Retention and Loyalty

While dealers grapple with new and better ways to advance the customer experience and build loyalty, one effective, often-overlooked way is through...

The debate is over — online marketing is essential to the success of a modern car dealership. Actually the debate ended a few years ago, but that...

Let's face it — it’s tougher to make a profit in the sales department these days. Gross profits are being squeezed to a minimum on the front end by...

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...

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...

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...

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

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...

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,...

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...

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

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