The pulse of the customer: Richard Cooper

What is normal now?

What is normal now?

June 3, 2020 at 2:57 pm Comments are Disabled

When things get back on track, your customers will expect a much different experience. Are you ready? At times like these, we often look to something more fundamental to help us get back on track. The actions taken to mitigate the spread and the impact on Canadians of the COVID-19 […]

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Dealerships need to communicate during pandemic

April 29, 2020 at 4:56 pm Comments are Disabled

No matter where you lived in Canada or around the world in the first half of March 2020, your head was likely spinning — both as a business owner and as a consumer. Dealerships had enough to contend with in the face of changing technology, the evolving retail environment and […]

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Consumers are measuring you

Consumers are measuring you

March 18, 2020 at 2:42 pm Comments are Disabled

Today’s consumers are less tolerant of businesses that can’t fix problems quickly enough — even if their expectations are unrealistic. With today’s consumers, it’s a game of inches — or seconds. Remember when the big debate about responding to prospects and customers via email set the acceptable bar at four […]

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Crossing the privacy line: a human perspective

Crossing the privacy line: a human perspective

February 27, 2020 at 3:47 pm Comments are Disabled

As businesses continue to take advantage of consumer data, there remain some questions as to how dealers should move ahead with this delicate issue to ensure a good customer relationship and experience. Consumers are becoming increasingly aware of privacy these days — and it’s not just who has information on them, […]

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Consumers are getting fed up: the PO Index* is on the rise!

Consumers are getting fed up: the PO Index* is on the rise!

December 17, 2019 at 2:26 pm Comments are Disabled

*Pi**ed off Handling problems with the correct mindset can improve the effectiveness of good process and good training in your dealership. By the time this column is published, our federal election will be over and I suspect there may be some surprises for many politicians. The main reason is that […]

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Protecting your most valuable asset – your customer base

Protecting your most valuable asset – your customer base

October 21, 2019 at 4:21 pm Comments are Disabled

There aren’t many dealerships around today who don’t recognize the value of their customer base.  But not all treat that customer base as an asset in the same way they their “hard” assets.  Think of your customer base in the same way as you think about financial assets — something […]

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How do you want to be remembered?

How do you want to be remembered?

August 29, 2019 at 2:52 pm Comments are Disabled

There may be fewer new-vehicle customers around in the next few years, which means dealers will need to make a good, memorable impression to appeal to consumers’ emotions. New vehicle sales in Canada continue to trend downwards, despite a near all-time high in Canadian consumer confidence. Global research firm, AlixPartners, […]

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AI in the dealership

AI in the dealership

July 12, 2019 at 2:21 pm Comments are Disabled

Looking at artificial intelligence through the eyes of the consumer. Artificial intelligence is supercharging CRM. Years ago, CRM systems were the domain of larger, sophisticated companies with large customer bases and big budgets. Thanks to the rapid development of technology leading to better, more versatile and more cost-effective products, even […]

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