Customer Relationship
Every Customer Is A Complaint Department
By Tom Kline, Better Vantage Point | Tuck The Octopussm Ten years ago, an unhappy customer might threaten, “I’m calling the Attorney General.” Today,...
How Hometown Dealerships Can Compete as National Chains Expand
By Tiger Okeley, Executive Board Member at Oak Motors Carvana made its name in online-only used-car sales, and lately it's been buying new car...
How to Prioritize the Customer: Fixed Ops Edition
As automotive retail continues to evolve, it is expected that visionary dealers will become hyper-focused on delivering a more convenient customer...
Expand personalized customer experiences beyond the showroom
One thing is certain in the automotive industry: Change. While the supply-chain crunch is easing, the vehicle mix has changed, with fewer sedans,...
Is your Service Scheduler a Minefield? 3 Tips to Maximize your Shop Capacity
Many of us remember playing “Minesweeper” to pass the time on our personal computers. You’d click boxes to expose a numbered box that indicated...
What’s the Status? How Dealerships Can Avoid Missed Opportunities With Existing Clients
“Hi, I’m calling about my vehicle. Do you know what the status of it is and when it will be ready?” Dealerships across the country hear some version...
3 Years of Hispanic Car Buying Preferences Trends
In my last article, I touched on a few trends that we are starting to see after 3 years of doing our Hispanic Car Buying Preferences surveys. This...
Retail is an experience, not a location
Retail is NOT a physical location. RETAIL IS AN EXPERIENCE. This statement may raise questions, prompt pushback, or lead to realizations. Retail...
Establishing Connections Through the Parts Department
Creating connections with customers is vital for any business to thrive, whether you are trying to acquire new customers or sell to existing ones. By...
Non-GMO Dealerships
I'll bet you one dollar ($1.00) you have this issue, too. When you're shopping at the market and see a food product that's "non-GMO," don't you stop...