It is more than just a word

We throw a lot of words around when we get into a discussion of Customer Retention. Words like loyalty, rewards, benefits, marketing, communication, value, etc. The word we do not spend enough time on is Culture! Having assisted dealers over the past 10 years with...
It’s All About The Customer

It’s All About The Customer

I’m reading a book called the Everything Store. It’s about how Amazon started and I recommend it highly. The idea behind the Everything Store was to develop an e commerce business that would sell everything, and they did. My main take away from the book was not how...
INSANITY

INSANITY

Insanity: Doing the same things and expecting different results. Over the years there has been a slow evolution of how we do business in the Automobile Industry.  Essentially, not much changes and if it does it is so slow that it is imperceptible.  The good news that...
Focus on How Your Customer Can Get More, Not How They Can Pay Less

Focus on How Your Customer Can Get More, Not How They Can Pay Less

Is it even possible for customer to get more and not pay less? I’m not talking about the services most dealerships offer to their customers, such as shuttle service, complementary beverages, Wi-Fi and snacks. I’m talking about offering something unique — something...
Add a little Magic to the Experience

Add a little Magic to the Experience

I find it fascinating that everyone in the automobile business doesn’t use a rewards card to thank their customers for their loyalty. I don’t know the exact numbers who do but in the course of visiting over 200 dealerships per year it is a very low percentage. Every...
Keep Customers Engaged and Motivated for the Long Term

Keep Customers Engaged and Motivated for the Long Term

Retention is great for every business, and no one has better retention than the National Football League. Teams like the New York Giants have a 10-year waiting list for season tickets. We can probably never achieve that level of retention in the automobile business,...