Customer satisfaction index scores are flawed and inaccurate. Everyone knows it, but nobody is willing to do anything about it The idea behind a customer satisfaction index is right on: collect honest customer feedback so dealership performance can be measured …
Canadian auto dealer recently had a less than stellar chat experience with a Canadian dealership. Many experts suggest chat is an excellent way to engage customers. We agree. But make sure you test it out from time to time to …
This past October, hundreds of the nation’s most progressive auto dealers converged in Las Vegas for the 2011 DrivingSales Executive Summit (DSES). The event was roiling with progressive thinking and tactical battle plans. I could write pages about the CEO …
Why tracking an average response time on Internet leads doesn’t help you Everybody in the industry knows that we need to respond to our Internet leads right away. This is the age of immediacy! You can go online and find …
Digital marketing guru Jared Hamilton shares his insights The Internet has hit the auto industry in a very big way. It touches virtually 90 per cent of all consumers and affects every single profit center within a dealership. There is …
Web 2.0 guru Jared Hamilton makes the complex seem obvious As a magazine editor, I sit through a lot of speeches and presentations. Because it’s my job to be there, I always try to listen intently. My natural curiosity usually …
Regulators and consumers are exposing fake reviews When I searched the phone number of a used goods store where I shop for guitars and musical gear, I read the shop’s only online review posted in Google. It was negative, and …
The social media beast can’t be easily tamed There was a time, in our not so distant past,(like maybe last week) that automobile dealers exerted a sizable influence over their local media channels. As big advertisers, they had a way …
Royal Ford builds a social media hub for its community If you can’t figure out all the ins and outs of social media yourself – just recruit someone younger to show you the way. Royal Ford dealer principal Terry Ortynsky, …
Strip the technology away and it’s all about people Meet Ontario dealer Ernie Dean, of Ernie Dean Chevrolet Buick GMC in Alliston, who is mixing his social media efforts with his community service to raise awareness and money for a …
Automakers compete for Facebook fans in new online battleground So what is Facebook all about? A nuisance? A distraction? A time waster for teens and people who seem obsessed with living in public and sharing everything they do with their …
Todd Phillips is the newly-named editorial director for Canadian auto dealer. Phillips has more than 15 years experience as a journalist working in radio, television, newspaper, magazines and digital media and has won more than a dozen editorial awards. As …
