When data rules, how do you connect
Never ignore the role of emotion in the buying process We live in a time where data and information are at everyone’s fingertips. This is a very positive thing for the most part, but it can lead us to forget …
Author: Richard Cooper
Pressure to buy? It’s not such a big deal
How many times have you heard the words “customers don’t like to be pressured to buy”? I’ve used those words myself many times when talking to dealers and manufacturers. But I’ve also had a long-standing, nagging scepticism that the research …
Car, or personal mobility device?
Dealers will need to stay abreast of evolving consumer needs as their demands begin to alter the vehicle ownership playing field We live in a complex world. On the one hand, we are increasingly able to personalize the products and …
Happy staff leads to happy customers
It’s people not just process that will help shape customer experiences. So much has been written about “the new consumer” and whether or not businesses are ready for the change that most business owners’ eyes glaze over when they hear …
Putting chocolates on the pillow
Even in our technological age, customers appreciate the human touches. We’ve all heard or we’ve often said “it’s the small things that make a difference.” And when you think of your own experiences in retail, when travelling and even when …
Customer misbehaviour: How it affects your business
Innocent bystanders can be caught in crossfire of negative experiences Most of us have experienced situations in stores, hotels, on airlines and in dealerships, where the behaviour of other customers can leave an indelible impression. The problem is that those …
“Digital natives” will rule
There’s no need to go on about how things are changing in the consumer world — we all know that and accept it. But, so what? What should we do about it? I’d like to highlight three areas where I …
When technology and process kill the customer experience
I recently experienced a classic situation in which internal process completely reversed my perception of one of our major telecom providers. A few days prior to that, I had been into the store to return rented equipment after terminating services. …
Are your customers truly loyal?
There are a host of programs to encourage loyalty. But are they effective in the long-run? Customer satisfaction will always be a fundamental part of running any successful business, but satisfaction is not the end goal. The end goal should …
DIY takes on a whole new meaning
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 …
First Impressions are more than meets the eye
“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 customer experience: a healthy obsession
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 …
