Understanding Rewards
A solid rewards program is not trying to trick the customer into doing business but thank them for their business in a meaningful way.
Loyalty Versus Retention
Customers become loyal when they think you have gone the extra mile. The days of saying, ‘We’ll treat them right and they’ll come back’ are pretty much over. Everyone treats their customers right in this market.
Hidden Profit Centers
Nothing helps retain a customer better than a strong PPM program. Why leave 80 percent of your customers out when it is a great value for them and creates a customer for life?
Rewards, Rewards, Rewards!
If you’re serious about creating lifetime customers, and motivating those customers to do what you want them to do to create more sales, then you need to consider installing and providing a rewards program that has value to your customers.
Focus on How Your Customer Can Get More, Not How They Can Pay Less
There are quite a few companies that can provide some or most of the elements needed to produce results — make sure to utilize the company that can do it all. Super-boost your retention and, more important, capitalize from it.
Setting Your Expectations for a Loyalty Program
Each visit is an opportunity to prepare for the next visit and set realistic expectations on what services will be needed.
Add a Little Magic to the Experience
Discounts are a bribe. You are spending money to gain business and hoping it leads to more business. With a loyalty program, it is just the opposite. The customer gives us business and then we give them the “thank you.”
Keep Customers Engaged and Motivated for the Long Term
“Retention is easy to overlook, but in some cases you are picking up dimes as you walk over dollars.”
So, What Makes You Different?
Every automotive dealer believes that they run the best operation and do everything a little better than their competition. But, is this true? I have the pleasure of going to all regions of the country every week and walking into automotive stores that are new to me. I can assure you that, for most of
Freebie Love
I read an article recently in USA TODAY with the headline, “Expect Some Freebie Love when Buying a New Car.” The article mentioned the things dealers give away to reward customers, such as a free tank of gas, a second set of keys, floor mats and so on. The article also pointed out special perks,
How to Build a Public Relations Position to Grow Customer Retention
How would you create a ‘wow’ buying experience for the customer after they purchased their car? How would you set up a brand new profit center by developing a public relations manager? I have had a few calls from people about last month’s article about using the “Apple Experience” in your dealership’s service drive to
USING CUSTOMER RETENTION TO DRIVE SALES
I visit about 250 dealerships a year and, from time to time, I hear different complaints about things that are not working the way we would like them to. Some are the usual — not enough sales, can’t find techs, heavy turnover in the sales department, etc. Sorry, no answer for these. However, I think