Make customer data work for you
It always amazes me how as much as we say we’re going to change the way we measure the customer experience, things always seem to stay the same. How much longer are we going to place all of our focus …
Category: Columns
Technology can’t solve everything
As a society, we’ve become reliant on technology to solve our problems. Whatever they are, there must be some technological fix for them, if not today, then tomorrow. We can be forgiven for clinging to that conviction because, to a …
Connecting with China
This past November, I represented the New Car Dealers Association (NCDA) of BC on a trade mission to China along with the province’s Premier Christie Clark, and spoke at the annual convention of the China Automobile Dealers Association (CADA). We …
The debt debate
Some experts warn that a debt storm is brewing. Many Canadians are increasingly opting to pay for their new vehicles with extended financing, and could find themselves underwater on their loans within the next few years. In 2015, the average …
Speeding up customer connections
After working in a Toyota dealership for two years and selling over a million dollars worth of vehicles while dealing with “clunky” CRM and DMS systems, Zach Klempf knew there had to be a better way, for both dealer management …
The art of the sale
In recent years, staging has become big business in residential real estate. A whole economy has emerged to prepare your principal residence and vacation properties for resale. It’s quite disheartening as a proud real estate owner to hear that your …
The road to reducing emissions
Prime Minister Trudeau recently attended a state dinner held in his honour at the White House, representing the 10th time President Obama has honoured a head of state during his two terms as President. It’s the first time in 19 …
Word of the week: disruption
HOW WILL THE RECENT PARTNERSHIPS IN THE AUTO INDUSTRY AFFECT DEALERS? Snow, icy roads, cancelled flights and multiple accidents — just the usual fare for the North American International Auto Show and other auto industry events held in Detroit this …
Grin and bear it
TURN ANGRY CUSTOMERS INTO ADVOCATES WITH SOME SIMPLE TIPS Customer complaints are an unavoidable part of any retail industry. The automotive industry is one of the largest customer service industries in existence. Even if your dealership has the best location, …
A lasting impact
LOOKING AT THE TIPPING POINTS THAT HAVE CHANGED THE AUTO INDUSTRY — AND THOSE STILL TO COME Canadian author Malcolm Gladwell published his first major book, The Tipping Point, in 2000. His book captured the attention of millions and his …
Are we there yet?
AUTONOMOUS CARS ARE COMING, BUT WE DON’T KNOW WHEN Chances are, your dealership personnel are already taking questions from customers about autonomous vehicles. Those who have paid any attention to recent mass media reports are probably convinced such vehicles will …
Five star experience, five star reputation
YOUR ONLINE REPUTATION MATTERS. HERE’S HOW TO DEVELOP, BUILD AND PROTECT YOUR BRAND ONLINE. Warren Buffett once said, “It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things …
