As I mentioned in part two of this series, many DMS providers make it difficult for dealers to download their customer database. In some cases, it’s because there are control issues arising between dealers and their DMS (or CRM) as to who actually owns this data. Another issue can be that a provider fears their[…]
I’m sure you’ve heard the phrase “Work your pay plan.” It doesn’t matter whether you held a position in sales, service, or parts, this advice has always been considered good. Towards the end of the month, when Sales Managers need those extra units sold on the weekends in order to hit bonuses from the manufacturer,[…]
Even though businesses spend a great deal of time marketing to new customers, the best business lies in existing clients. Loyal customers tend to buy more, spend more and talk about your business more. Before customer loyalty programs came about, sincere customers got the same standard perks as the rest of the world, until finally, someone spoke[…]
A recent article in Direct Marketing News offers an in-depth analysis of the typical obstacles that companies must overcome to build customer loyalty. If your business is not getting the most out of its customer loyalty program, it’s probably due to one of the following four reasons: 1. Difficulty in measuring and using data Loyalty programs cannot be measured in[…]
People respond to what is relevant to their needs, desires and motivations. With the help of customer loyalty data, companies are learning about the behaviors of their customers and acting on that knowledge to identify their best and highest-potential customers and personalize their communications. They are beginning to understand how communicating with (not at) their customers in meaningful ways can encourage the[…]
Everyone knows Valentine’s Day celebrates the ladies. That’s why Bristol Toyota Scion in Bristol, Rhode Island, recently used its points-based service rewards program, to conduct an email campaign centered on Valentine’s Day being “Ladies’ Day.” Colorful, Valentine’s-themed emails were sent to all of their service reward members, with the subject line, “Be Our Valentine – View Your Gift Inside.”[…]
Research suggests customers who engage with a firm through multiple channels exhibit deeper loyalty than single-channel customers. But take note: this finding assumes the customer gets the same consistent service whether coming into the store, logging onto the website or calling the service center. To accomplish this, your firm must internally coordinate sales and service across multiple[…]
Nothing creates warm-fuzzy feelings quite like cookies. That’s why Howdy Honda in Austin, TX recently used LoyaltyTrac, their service rewards program, to conduct an email campaign centered around the holidays and cookies. Colorful, cheerful emails were sent to all of Howdy Honda’s service reward members, encouraging them to submit their favorite holiday cookie recipe to be included in a[…]