Leaders: Either Change or FAIL
Leaders in automobile dealerships across the U.S. are inundated daily with shouts that they must change or they are going to get left behind and fail. My question is: Change may be necessary, but are we listening to others or asking questions ourselves? And secondly, are we asking the right questions?
Are Your Customers “Attitudinally Loyal,” And Why Should You Care? — Part 2
So now that we’ve established the benefits and necessity of attitudinally loyal customers, the question becomes: “How do I get more of them?” The answer we’ll explore here is customer-focused experiential and attitudinal research.
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?
Podcast: Training Techs to Reduce Turnover
Tom Palermo, vice president and general manager for Preferred Automotive Specialists, discusses training your techs to reduce turnover.
Insanity: Doing the Same Thing and Expecting Different Results
Over the years, there has been a slow evolution of how we do business in the automobile industry. Essentially, not much changes and, if it does, it’s so slow that it is imperceptible.
Outbound Calling Lease Retention Best Practices
Outbound calling remains an effective component in a highly efficient lease-retention campaign. Like any other targeted campaign, many customers want you to proactively call them and present personalized offers.
The Business Case for Gratitude
This year, I’m upping my “thank you” game, and I challenge you to the same in your dealership — for the benefit of your employees, your customers and yourself.
Podcast: Boosting Lease Retention with Phone Campaigns
Michael Markette of CallRevu joins us to discuss using the phones to boost your dealership’s lease retention numbers. callrevu.com
Connecting for Success: Streamline Your Processes to Increase Customer Loyalty – and Your Profits
Study after study shows that the vast majority of Americans dislike the car buying process and would make big changes to it if they could. This may sound like bad news, but it creates a big opportunity for you. If your customers leave your dealership with a good feeling, an unexpected good feeling, that directly results in appreciation and loyalty.
Customer Retention for an Online Market
How do you build retention with customers who buy from you, but never set foot in the dealership or meet an employee face to face? It’s an important question for all online retailers, and it should be part of the marketing discussions with your staff and agencies. Unlike many online retailers, you don’t sell consumables
Give Your CRM Good Data for More Profitable Customer Connections
One constant message we send to customers is that their CRM is only as good as the data entered in it. The way data is captured, managed and utilized in the CRM is the key to customer acquisition and retention. Now, some dealers may think advertising is the most effective way to reach customers. Advertising
Podcast: Provide Your Service Customers with More
Patrick Fletch of AlloyGator Wheel Protection speaks with us about ways to offer more to your dealership’s service customers.
