Improve your customer experience if you want better online reviews It’s 6:37 am on Sunday and my cell phone starts ringing. I snatch it up quickly from a deep sleep trying to shut the alarm off or so I thought. …
HOW SOLID BUSINESS PRACTICES OFTEN GET SHELVED FOR TRIVIAL REASONS We once listened to a mass merchandiser who had a very interesting theory. It was that most successful businesses eventually fail because they stopped doing the things that made them …
COMEDIAN TRACY MORGAN SHARES HIS LOVE OF JAGUARS Tracy Morgan gained fame as a cast member on Saturday Night Live. He was best known for his impersonations of Aretha Franklin, Mike Tyson, and Star Jones. Nowadays, he plays Tracy Jordan …
WHY ITS IMPORTANT TO UNDERSTAND THAT THE NUMBERS DON’T NECESSARILY REPRESENT THE REAL WORLD Fuel consumption is a major factor in the purchase decision for many new-vehicle buyers — a fact supported by both consumer surveys and anecdotal experience. As …
HOW A POTENTIAL VEHICLE ISSUE CAN BE A GOOD WAY TO BUILD SOLID RELATIONSHIPS It goes without saying that vehicle recalls, once identified by both OEMs and Transport Canada, must be notified to both dealers and their customers. Today, raised …
OVERCOMING THE DISCONNECT BETWEEN CONSUMERS AND DEALERS WHEN IT COMES TO SOCIAL MEDIA TOOLS As my regular column followers will attest, I often refer to the disconnect between consumers and auto retailers. In the fall of 2011, I was fortunate …
WEIGHING IN THE PROS AND CONS WHEN IT COMES TO PAYMENT OPTIONS FOR YOUR DIGITAL SALES AND MARKETING STAFF A common question I get in speaking to the thousands of dealers I face per year is, “should I or shouldn’t …
WHY DEVELOPING QUALITY CONTENT IS KEY TO SUCCESS ONLINE How are shoppers using search engines is a question I am often asked. So let me ask you some questions before I answer this one: How do you use a search …
The Canadian auto dealer / Harris Decima Research series has a look at vehicle purchasing trends for 2013, which could present both significant challenges and opportunities What will 2013 bring? Apart from the obvious fact that a lot will …
A SMALL BUT ESSENTIAL SERVICE FOR VEHICLE ARBITRARY DISPUTES Recently J.D. Power and Canadian Black Book put on a day-long conference at the Toronto Congress Centre entitled “TalkAuto Canada”. I was pleased to be involved as one of the speakers …
Dealers need to take a hard look in the mirror when it comes to fixed ops A typical customer today will go one place to buy tires, to another for an oil change and maybe another for a mechanical repair. …
First generation models haven’t been as popular as we might have expected According to a recent study conducted by Prime Research International, a global automotive research firm, worldwide interest in electric vehicles (EVs) is already on the wane. “Reporting on …
