Columns

Are your customers truly loyal?

Are your customers truly loyal?

January 3, 2018 at 2:53 pm Comments are Disabled

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 be to develop a customer base that’s not just satisfied, […]

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Is today’s automobile approaching its tipping point?

Is today’s automobile approaching its tipping point?

January 3, 2018 at 2:36 pm Comments are Disabled

There’s enough reason in that argument to give it serious consideration There will be a tipping point where regulators officially phase out human-driven cars based on their disproportionate contribution to crashes. And it’s likely to happen within the next 15-to-20 years. Furthermore, the end of the human-driven automobile will spell […]

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Dealers should seek to provide “transformational” experiences

Dealers should seek to provide “transformational” experiences

January 3, 2018 at 2:20 pm Comments are Disabled

Providing a great customer experience is now just table stakes Customer experience is the buzzword of 2017 and from where I’m standing, it’s not going away.  At pretty much every auto industry conference I’ve attended this year, there is, at the very minimum, one guest speaker who takes the stage […]

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Find a home for classic cars in your showroom

Find a home for classic cars in your showroom

January 3, 2018 at 2:15 pm Comments are Disabled

Tapping into nostalgia is a powerful way to engage your customers Back in the day, classic cars were strictly a blue collar thing. The guys — it was almost always guys — who bought old pony cars, GTs and even vintage Italian iron did their own wrenching and relied on […]

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Digital Dealer Conference & Expo

Digital Dealer Conference & Expo

January 3, 2018 at 2:12 pm Comments are Disabled

For the past decade or so, we have all witnessed more and more of our interactions taking place in the digital world — including the process of car buying. I recently attended the 23rd Digital Dealer Conference & Expo in Las Vegas, where dealership teams, OEMs and tech providers gathered […]

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Trump’s NAFTA stance at odds with reality

Trump’s NAFTA stance at odds with reality

January 3, 2018 at 2:08 pm Comments are Disabled

More bluster than progress on NAFTA talks as U.S. digs in heels It has been a few months since my first column on NAFTA 2.0 and in many ways a lot has changed, while in many other ways a lot has stayed the same.    What continues to be evident […]

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Lots to ponder in days ahead

Lots to ponder in days ahead

January 3, 2018 at 2:03 pm Comments are Disabled

With a new year around the corner, dealers need to figure out their long-term strategy Is it just me, or has the pace of change kicked into overdrive? 2017 certainly has seen exponential exposure to our changing vehicle landscape, consumer adoption and, yes, emerging retail models. 2017 saw the fall […]

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William Pawson

Building a good reputation

January 3, 2018 at 1:27 pm Comments are Disabled

Reputation-management platform provider AutoHype helps dealers make the most of their happy customers If your online reputation isn’t great, your dealership risks being passed over by consumers who increasingly rely on reviews to decide where they want to conduct their business. It’s especially important in a world where walk-in traffic […]

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Canadian auto dealer