Article

customer satisfaction

July 2017, Auto Dealer Today - Feature

The Machines Are Rising

Getty Images

By Valerie Vallancourt

Machine learning produces data you can use to find new prospects, make sales, and improve retention.

Tags: customer satisfaction, digital marketing, Online Marketing, sales

July 2016, Auto Dealer Today - Feature

Starting in Gear

Courtesy Toyota of Vineland (N.J.)

By Stephanie Forshee

Harry Klekos puts his all into his first meeting with each customer, and he expects them to be just as upfront as he is.

Tags: customer satisfaction, sales, Sales Professional of the Month, Sales Tactics

June 2016, Auto Dealer Today - Feature

Sit Back and Unwind

By Jason Heard

Back-outs are part of the dealership life. What’s your policy?

Tags: customer satisfaction, Customer Service, Policies

June 2016, Auto Dealer Today - Feature

3 Pitfalls of Analysis

By Mark Stringfellow

Properly analyzing the connection between a positive online and in-person experience requires dealers to reconsider the way you analyze metrics and respond to bad reviews.

Tags: Customer Retention, customer satisfaction, Online Marketing

March 2016, Auto Dealer Today - Feature

3 Ways to Get Personal

By Jason Heard

General sales manager explains how facility tours, trade walks and common courtesy can restore the human touch to an increasingly digitized transaction.

Tags: customer satisfaction, Customer Service, trade-in

March 2016, Auto Dealer Today - Feature

I Heart Millennials

By G.P. Anderson

Whatever their age, car buyers appreciate service, professionalism and the opportunity to save time and money.

Tags: customer satisfaction, Customer Service, Millenials

February 2015, Auto Dealer Today - Feature

Customer Satisfaction is Worthless

As sales guru Jeffrey Gitomer once put it, “Customer satisfaction is worthless. Customer loyalty is priceless.”

By Jason Heard

A dealership GM says anybody can create an acceptable experience, but creating repeat business is an endeavor unto itself. He offers five practical tips for pricing and retaining your most loyal customers.

Tags: customer satisfaction, sales training

January 2015, Auto Dealer Today - Feature

Turn Dealbreakers into Dealmakers

Photo: istockphoto.com/yingyang

By Greg Goebel

The art of selling additional cash down payments takes on added importance during the holiday season.

Tags: customer satisfaction, Finance, Sales Tactics, special finance

September 2014, Auto Dealer Today - Feature

5 Ways to Redefine the Customer Experience

At John Elway’s Crown Toyota in Ontario, Calif., a sales manager bar takes the place of the menacing, raised sales towers that still loom over many showrooms. 

By Brent Tally

Facilities expert shares five design trends that are driving sales and service at dealerships nationwide.

Tags: customer satisfaction, Customer Service, internet sales, Sales Tactics

August 2013, Auto Dealer Today - Feature

Serving Up Sales

By Stephanie Forshee

Terry Longmore was focused on service-department sales long before it became fashionable. That dedication is paying off for Beasley Ford Lincoln, where Longmore’s department is capturing 3 to 5 percent of his store’s sales leads from customers waiting in the service lounge.

Tags: Closing Ratios, Creative Selling, Customer Loyalty, customer satisfaction, data mining, dealership profiles, educational-based questions, JD Power and Associates, selling cars to service customers, selling with mobile devices, TEGA Technologies’ Service Turn

August 2013, Auto Dealer Today - Feature

Sales Professional of the Month: Mike Smith

By Kristi Correa

In his 41st year working at Jim Bass Cars & Trucks in San Angelo, Texas, Mike Smith has sold nearly 140 units in the first half of 2013.

Tags: benefit of the customer, Customer Loyalty, customer satisfaction, follow up, repeat and referral sales, sales, salesman incentives ideas, top sales producer

August 2013, Auto Dealer Today - Feature

Comments Are King

By Steve Hurn

Asking every customer to submit an online review is the best way to encourage positive reviews, head off negative reviews and get car buyers talking about your brand.

Tags: commenting platform for genuine reviews, customer referrals, Customer Reviews, customer satisfaction, facebook marketing, Google, Kia, marketing, Online, Online cars study, public comment, reviews, social engagement platform, twitter, web marketing

August 2013, Auto Dealer Today - Feature

Counting On Service

By David Keller, CPA, CFE

An efficient, profitable parts and service operation can generate steady revenue and keep customers coming back.

Tags: customer satisfaction, customers, parts and service, Revenue, service department

June 2013, Auto Dealer Today - Feature

The Invisible Customer

Julie Jamison is the director of marketing at CAR-Research XRM.

By Julie Jamison & Keith Shetterly

Your CRM contains a goldmine of sold customers, however industry pros explains why these leads often go missing.

Tags: CRM, Customer Loyalty, customer satisfaction, customers, Email, Email Marketing

June 2013, Auto Dealer Today - Feature

Going Toe-To-Toe With Google

Brian Burt BBurt@AutoDealerMonthly.com

By Brian Burt

If your business depends upon online search results, any changes to Google’s algorithm can have a profound effect. Web marketing expert offers six steps for responding to an unexpected change.

Tags: customer satisfaction, Dealer Websites, Google, Online Marketing, Online Marketplace, search engine optimization, social media, updates, web marketing, YouTube

April 2013, Auto Dealer Today - Feature

Perception Is Reality

Mark Dubois is the director of BHPH 20 Groups at Performance Inc., a division of ADP Dealer Services. He offers more than 30 years of experience in the automotive industry. 

By Mark Dubois

Taking a customer-first approach to the buy-here, pay-here business can minimize your repossessions and encourage repeat and referral business.

Tags: bhph dealers, building referrals, buy-here, Collections, customer satisfaction, Customer Service, Delinquencies, pay-here, reputation management

March 2013, Auto Dealer Today - WebXclusive

Managing By The Numbers

David Keller is a partner with CliftonLarsonAllen, a Top 10 nationwide accounting firm with extensive experience in serving new- and used-vehicle retailers, heavy truck and utility trailer outlets, and BHPH dealerships. Contact him at 314.925.4317. DKeller@AutoDealerMonthly.com

By David Keller, CPA, CFE

A dealership’s financial statement can reveal exactly how it’s perceived in the community. The magazine’s accounting expert identifies the metrics that tell all.

Tags: BDC, customer satisfaction, finanacial statements, finance chargebacks, financial statements

March 2013, Auto Dealer Today - Feature

Construction Delays

By Paul Chavez

George Grubbs III’s Infiniti dealership is smack in the middle of a major roadwork zone, but he refuses to let the project create detours between him and his customers.

Tags: customer satisfaction, Customer Service, Infiniti, marketing, social media, Texas

December 2012, Auto Dealer Today - WebXclusive

What You're Thinking Is Really Gross

By Alan Ram

Alan Ram of Proactive Training Solutions discusses how dealers can increase their gross profit.

Tags: BDC, CRM, customer satisfaction, gross profit, Profitability, sales training, sell the vallue, training

November 2012, Auto Dealer Today - WebXclusive

Training in the F&I Office

By Kimberly Long

Auto Dealer Monthly editor Kimberly Long explains where dealerships should focus their F&I training efforts. From engaging the customer and creating interest to decreasing customer wait time, Kimberly points out the important parts of F&I training.

Tags: BDC, compliance, customer satisfaction, dealer management system, F&I department, F&I Presentation, F&I products, F&I training, objection handling, Relationship Marketing, Systems Integration

October 2012, Auto Dealer Today - WebXclusive

Don’t Forget to Tell Your Inventory Story

By Jim Radogna

Jim Radogna, President of Dealer Compliance Consultants, discusses what vehicle conditions and history reports you should disclose to your customers. Jim also talks about how to determine if the vehicle you're selling should be classified as new or used.

Tags: Auction, AutoCheck, BDC, Carfax, customer satisfaction, Disclosures, Federal Trade Commission, Inventory Management, inventory merchandising, lawsuits, unwinding a deal, vehicle history report

September 2012, Auto Dealer Today - WebXclusive

Express Auto Emphasizes the R in CRM

At Express Auto, a five-store BHPH operation based in Kalamazoo, Mich., follow-up is the most important aspect of CRM. Management wants to cultivate relationships with all customers who submit leads because many of them are weeks or months away from buying.

By Kimberly Long

Customer relationship management can be particularly challenging for buy here pay here dealers. Express Auto has tackled this challenge by focusing on building relationships with its customers through mutual trust and respect.

Tags: BDC, bhph, CRM, CSI, Customer Experience, Customer Relations, customer satisfaction, data mining, demographics, Email Marketing, follow up, Love It or Return It, repeat and referral sales, reputation management, text marketing

August 2008, Auto Dealer Today - WebXclusive

How to Create the Greatest Customer Experience Ever

By Tom Herald

Tom Herald - Since many of your competitors are miserable at creating fantastic customer experience, this creates a huge competitive opportunity for you. Here are five simple starting points to create the greatest customer experience ever ...

Tags: BDC, customer satisfaction, Customer Service, customer-focused service

« Previous1Next »

Blog

On-the-Point

Jim Ziegler
All Things Must Pass

By Jim Ziegler
Ziegler mourns the loss of Gregg Allman as Ford and Hyundai shake up their leadership teams and Carvana struggles to stay afloat.

Join the Battle of Jericho

By Jim Ziegler
Ziegler has harsh words for the so-called geniuses behind escalating factory incentives, political support for autonomous vehicles, AutoNation's 'millennial-friendly' pay plan, and the Carvana IPO.

Don't Run, We Are Your Friends!

By Jim Ziegler

The Future Ain't What It's Cracked Up to Be

By Jim Ziegler

Opening Observations

Over the Curb