Retention and Loyalty

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Customer Service Change Takes Time

I saw an interesting graphic on Facebook the other day saying, What struck me was that I have seen this quote before and I have used a version of...

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Three Uncommon Retention Elements

Over the last three months, we’ve examined the topic of retention. First, we looked at a new way to measure and increase retention using outcomes...

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Why Is CSI Cancelled?

Have you heard the news? CSI is cancelled! No, I’m not talking about the popular forensic crime scene TV show. I’m referring to the customer...

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Measuring Customer Retention

Would you agree that customer retention is an important goal? Designed to retain customers — to keep them from drifting to other dealerships or the...

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Making Profits & Happy Customers in the Service Department

A lot has changed in the auto dealership industry in the last few decades, but one fact is still true: the service department can and should be one...

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The Four B S of Great Customer Retention

There is an age-old truth in business that it is easier to keep a client than to find a new one. I’ve often heard business owners and managers ask,...

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The Right Customer Loyalty Program for You

General Motors says it costs five times as much to attract a new buyer as it does to retain current customers. The sizzle may be in winning new...

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Behold! A Way to Turn Warranty Expirations Into Service Gold

I’m certainly not a poet, as demonstrated by my effort at headline writing here…Nevertheless, the poetry of turning warranty expirations into service...

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Prepaid and Complimentary Maintenance Plans Equal Loyalty From Next Gen Customers

While most dealerships offer some degree of prepaid maintenance (PPM) or complimentary dealer and OEM maintenance plans, many questions how effective...

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How to Update Your Auto Body Shop for the Long Haul

Any good car dealership knows they must think about expanding their operations outside of just car sales. You need a sufficient department that vends...

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What Experience Tells Us About Retention Marketing Costs

The latest NADA statistics clearly point out the continuously changing advertising-spend per dealership. Overall dealership ad expenses were down...

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