Mike Gorun's Blog – August 2016 Archive (4)

Do You Have A “Super” Loyalty Program?

Loyalty programs are nothing new to retail. In the beginning, most consisted of simple punch cards or other basic means of tracking customer transactions. As technology improved, many programs became digitized with key tags, cards and other ways for retailers to keep track of these transactions, aside from purely manual means.



Then came big data, enabling…

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Added by Mike Gorun on August 30, 2016 at 8:51am — No Comments

Maybe We’re Approaching This Whole Loyalty Thing Wrong?

Customer loyalty is something every business needs and desires. Some companies are spectacular at accomplishing it, while others struggle.



According to a study by DMA, perhaps we’re missing an important fact… not all loyal customers are the same.



DMA’s “Customer Engagement 2016” study, takes customer loyalty a little further. It…

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Added by Mike Gorun on August 26, 2016 at 9:00am — 1 Comment

So You Think You Have Customer Loyalty Figured Out…Not So Fast!

You may think that simply because you offer an excellent customer experience, your customers will be loyal… but what is really happening? Is it possible that YOUR definition of a great customer experience differs from your customers?

 

A…

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Added by Mike Gorun on August 16, 2016 at 10:28am — No Comments

CrossFit for Dealerships: Building a True Team

If you’ve ever worked in automotive retail, you know that there are constant internal struggles going on between employees and their departments. The structure of most dealerships actually encourage this – similar to how a salesperson’s pay plan incents them to sell cars.

 

The most obvious friction oftentimes occurs between sales and service. While in theory,…

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Added by Mike Gorun on August 9, 2016 at 1:32pm — No Comments

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