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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The Customer Experience That Wasn’t

in Apr 26, 2019

Customer experience has become an industry “buzz term” of late when talking about customer acquisition and building loyalty. Most of the time, the focus is on the small things that turn a customer off — attitudes, inefficient processes, or other such actions. But what happens when, well, everything goes wrong? Imagine if a couple visited[…]

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Loyalty: Why Silence is the Enemy

in Dec 05, 2018

In the automotive industry, hundreds of customers pass through dealerships on a daily basis. Each of these customers will interact with dealership staff multiple times during their visit – whether they’re there to buy a car, or for a simple oil change. It’s very easy to function as an organization with a focus on efficiency[…]

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