AUTONOMOUS DRIVING COULD HAVE A FAR GREATER IMPACT ON SOCIETY THAN PERHAPS WE REALIZE Over the last several years, autonomous vehicle technology has rarely been out of the headlines. Read almost any auto industry publication (including this one) and you’ll …
WHY FOCUSING ON MILLENNIAL CUSTOMERS’ NEEDS TODAY IS LIKELY TO REAP BIG REWARDS TOMORROW A lot has changed in the automotive customer service industry over the last few decades, but one fact remains. High quality customer service continues to inspire …
WHY A DEALERSHIP’S SUCCESS HINGES NOT ONLY ON HAVING THE RIGHT STAFF IN PLACE BUT ALSO THE STRATEGIES REQUIRED TO INVEST IN THEIR PROFESSIONAL AND PERSONAL GROWTH Brian is a 40-year veteran in the dealership world and turned 60 years …
UNDERSTANDING WHY YOUR OWN WEBSITE CAN BE THE VERY BEST SOURCE FOR TOP QUALITY INTERNET LEADS You’ve probably heard the expression that if something is free it’s probably worthless. You have also probably heard if it’s sounds to good to …
IN HIS ONGOING SERIES ABOUT SIX KPIS THAT CAN COST SERVICE DEPARTMENTS BIG MONEY, JIM BELL TAKES A LOOK AT GROSS PROFIT ON CUSTOMER PAID LABOUR RATIOS Last issue, we introduced this series on the six KPI indicators for losing …
WHY DOING WHAT WE’VE ALWAYS DONE IN AUTO RETAILING SIMPLY ISN’T GOOD ENOUGH ANYMORE We talk about change and adopting the ways of a dynamic retail sector, but many things remain the same in auto retailing. Customer expectations continue to …
NEW ENERGUIDE LABELS ARE EXPECTED TO RAISE A FEW EYEBROWS AMONG CONSUMERS Be prepared to deal with sticker shock when some of your customers get a look at the window stickers on your 2015 model year vehicles. Not because of …
WHY EMBRACING CUSTOMER CONCERNS AND COMPLAINTS IS THE BEST WAY TO STRENGTHEN RELATIONSHIPS AND GROW YOUR BUSINESS Understanding and satisfying the customer’s needs are the highest priority for any business. And getting input from your customers is critical to your …
SINGER/SONGWRITER BILLY OCEAN IS A BIG FAN OF VOLKSWAGEN’S ORIGINAL HOT HATCH Celebrity: Billy Ocean Profession: Grammy award winning singer/songwriter Vehicle: 2011 Volkswagen Golf GTI Pirelli Grammy award-winning musician Billy Ocean has sold more than 30 million records. The singer-songwriter …
MAKING MORE (AND BETTER) CUSTOMER CONNECTIONS WITH AN INITIAL QUALITY RESPONSE Connecting with customers via email may sound as easy as 1-2-3. Receive a lead, respond with an electronic note and wait for the customer to reach back out with …
DAVID ADAMS WEIGHS IN ON THE HOTLY DEBATED CANADA-SOUTH KOREA TRADE DEAL AND THE IMPACT IT COULD ACTUALLY HAVE ON OUR INDUSTRY For some in the automotive industry, the recent conclusion of the Canada-South Korea Free Trade Agreement announced by …
WHY DEALERSHIPS NEED TO RECRUIT MORE FEMALE STAFF, RETAIN THEM AND BETTER MEET THE NEEDS OF FEMALE CUSTOMERS Based on data from the National Automobile Dealers Association’s second annual report, females represent just 19 per cent of all staff hired …
