Dealers often wonder what it takes to earn customer loyalty. The answer changes frequently and that is what makes earning loyalty so complicated. But improving dealership customer loyalty may be more tangible than you think. Technology continues to develop and improve, and consumers have more access to information and can diligently compare prices and services.[…]
Today, it’s difficult to keep customers’ loyalty. While it may take years to earn loyalty from a single customer, it takes only minutes to lose it. Your dealership may have multiple tactics for creating customer loyalty, from rewards programs to amazing customer service and luxury amenities. But one concept that earns and maintains customer loyalty[…]
While national brands do little for creating local brand loyalty, having a strategy for creating brand loyalty at the store level is a must. Most consumer targeting correspondences have long been based on a sense of urgency, such as “sale ends today!” or “hurry, only a few left!” That strategy may work if you are[…]
Email communication has a lasting effect on your customers. The effort your business puts pours into them can make or break your customer loyalty. Many businesses tend to focus on the overall transaction, overlooking the small details, and diminishing the customer’s experience. These small but important details could be as simple as misleading or poorly[…]
Times are changing, and so are consumer desires. What hasn’t changed are the fundamental business practices leading to customer loyalty for hundreds of years. Small shop owners in the early 1900’s kept customers coming back with friendly and familiar customer service. Today, customers seek convenience, above all. That is why businesses work harder to create[…]
Customers will exhibit various versions of customer loyalty depending on their buying habits. Whether we are playing the role of retailer or the role of the consumer, we understand this foundational principle. It is, in many ways, the basis for the dealer’s desire to understand our clientele. Understanding individuals’ buying habits helps us become better[…]
Customer loyalty programs are indisputably a staple in businesses. Many retailers have them and consumers have come to expect them. The problem is that most retailers view rewards programs as an expense, rather than a way of revenue. There are discounts, among other things that come along with rewards programs, and these are the “expenses”[…]
Actions speak louder than words. Occasionally, when creating a great customer experience a business will have to go above and beyond for its customers. These little WOW moments can easily take a repeat customer and make them loyal. They can even take a loyal customer and make them into a brand advocate. Author and thought-leader[…]
In a very interesting dynamic shift, consumers are increasingly changing how they want to interact with businesses for customer support. Just five years ago, think about how irritating it was to navigate through phone trees, just to finally reach a support agent, explain the problem,then be transferred to another agent, repeat your story and hope they are the right person to resolve the problem. We[…]
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[…]