When it comes to your business, there are key elements for creating customer loyalty. Many businesses fail to analyze the quality of their services. It’s perhaps one of the most essential ingredients to earning and keeping customers. Quality vs Poor Quality Service Customers may love your business and its staff, and continue visiting your well-designed[…]
Earning true customer loyalty is a process and it takes a fair amount of time. Some results are not apparent for months and many times it requires internal business process changes, as well as complete culture changes – initiated at the highest leadership levels. A study by the Temkin Group explains that many executives mistakenly[…]
Extended warranties and prepaid maintenance programs bring in immense revenue to dealerships. But many consumers aren’t aware that they can purchase extended warranties and prepaid maintenance plans after they’ve left the lot. Customers with newer cars will likely receive their dealer’s service coupon emails, thinking they won’t be requiring them. However, as their vehicles approaches[…]
An excellent article on Customer Experience Insight shared an analogy that resonated with me as it can be applied to automotive salespeople. The article compares salespeople to trees and states that only 10 percent of salespeople are considered evergreen; are strong and productive no matter what business and/or the economy is like. They nurture their relationships with[…]
Dealerships today spend most of their marketing budgets on acquiring new customers. Those ads in the newspapers aren’t really meant for current of past customers, they are meant to attract new customers. The cost of customer acquisition ranges from 6 to 10 times more than the cost of customer retention, so what can your dealership do to increase[…]
When did you last share with someone important why you enjoy him or her? We’re fast to convey disappointment or dissatisfaction with others, but uplifting the attributes in them we like feels rather strange. Yet when it comes to building loyalty, whether in customers, coworkers or family members, nothing will engage their attention – and draw[…]
One of the challenges that dealers and managers face when analyzing their marketing budgets is sourcing traffic. Do you find anomalies in your sources when reviewing the sourcing of your store’s traffic? Is every customer being reported in your CRM as generated via a Walk-in, Billboard, Auto Mall or AAA? AAA sounds great until you[…]
Creating loyal customers starts with a loyal team. It is important that your employees feel valued and motivated on a daily basis. When your team is at its best, then you can be sure that your customers will be getting the best service. Here are 5 communication tips to make sure that you and your managers[…]
Happy, loyal employees can be fantastic talkers. The bigger the brand, the more potential advocates you have. And while not every employee will want to do it, that’s OK — because just as many will. Here’s how to help the eager ones share: 1. Show them how to do it You probably have a lot of employees[…]
Articles are continuously being written in hopes of dissecting and duplicating the Apple Store experience for other businesses. I’ve even seen sessions at industry conferences that revolve around how to duplicate this in car dealerships. While I agree that it should be every dealership’s goal to achieve the level of loyalty that Apple has, an[…]