The buzz today among vendors in the automotive industry is all about making the car buying transaction faster and more convenient for the consumer. I get it. Consumers think it takes too long to buy a car, so technology companies are inventing ways to trim down that transaction time. Sure, it may make car buying an easier and more convenient experience for consumers which,…

Rewards programs are indisputably a staple in common society. Most retailers have them and consumers have come to expect them.

The problem is that most retailers view rewards programs as an expense, rather than a revenue generator. Sure, there are discounts and other things that come along with rewards programs – and those are the “expenses” some retailers…

The never-ending question is… what does it take to earn customer loyalty? Of course, the answer changes all the time and that is what makes loyalty so confusing and difficult.

As technology continues to develop and improve, consumers have more access to information and aggressively compare prices and services. Businesses are constantly on their feet…

Today’s consumers are fickle beings. It’s much harder to keep their loyalty than ever before. And, while it may take years to earn loyalty from a single customer, it could take only minutes to lose it. Your dealership can do everything in its power to earn and keep a customer – from loyalty programs, to amazing customer service and luxury amenities. But, there is one basic…

Occasionally, when creating a great customer experience a business will have to go above and beyond for its customers. These little WOW moments can easily take a repeat customer and make them loyal, or even take a loyal customer and make them into a brand advocate.

Author and thought-leader…

People are motivated by many different things. Some by money. Some by time off. But one of the most universal ways to motivate an employee is by recognition. For the most part that recognition comes from external sources; perhaps a customer compliments the employee either in person or via an online forum – then management reacts and shares that feedback with the employee…

As countless messages fill the world, consumers increasingly turn to family, friends, peers and, even strangers, to make buying decisions. Whether those decisions are as broad as who to do business with or are centered around which item to buy to help solve their problem, word-of-mouth and online reviews have become a key part of that decision-making process. Too many bad…

As a dealership there are many ways you can identify if…

In our fast-paced society, some of the things done just a short time ago to impress and retain customers no longer work. Today, business owners can’t always keep on top of the latest and greatest ways to keep their customers loyal.  However, there is one thing that hasn’t changed much over the years – personal interaction without expecting immediate returns: a friendship of…

If you work in a dealership, my bet is that you are either celebrating because you exceeded your goals, are breathing a sigh of relief that you met them, or are extremely nervous because you didn’t.

This time of year is generally crammed with reports, RDRs, OEM face downs and…

A recent article on…

Today, consumers have grown used to loyalty programs and they have become the norm. So, to keep their customers’ interest, businesses have been forced to become more innovative and…

For many marketers, most consumer messages have long been based on some sort of sense of urgency. Take dealerships, for example. Even when the customer is in the dealership, everything is about the “big sale” and the threat of “buy now or lose this…

I know that in writing this article, I’m completely violating the first rule of the fight club. However, my guess is that your dealership doesn’t have one, so I’m willing to risk the wrath of Tyler Durden to help you get started…