For customer information to positively impact your business, it must be “intelligent” Our major banks have been in the news recently for doing something with very negative connotations that we in the auto industry do all the time: “upselling”. Upselling …
You can’t open any automotive blog, trade journal or website without reading something about we need to change the way we buy and sell cars. I think it’s time to stop dancing around at the edges of the status quo …
New research yields some interesting findings about buying habits. Dealers would be wise to take heed. There is a lot of hype in the media these days about emerging automotive technology. The subject that seems to be getting most attention …
How to have conversations with customers about fuel efficiency This statement from The Telegraph, a major U.K. newspaper, caught my attention recently: “Is there a car buyer left in the country who believes the official fuel economy numbers?” It’s a …
We’ve been hearing a lot over the past few years about how important digital communication is in the car buying process and how critical it is for dealerships to invest in and develop digital communication, sales and marketing strategies.
How do you drive success at your dealership? The auto industry has a long-standing policy of incentivising dealers and staff based on customer satisfaction scores in surveys. While there is no doubt that the customer experience at the dealership has …
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 …
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 …
LOOKING AT CONSUMER TRENDS THAT WILL IMPACT RETAIL IN 2016 AND BEYOND If you look back just five years, the rate of change in the way most business is conducted has been nothing short of amazing — and it’s not …
SOMETIMES ADDED AMENITIES ARE NOT ENOUGH IN THE SERVICE WAITING AREA.WHAT DOES THE FUTURE HOLD FOR THE AUTOMOBILE? Over the past two months, I have spent time in two different Toronto area dealerships waiting for my car to be repaired. …
THE RETAIL EXPERIENCE IS GOING THROUGH MANY CHANGES. HOW DO YOU WANT TO TREAT YOUR CUSTOMERS? Perhaps it’s because I live and work in Toronto that I’ve become jaded. We think that what happens here is happening everywhere else. So, …
CUSTOMER SATISFACTION SURVEYS CAN PROVIDE INVALUABLE FEEDBACK BUT THERE ARE RIGHT AND WRONG WAYS TO GO ABOUT THEM We’re living in a world where it often seems that people don’t really want to talk to each other any more, aside …
