Everyone loves to get more value out of an investment than they originally put in. It’s not very often, however, that both the dealer and the customer feel the same way when the customer leaves the dealership; one party or the other usually feels that they could have – or should have – gotten “more”.[…]
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[…]
As times change, so do consumer desires. What hasn’t changed are the fundamental business practices which have led to customer loyalty for hundreds of years. That small shop owner in the early 1900’s kept his customers coming back through friendly and familiar customer service. Granted, those customers didn’t have as many choices as today, but that’s why businesses need to work harder these days to create[…]
Different customers will exhibit different types of customer loyalty based upon their personal buying habits; whether we are playing the role of retailer or the role of consumer, we understand this foundational principle without giving it much thought. It is, in many ways, the basis for our desire to understand our clientele; understanding individuals’ buying[…]
When offering a dealership prepaid maintenance program (PPM) to customers, what is the dealership hoping to get in return? Certainly one answer is to gain long term customer affinity for the dealership. While that affinity is profitable, experience shows that customers who use a dealer’s repair facilities are much more likely to purchase a subsequent[…]
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[…]
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[…]
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[…]
A recent article in Automotive News tells the story of Carlos Liriano, a car dealer from New Orleans who migrated his dealership to Texas and brought with him a passion – gumbo. Initially, it started as a way to show appreciation to and treat his employees every month. But, at his dealership’s 5-year anniversary, he decided to[…]
It’s no surprise that Disney has created one of the largest groups of loyal customers in the world. Of course, this isn’t by accident. Everything Disney does is by design. According to an article in Automotive News, Porsche wants to do a similar thing and create its own brand loyalists by bringing a little Disney magic to[…]