Win Customer Loyalty Through Convenience

Win Customer Loyalty Through Convenience

in Oct 17, 2020

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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Wowing the Customer

in Aug 27, 2020

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[…]

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Why Consumers Are Navigating Away from Traditional Customer Service

in Jul 31, 2019

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[…]

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Don’t Eat Tomato Soup with Chopsticks

in Jul 29, 2019

As a dealership there are many ways you can identify if you’re losing customers. Through data, you can see that John Smith used to come into the dealership regularly for service but then disappeared without a peep. Why did John Smith stop coming in? Do you know? You could certainly reach out to John and see if you can get any[…]

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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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Information is a Powerful Loyalty Tool — if Used Properly

in Jul 03, 2019

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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Customer Acquisition Can Be More Effective When You Spend $0

in 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[…]

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

in 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[…]

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The State of Customer Loyalty

in Jun 10, 2019

Colloquy just came out with its Annual Loyalty Census Report which informs retailers about top loyalty trends. The data in this report (which you can download free at the link above) is important for retailers to view and understand as it reflects the changing attitudes, desires and effectiveness of loyalty marketing, incentives and programs. In fact, this year had some pretty interesting results.  While loyalty program membership increased to[…]

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