One of the challenges that dealers and managers face when analyzing their marketing budgets is sourcing traffic. Do you find anomalies in your sources when reviewing the sourcing of your store’s traffic? Is every customer being reported in your CRM as generated via a Walk-in, Billboard, Auto Mall or AAA? AAA sounds great until you[…]
Creating loyal customers starts with a loyal team. It is important that your employees feel valued and motivated on a daily basis. When your team is at its best, then you can be sure that your customers will be getting the best service. Here are 5 communication tips to make sure that you and your managers[…]
To build loyal customers, ensure all communications, solicitations and offers you send treat them as “exclusive members,” and not as just another one of the retail herd. The herd is homogenous and impersonal. An exclusive member is an individual who feels they are receiving some form of special treatment. Recently, I received three different $50.00[…]
In the past, the right mixes of traditional and media buys wrapped up in the bow that is your demographic was all it took to catch consumer’s attention and bring them into your dealership. Then Al Gore invented the Internet and everything changed. Not all at once, mind you, but it did and still is.[…]
Happy, loyal employees can be fantastic talkers. The bigger the brand, the more potential advocates you have. And while not every employee will want to do it, that’s OK — because just as many will. Here’s how to help the eager ones share: 1. Show them how to do it You probably have a lot of employees[…]
I am sure many of you will have heard the saying “If you love something, set it free. If it comes back, it’s meant to be.” While this may be good advice for relationships, it’s certainly not good advice for business. A recent whitepaper examined how many companies focus too much on share-of-market and the resulting damage.[…]
Some products or services fail because they fix a problem that too few people need fixed. Others fail even though there is a demand for a product or service to fix a problem, it’s just that the company didn’t create the right product or service to fix it. I think from the title of the post,[…]
I’ve written many articles about the different types of loyalty and how each can affect your business’ growth and revenue. However, I’ve never written an overview of how all these components fit together in a holistic manner. Hopefully, this blog article will help put the pieces together so that you better understand these concepts more[…]
I came across an excellent blog article recently that discussed the different forms of loyalty that exist in the car business. In this article, the author described three levels of customer loyalty: brand loyalty, dealership loyalty and salesperson loyalty. He described these three different types of loyalty as follows: Brand loyalty: The focus here is on customer loyalty to[…]
The Ritz-Carlton hotel chain has an exciting customer service policy that empowers every employee with $2,000 to satisfy any guest without approval. This isn’t a one-time power but it’s per incident. Some business owners like the general idea but express concerns about providing employees with this much freedom. They worry that employees will either abuse the empowerment[…]