Let’s face it, for every ten businesses that exist, eight or nine have some sort of owner retention or loyalty rewards program. While they used to be novel and exciting to a degree, customers are now used to them. They may well sign up. But, far too often, customers do so not because they re[…]
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[…]
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[…]
Businesses large and small use data to learn and then make decisions about their customer’s behavior. However, be warned, as decisions based solely on data alone can sometimes not be the best… as was the case with a Denver Broncos season ticket holder. In a LinkedIn article penned by the fan, he told the story of how[…]
When it comes to community service, car dealers are often the very foundation of their communities. A great example is what the Jim Ellis Automotive Group did in May of this year. The Atlanta-based group successfully raised $65,000 for first-responder organizations that serve various dealership locations around Atlanta, including the police and fire departments. The money was raised by donating a portion of every new or pre-owned[…]
Unless you’ve been hiding under a rock, you’ve undoubtedly heard about all the chaos that’s been happening at Uber. What began as a single blog post has gained so much momentum that not only is the company under investigation by the government, but the CEO was ousted very ceremoniously. Allegations of sexism, sexual harassment, abuse and just about every[…]
Amazon was recently awarded a patent that has caused quite a stir amongst consumers and retailers. The patent, originally applied for way back in 2012, details a method for “redirecting, or otherwise controlling customers’ attempts to comparison shop on their smartphones when using a store’s Wi-Fi network. The system would identify when a customer is trying to access a competitor’s website[…]
The business world – and the automotive industry – has started to see just how important customer experience is to loyalty and retention. New and improved technologies are regularly released that help streamline the buying process and further enhance the customer experience. However, a customer can have an incredible experience in the beginning – perhaps it starts online then transitions to the store –[…]
An interesting title for a blog, I know. But an article on CustomerThink got me thinking, as it warns businesses they should be concerned if customers are NOT complaining. The reasoning behind this is that if customers aren’t complaining, businesses assume everyone is happy when, in fact, that’s usually not the case. The theory the author posits is[…]
Every dealer wants a nice healthy portion of their market share. But what if it was only 2 percent? Would that be good enough? Probably not. Well, according to a recent interview in Automotive News, North American chief for Mazda, Masahiro Moro, thinks it is… However, in the article he states that there’s a difference[…]