How to Capture More Service Lane Revenue

in Nov 01, 2021

One of the advantages of a Dealer Prepaid Maintenance Program (PPM) is that they span the generational gaps and appeals most anyone. Regardless of which generation consumers happen to be in, none of them like surprise repairs, or other expenses. That is why dealers focus on payments – and not price – when selling vehicles.[…]

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Transparency: The Key to Customer Loyalty

in Apr 24, 2019

An associate of mine recently told me an interesting story about their 75-year-old father, who purchased an import, rather than a domestic vehicle, for the first time in over 60 years. This was sometime around 2010. When it was time to replace his domestic minivan, the first thing my associate’s father did was to check[…]

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Customers Are “Hooked On a Feeling”

in Apr 01, 2019

In their new book, The Intuitive Customer, authors Colin Shaw and Ryan Hamilton contend that companies that try to fight declining customer satisfaction by lowering prices are going about customer satisfaction the wrong way. Instead, they state that the magic to winning customer loyalty is based on understanding what the customer will do next. An article in MediaPost,[…]

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