Feb
20
By Mike Gorun  //  Be the First to Comment

Don’t Forget Mr. & Mrs. Cellophane!

  People are motivated by many different things. Some by money. Some by time off. But one of the most universal ways to motivate an employee is by recognition. For the most part that recognition comes from external sources; perhaps a customer compliments the employee either in person or via an online forum – then management reacts and shares that feedback with the employee and, perhaps, with the dealership’s staff. But what about that employee customers never directly interact with? In the musical Chicago, the […]

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Feb
13
By Mike Gorun  //  Be the First to Comment

Winning Customer Loyalty Through Convenience

Winning Customer Loyalty Through Convenience

Customer loyalty is increasingly difficult to earn. Consumers simply aren’t as loyal to a specific store as they were in the past. Years ago, perhaps you’d visit that local hardware store owned by Bill and Martha. Each time you visited they welcomed you by name and offered their assistance. In our current age of mega-stores, the customer experience is not the same. There’s no longer a Bill and Martha waiting to greet you. Nor, in most cases, do the staff know your name. So, these […]

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Feb
6
By Mike Gorun  //  Be the First to Comment

Creating Brand Advocates Is Not as Hard as You Think

  As countless messages fill the world, consumers increasingly turn to family, friends, peers and, even strangers, to make buying decisions. Whether those decisions are as broad as who to do business with or are centered around which item to buy to help solve their problem, word-of-mouth and online reviews have become a key part of that decision-making process. Too many bad reviews via word-of-mouth or online can instantly cause a customer to start looking for alternative businesses or products. Negative reviews can cause you […]

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

Why Consumers Are Navigating Away from Traditional Customer Service

In a very interesting dynamic shift, consumers are increasingly changing how they want to interact with businesses for customer support. Just five years ago, think about how irritating it was to navigate through phone trees, just to finally reach a support agent, explain the problem, then be transferred to another agent, repeat your story and hope they are the right person to resolve the problem. We have put up with this for years – but times they are a changing. There is a new sheriff […]

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Jan
23
By Mike Gorun  //  Comments Off on Don’t Eat Tomato Soup with Chopsticks

Don’t Eat Tomato Soup with Chopsticks

As a dealership there are many ways you can identify if you’re losing customers. Through data, you can see that John Smith used to come into the dealership regularly for service but then disappeared without a peep. Why did John Smith stop coming in? Do you know? You could certainly reach out to John and see if you can get any insight, and he may even respond and tell you why. Perhaps he simply moved out of the area. But what if he defected to […]

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