Below you'll find a list of all posts that have been categorized as “Retention & Loyalty”
Omnichannel. A super cool word that just means “all channels.” How do your customers communicate with you as a car dealer? They certainly use multiple channels to do so, and the fact that car buyers seem to have different tastes in communicating with dealerships means you should definitely cover your bases, both online and offline. An omnichannel approach in your …
A little over two years ago, you would have thought the automotive industry and retail automotive, as we know it in America, was ending. That’s what the media would have you think. The feelings were warranted on the surface. A global chip shortage and resultant inventory shortage had the industry sweating and we were being warned to be prepared for …
Working in a dealership and automotive industry, you know that it takes special conversational and people skills to earn customer trust. Customers and potential buyers don’t want to be seen as just another sale; they are people (just like you) that have vehicle needs for different reasons in each of their unique lives. Given the nature of technology and communication …
In any relationship, communication is key. Romantic relationships, friendships, business partnerships, and even sales transactions; all of these require communication to initiate, sustain, and maintain. Misunderstandings, assumptions, presumptions, and any other relational mishaps you can think of, almost always come from a place of uneven or poor communication. In an increasingly digital world, where consumers start and sometimes end their …
The best customer experiences are seamless. This is why so many dealerships in the auto industry are focused not just on digital retailing, but on something called “connected retailing.” Connected retailing means your online offerings and processes are mirrored in-store. More than just choosing an automotive digital retailing tool for your site so you fill a requirement, connected retailing involves …
a guest blog by Wes McClelland, Sales Director at ActivEngage I’ve never been a quitter; it’s not something I do, nor is it in my DNA. In February of 1996, I was newly married and looking for a job. I was fresh out of college, where I majored in Criminal Justice. I wanted to become a peace officer in the …
Online shopping has spoiled us. Okay, that sounds a little harsh. But is it untrue? The convenience of online shopping has changed the way we interact with businesses and our expectations of how transaction processes are completed. Understandably, the automotive industry has been a little slower going in incorporating a true online shopping experience into the mix. It is, after …
Fostering great customer relationships has been an important aspect of business for, well, forever! Communicating with customers on a human level is a foundational part of a good sales nurturing process, and an essential part of their buyer’s journey. Striking up a friendly conversation, and having organic conversations with shoppers in a familiar way, is a business strategy that establishes …
Nothing discourages taking action quite like the feeling of not being in control. It doesn’t matter the context or situation. A lack of control leads to anxiety and fear, which can manifest negatively in all aspects of life. Think about the pandemic for a moment. COVID-19 added much uncertainty to our lives, and the constantly evolving health science around it …
