Articles by: 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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First Impressions are more than meets the eye

First Impressions are more than meets the eye

October 11, 2017 at 1:13 pm Comments are Disabled

“Have you ever tried to put on a fresh pair of eyes and walked into your service department as if you were a customer? What do you see? Is it an easy, clean and organized process you offer customers? Do the same in the showroom. Or, imagine you just bought […]

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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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Give your customers the luxury treatment

Give your customers the luxury treatment

September 14, 2016 at 7:27 pm Comments are Disabled

Your new facility should offer top notch services and customer experience I recently walked into one of Toronto’s newest dealerships to get a sense of how automakers and retailers are defining the luxury experience for their customers. It was definitely impressive, both physically and in the way it made me feel, […]

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Canadian auto dealer