Information is a Powerful Loyalty Tool — if Used Properly

in Nov 03, 2021

In today’s retail automotive climate, customers have more access to information than ever before. Quite often, a properly prepared and researched customer comes into the dealership armed with more knowledge than the salesperson. This can cause friction as the customer interprets the salesperson as deceptive when, in fact, they may truthfully just not have the information.    In the past, sellers had a distinct advantage[…]

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Essential Elements of Dealership Customer Loyalty

in Oct 28, 2021

When it comes to your customers, there are key elements for creating customer loyalty. One thing I find that many businesses fail to analyze — and perhaps one of the most essential ingredients  to earning and keeping customer loyalty – is quality. Customers may love you and love your staff; they may keep coming into your beautiful facility[…]

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Win Customer Loyalty Through Convenience

Win Customer Loyalty Through Convenience

in Oct 17, 2021

Increased customer loyalty is increasingly difficult to earn. Consumers simply aren’t as loyal to a specific store or brand as they were in the past and with so many digital options available to them it’s hard to be top of mind when it comes to their next purchase.   increase customer loyalty Years ago, perhaps you’d[…]

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

in 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[…]

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Does your Dealership Have an Employee Retention Problem?

in 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[…]

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Go Fast and Break Things

in 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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