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Comment by Ron Terry on July 5, 2011 at 1:51pm

Jim... I did look at your videos and they are good!

Thanks...Ron

Comment by Jim Kristoff on July 1, 2011 at 4:10pm

I agree.....go to my website...JimKristoff.com and see my (6) Leadership videos and (8) Accountability videos and (4) Customer Retention videos and (4) Employee Retention videos...

I think you will see we have a LOT of common ground....

Comment by Ron Terry on July 1, 2011 at 4:01pm

Jim...Good points and oh so true.

 

Let me propose something for your consideration. I believe customer retention begin much farther upstream than with "hello".

• Customer retention begins with leadership
• It starts when there are clearly defined and communicated dealership values governing all behavior
• It begins with a well developed dealership brand promise
• It happens when dealerships hire, train and mentor the right people in the right process.
• It starts when dealerships use segmentation information to design high value experiences for customers.

These are few pieces of a larger picture. In my experience, I have not seen a dealership effectively put all of these components together into a coherent whole. For the dealership that does, they will dominate the market and high levels of customer retention will be common place. . Your thoughts...