…
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Added by Crystal Hartwell on October 19, 2011 at 8:33am —
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CAR-Research XRM Enjoys Unprecedented Growth,
Appoints Patrick Kelly as President & COO
Houston, Texas, October 18, 2011, CAR-Research XRM, a single-source CRM solution uniquely branded as; “XRM, Exceeding CRM”, today announced the appointment of Patrick Kelly, formerly Senior Vice…
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Added by sara callahan on October 18, 2011 at 9:15am —
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MPi Launches EDGE Express for Auto Dealer Express Service Business Operations,
Optimizes Inspection Performance Timing
Las Vegas, NV, October 10, 2011 –MPi (www.mpi-edge.com), the pioneer and leader in vehicle inspection tools, service workflow expertise, and consulting for automotive…
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Added by sara callahan on October 10, 2011 at 10:16am —
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CAR-Research XRM Launches AutoDesk: Automated Rates & Residuals Program Provides Auto Dealers All Automotive Incentive Information in Simple, Integrated Format
Houston, Texas, September 20, 2011, CAR-Research XRM, a single-source CRM solution uniquely branded as; “XRM, Exceeding CRM”, today announced the launch of AutoDesk, a new automated Rates and…
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Added by sara callahan on September 20, 2011 at 8:55am —
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MPi Chairman, CEO Les Silver to Speak at 11th Digital Dealer Conference about Increasing Service Department Profitability Using Digital Technology
Las Vegas, NV, September 19, 2011 –MPi (www.mpi-edge.com), the pioneer and leader in vehicle inspection tools, service workflow expertise, and consulting for automotive dealership service centers, today announced that company Chairman…
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Added by sara callahan on September 19, 2011 at 9:00am —
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CAR-Research XRM Releases Auto Dealers' Guide to Outselling Competition, Increasing Car Sales, Decreasing 3rd Party Leads, & Closing more Be-Backs
Houston, Texas, August 16, 2011 – Many auto dealerships are closing just twenty percent of shoppers who come through the doors, while the remaining eighty percent simply walk away to a competitor.…
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Added by sara callahan on August 16, 2011 at 9:33am —
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