IN THE FIRST OF A THREE-PART SERIES THAT LOOKS AT CUSTOMER SATISFACTION ACROSS AUTO RETAILING FROM OEM, TO DEALER TO CUSTOMER, MOHAMMAD SHAHZAD DISCUSSES THE MANUFACTURER ROLE Customer satisfaction, customer service, customer relations and CSI are words that have been …
A RASH OF RECENT VEHICLE RECALLS SIGNALS A TIPPING POINT FOR THE AUTO INDUSTRY Safety recalls have been a fact of automotive life for almost half a century. But they’ve taken on a whole new dimension in 2014, which is …
RICHARD COOPER ASKS WHO REALLY “OWNS” THE CUSTOMER WHEN IT COMES TO DELIVERING THE AUTOMOTIVE RETAIL EXPERIENCE Back in the 1990s, I attended one of Automotive News’ Congress sessions in Detroit. One of the keynote speakers was Francois Castaing, who …
OUR WARMER MONTHS GIVE COMEDIAN RON JAMES AN EXCUSE TO PILOT HIS BELOVED BMW 335I CABRIOLET Ron James is one of Canada’s top comedians — an award-winning stand-up comic known for his razor sharp wit and rapid-fire delivery. Besides performing …
CONTINUING HIS LOOK AT SIX KPIS THAT CAN AFFECT THE BOTTOM LINE IN SERVICE OPERATIONS, JIM BELL FOCUSES ON PERSONNEL EXPENSES. In our first installment for this series, we mentioned that personnel expense should not be more than 50 per …
FORGET DESKTOPS. THE WAY CONSUMERS USE THEIR MOBILE DEVICES IS CHANGING BY THE DAY J.D. Power reported that between 2012 and 2013, the number of vehicle shoppers who used an automotive website or app on a smartphone grew by 73 …
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Today, fixed operations is seen as one area of the dealership that can really boost profits and yet absorption rates continue to fall. A big issue is that once the new vehicle warranty expires, many consumers tend to drift toward …
On August 22, AYCE Employment Services, hosted its 2014 Auto Body Collision and Damage Repair Graduation and Appreciation Event, sponsored by Co-Auto, Co-Auto Collision Services (CCS) and BASF. Taking place at the Radisson Hotel at 55 Hallcrown Place in Toronto, …
Last week, Kia Canada Inc. kicked off its fourth annual Drive Change initiative, revealing its 2014 plan by pairing Drive Change with the sport of soccer at a national level. This year, Kia’s efforts will focus on helping underserved youth …
Loyalty, rewards technology and services provider Ackroo, has announced a partnership agreement with Dealer Rewards Inc. Dealer Rewards is a leading provider of integrated loyalty and rewards solutions for the automotive sector with over 250 locations across North America. Through …
A dangerous scam that hides major problems with used cars from consumers is on the rise. According to new research from Carfax, nearly 800,000 used vehicles lurking on North American roads may be part of an emerging fraud called title …
