The pulse of the customer: Richard Cooper

DIY takes on a whole new meaning

DIY takes on a whole new meaning

November 22, 2017 at 1:51 pm 0 comments

Dealers need to embrace customers who don’t want to connect in traditional ways In the “old days” (around 2002 or so), I was conducting some focus groups for an OEM client on the subject of service.  The clients (from dealerships and from the factory) were sitting behind the one-way glass […]

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The customer experience: a healthy obsession

The customer experience: a healthy obsession

August 4, 2017 at 10:38 am Comments are Disabled

What customers feel may be more important than what they think — are dealers asking the right questions to engage them? A recent article in the Report on Business caught my attention. It was an interview with Joe Natale, the new Rogers Telecommunications CEO who recently left rival Telus to join […]

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Data points

Data points

June 6, 2017 at 1:35 pm Comments are Disabled

For customer information to positively impact your business, it must be “intelligent” Our major banks have been in the news recently for doing something with very negative connotations that we in the auto industry do all the time: “upselling”. Upselling is often cited by car dealer customers as one of […]

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It’s time to change our model of auto retailing – really!

It’s time to change our model of auto retailing – really!

February 21, 2017 at 2:35 pm Comments are Disabled

You can’t open any automotive blog, trade journal or website without reading something about we need to change the way we buy and sell cars. I think it’s time to stop dancing around at the edges of the status quo and start to think about some fundamental changes. There are […]

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Which technologies do consumers want most?

Which technologies do consumers want most?

December 22, 2016 at 4:30 pm Comments are Disabled

New research yields some interesting findings about buying habits. Dealers would be wise to take heed. There is a lot of hype in the media these days about emerging automotive technology. The subject that seems to be getting most attention is autonomous or self-driving cars and there are very different […]

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Adding fuel to fire

Adding fuel to fire

October 26, 2016 at 4:56 pm Comments are Disabled

How to have conversations with customers about fuel efficiency This statement from The Telegraph, a major U.K. newspaper, caught my attention recently: “Is there a car buyer left in the country who believes the official fuel economy numbers?” It’s a question that could apply to any developed automotive market. For […]

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Mixed signals

Mixed signals

August 4, 2016 at 2:57 pm Comments are Disabled

We’ve been hearing a lot over the past few years about how important digital communication is in the car buying process and how critical it is for dealerships to invest in and develop digital communication, sales and marketing strategies.

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Keeping your customers happy

Keeping your customers happy

June 13, 2016 at 3:35 am Comments are Disabled

How do you drive success at your dealership? The auto industry has a long-standing policy of incentivising dealers and staff based on customer satisfaction scores in surveys.  While there is no doubt that the customer experience at the dealership has improved in many areas, the driving force has not always […]

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