Don’t View Questions as a Weakness

By Editor
in
Driving Retention Blog
Jul 24, 2019

A recent article on CustomerThink explains how many companies view requesting customer feedback as a weakness. However, by asking questions you can optimize the results of your CX experience and save money because, sometimes what WE think should improve the customer experience isn’t what the customer wants. If you don’t consult with customers about what THEY think is wrong with the experience, then craft solutions to solve those issues, you can end up like a fortune teller, attempting to read the minds of your customers without really having a[…]

Read more

You Don’t Have to Be Company 2nd to be Customer 1st

By Editor
in
Driving Retention Blog
Jul 12, 2019

While today’s businesses understand the need to provide an excellent customer experience, many don’t truly understand what customer experience means. What’s more, some don’t even realize they already have most of the things needed to provide a truly great customer experience. According to an article published by Which-50, 61% of marketing leaders stated that their company has a CXO (Chief Experience Officer), or equivalent position. This alone illustrates the importance[…]

Read more

Does your Dealership Have an Employee Retention Problem?

By Editor
in
Driving Retention Blog
Jul 01, 2019

The automotive industry, in general, has an employee retention problem. A BIG one. And especially big in dealership’s sales departments. Sure, there are exceptions. However, NADA reports that sales turnover in dealerships averages 70 percent. That’s a lot!  I’m sure that dealerships would rather not have this issue — so why is it happening? Well, an article  I recently read in Forbes shines[…]

Read more

Ways To Increase Productivity

By Editor
in
Driving Retention Blog
Jun 28, 2019

Let’s face it. The car business can be brutal. Many in auto retail find themselves working long hours, under stressful conditions, with hardly any free time to see their families or enjoy other activities.  In our industry, many managers are under a lot of stress. The stress of production can wear a person out– whether that’s sales goals to be met, or service revenue targets. As a[…]

Read more

Customer Acquisition Can Be More Effective When You Spend $0

By Editor
in
Driving Retention Blog
Jun 26, 2019

Customer retention is typically much less expensive than customer acquisition. However, with the advent of the internet, consumers are changing.  Now, I’m not saying that your dealership should ditch retention and loyalty strategies – not by a longshot. You need both retention and acquisition to grow. But what if I told you there is a customer acquisition strategy that costs ZERO dollars? Interested? I thought[…]

Read more

Communication Helps Increase Productivity

By Editor
in
Driving Retention Blog
Jun 21, 2019

In many businesses, it is typically frowned upon when an employee goes over the head of their immediate supervisor, or directly to another department, to get questions answered or problems solved. This easily creates animosity between the employee and their direct supervisor and is frowned upon as it is a failure to follow chain of command. This system of following a hierarchy has been in[…]

Read more

Consumer Attention Spans Are… Declining

By Editor
in
Driving Retention Blog
Jun 19, 2019

If you haven’t already noticed, human’s attention spans, in general, are decreasing. A deluge of short soundbites, marketing messages and social media has created a society that simply won’t listen… if you talk too long. Do you have a friend who, when they want to tell you a story, you immediately ask them how long it is? If so, I’m sure you understand. According to[…]

Read more

Text Communication

By Editor
in
Driving Retention Blog
Jun 17, 2019

Texting is by far the most popular form of communication for consumers – especially with younger generations. However, because of the many compliance rules and laws that have to be followed, many dealers are hesitant to adopt text messaging — they simply don’t want to risk it.  Consumers prefer to communicate via text because it’s short, to the point and non-intrusive. Have you ever[…]

Read more

When It Comes to Customers Don’t Judge a Book By Its Cover

By Editor
in
Driving Retention Blog
Jun 12, 2019

Almost every salesperson or manager that’s been in the business for a while has a story to tell where someone – perhaps even themselves – prejudged a customer and lost a sale. Perhaps that sale was lost to another salesperson at the dealership, or perhaps the dealership lost the sale altogether. But it has happened and still continues.   Here are a few examples:  According[…]

Read more