Feb
4
By Mike Gorun  //  Be the First to Comment

Know your Competition! What Independents Are Doing to Retain Customers

There is a constant stream of advice from industry experts concerning customer loyalty and retention. While most of the advice is on point, a large piece is typically missing in the bigger picture. In order to increase market share, businesses must be aware of what their competition is doing. Turning a blind eye to pricing and marketing tactics of the dealership down the road can easily cost sales or service business. Savvy dealers check out what their competition is doing. But, these mystery shops or […]

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Jan
27
By Mike Gorun  //  Be the First to Comment

Is Uber Shooting Itself in the Foot with Surge Pricing?

Ever popular transportation service Uber is coming under fire for what some say is an exploitative business practice. Uber tends to be a convenient and economical way to get around town – especially for inner city dwellers that don’t own vehicles and travelers who don’t necessarily need a rental car. In an effort to encourage drivers to work during busy times to ensure that Uber customers don’t receive a “No cars available” notice, Uber instituted surge pricing. In essence, surge pricing is a multiplying factor […]

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Jan
14
By Mike Gorun  //  Be the First to Comment

Can an App Create a Customer Experience? Ford Thinks So

At the North American International Auto Show, Ford unveiled an interesting new program to the world – FordPass. According to The Detroit News, Ford’s goal with this app is to create a centralized hub which allows Ford owners to utilize some unique services related to ride-sharing and mobility. Some of the planned features include FordGuides, which allow Ford owners to ask questions and get answers via text or phone 24 hours per day; and FordHubs, which are actual buildings Ford owners can visit to learn […]

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Jan
7
By Mike Gorun  //  Be the First to Comment

Customer Experience is King

Competition for air travel is fierce. Especially when it comes to wooing business travelers. An interesting fact that recently came to light is that the most desirable customers are not necessarily those that have flown the most miles. Airlines have realized this and have changed how rewards and statuses are earned. You see, flying longer distances doesn’t necessarily equate to more revenue. The airlines want to capture those lucrative business travelers that book last minute and end up paying full fare, rather than those that […]

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Dec
30
By Mike Gorun  //  Be the First to Comment

Own Your Way to Customer Loyalty

Earning customer loyalty in today’s society is especially tricky. As almost every retailer now has a loyalty program, it’s difficult to stand out and make your customer truly feel special and appreciated. Earning loyalty isn’t simply about giving something away. It’s about creating and nurturing a relationship that builds a brand advocate who will continue to patronize your business and also help with your acquisition efforts through recommendations and word-of-mouth. For the customer, the true test of how much a business values their patronage – […]

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