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. …
As digital world expands, fewer customers will be visiting The demise of traditional brick-and-mortar stores is a story consumers are becoming all too familiar with. Online shopping continues to grow annually, and traditional sectors like the auto dealership industry are …
Quebec-based DMS provider adapts with the times You don’t survive for decades in the business of providing IT and software to dealerships without adapting to meet changing industry needs. Quebec-based DMS provider SERTI Dealership System, has evolved over many years …
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 …
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 …
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 …
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 …
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 …
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 …
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 …
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 …
The alarmist tone from presenters at industry events can spook dealers. That’s not a bad thing. I selfishly attend conferences for one reason: inspiration. I look for presentations that can stoke my own creative fire, or ones that force me …
