August 2013, Auto Dealer Today - Cover Story
By Stephanie Forshee
Lawsuits filed by Edmunds and Yelp against firms posting fake reviews serve as another reminder of the high-priced battle review sites are waging to maintain their influence on consumers.
Tags: BuyYelpReview.com, Cars.com, Customer Reviews, Dealerrater, Edmunds, fraudulent reviews, Gartner Research, Humankind Design Ltd., lawsuits, reputation management, trademark infringement, WayBack Machine, Yelp reviews
April 2013, Auto Dealer Today - Feature
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
February 2013, Auto Dealer Today - Feature
By Philip Barras
Technology insider says no dealership should be without a CRM tool — that’s unless your operation closes 100 percent of its customers on the first try.
Tags: Closing Ratios, Creative Selling, CRM, data mining, marketing, reputation management, social media marketing, technology
January 2013, Auto Dealer Today - WebXclusive
By John Carroll
John Carroll - To stay in the fold, dealers in both groups have a set of standards to maintain. The appearance of the lot has to retain a franchise look with specs on signage. Payless requires a paved lot, no dirt or gravel.
Tags: BDC, Franchised Dealerships, Independent Dealerships, reputation management
September 2012, Auto Dealer Today - WebXclusive
By Kirk Manzo
Author Kirk Manzo discusses how developing relationships and becoming a more influential person can positively impact all aspects of a dealer's operation, from departmental cooperation to customer relations.
Tags: BDC, Customer Interview, F&I Menu Presentation, F&I sales, networking, relationship management, reputation management, sales department turnover
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
By Jim Ziegler
Ziegler believes Uber’s directors should face criminal charges for their role in an Arizona woman’s violent death.
By Jim Ziegler
Ziegler returns to list the 20 essential tasks you must master to become an executive GM and reap the financial rewards, including that elusive $500,000 salary.
By Jim Ziegler
By Tariq Kamal
The Dealers’ Choice Awards are the Yelp of vendors and finance sources.
By Jason Heard
Heard knows delegation and outsourcing are the quickest path to a work-life balance.
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