Clever Interactions with Customers Create Customer Loyalty

By Editor
in
Driving Retention Blog
May 13, 2019

As consumers increasingly shift their shopping online, choosing to skip visits to traditional retailers, it’s become difficult for businesses to get that all important relationship-building face-to-face time. In the automotive industry, a similar shift is happening. Industry disrupters are taking the whole purchasing process online, forcing major automotive companies to develop technology that allows consumers[…]

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Why the Least Interesting Thing for Consumers Will Be to Drive a Car

By Editor
in
Driving Retention Blog
May 10, 2019

At the recent Adobe Summit, executive vice president and general manager, Brad Rencher, advised businesses that if they wish to survive in the future, they have to become “experience businesses.” He feels this is what will separate market leaders from the rest of the pack. In fact, he stated, “Automotive companies are transforming into experience businesses. In[…]

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Go Fast and Break Things

By Editor
in
Driving Retention Blog
May 06, 2019

The title of this blog post originated from a thought-provoking interview with Chad Mitchell, senior director of digital communications at Walmart. In the interview he lays out a philosophy that every industry – especially automotive – should embrace. The main point he makes is that our digital and physical world is evolving at light speed and, the[…]

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The Customer Experience That Wasn’t

By Editor
in
Driving Retention Blog
Apr 26, 2019

Customer experience has become an industry “buzz term” of late when talking about customer acquisition and building loyalty. Most of the time, the focus is on the small things that turn a customer off — attitudes, inefficient processes, or other such actions. But what happens when, well, everything goes wrong? Imagine if a couple visited[…]

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Transparency: The Key to Customer Loyalty

By Editor
in
Driving Retention Blog
Apr 24, 2019

An associate of mine recently told me an interesting story about their 75-year-old father, who purchased an import, rather than a domestic vehicle, for the first time in over 60 years. This was sometime around 2010. When it was time to replace his domestic minivan, the first thing my associate’s father did was to check[…]

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