Tom Kain's Blog – May 2015 Archive (1)

Customer Defection Points

Nearly 70% of active service customers are within the manufacturers warranty (1-3 year old vehicles), leaving a retention rate of only 30% after the warranty expires. The BIG question is WHY are dealers losing 70% of their active service customers when the warranty expires?

Three Main Defection Points

First Oil Change

Believe it or not, a majority of customers never make it back to the dealership for even their first oil…

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Added by Tom Kain on May 13, 2015 at 4:02pm — 4 Comments