Feb
23
By Mike Gorun  //  Be the First to Comment

When Will I See You Again?

Moving out from the crowd,one red the rest white

When will I see you again? No, I am not talking about the 70’s pop song, although the lyrics just may fit the content here. I am talking about the continued trend in customer defections from our dealerships. Customer’s defect for many reasons and the longer an individual owns a car, the harder it can be to keep that customer. It’s not necessarily because the dealer does a poor job of providing an acceptable level of customer experience. Let’s face it, everyone’s life changes. The […]

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Nov
26
By Mike Gorun  //  Be the First to Comment

Will Speed & Efficiency Give AutoNation A Competitive Edge?

AutoNation_Corporate_Headquarters_2010_Ft_Lauderdale_Florida

The largest complaint that consumers have when considering a vehicle purchase is the fact that the process takes too long. Even with all the new technology processes that dealerships have employed over the past few years, the purchase process is still as long and cumbersome as it was twenty years ago. AutoNation recently started to roll out a vehicle purchase program, transferring much of the buying process online. It promises consumers a 30-minute in-store automobile purchase transaction. It would seem that AutoNation listened to the […]

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Nov
18
By Mike Gorun  //  1 Comment

It’s All a Matter of Perspective

Key of Perspective

When did you last walk through the customer entrance of your dealership and look at what is truly being experienced by the customer? Forget for a moment whether a sales consultant’s work area is messy, or if there are smudges on the windows. Let’s look a little closer at what a customer could see, hear or feel when they interact with your dealership in any department. What’s really taking place behind the doors may be a real surprise to you. Taken from a customer’s perspective, […]

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

What’s in Your Wallet?

ApplePay CurrentC

A couple generations ago, if you didn’t carry cash on your person, perhaps a personal check was accepted at your favorite store.  Then credit cards became an option, followed quickly by debit cards.  And now, with technology changing seemingly overnight, two new payment options are becoming available to consumers at select and very notable retailers. Apple Pay and CurrentC are two smartphone payment systems.  CurrentC is a new (yet unreleased) smartphone payment system from a group of retailers, including the likes of CVS, Best Buy, […]

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Oct
31
By Mike Gorun  //  Be the First to Comment

The Mind is Like a Parachute – It Works Best When Open

canopy of parachute for parasailing

Competition in business is usually a good thing.  Sure, we’d all like to have the market cornered, but without a little competition we would perhaps never figure out ways to improve our products or services and keep our customers coming back. In an interesting article on Infusionsoft’s “Big Ideas Blog,” a few examples of businesses thinking outside the box were shared. 3Tees is a Singapore based company that prints T-shirts for companies “promoting events with a social cause.” It has a slogan of “You price […]

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