Jul
18
By Mike Gorun  //  Be the First to Comment

Don’t Let Digital Data Trump the Human Touch

Businesses large and small use data to learn and then make decisions about their customer’s behavior. However, be warned, as decisions based solely on data alone can sometimes not be the best… as was the case with a Denver Broncos season ticket holder.   In a LinkedIn article penned by the fan, he told the story of how his family was on a waiting list for 7 years to buy season tickets to the Denver Broncos. When they were finally offered tickets, they were ecstatic. […]

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Jul
11
By Mike Gorun  //  Be the First to Comment

Make a Difference in your Community – Customers Love it! 

When it comes to community service, car dealers are often the very foundation of their communities. A great example is what the Jim Ellis Automotive Group did in May of this year. The Atlanta-based group successfully raised $65,000 for first-responder organizations that serve various dealership locations around Atlanta, including the police and fire departments. The money was raised by donating a portion of every new or pre-owned vehicle purchase during the month of May to local first responders. In total, the $65,000 was split amongst 10 local police and fire departments. In addition, the Jim Ellis Automotive Group catered […]

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

What Happens When Company Culture Breaks Down?

Unless you’ve been hiding under a rock, you’ve undoubtedly heard about all the chaos that’s been happening at Uber. What began as a single blog post has gained so much momentum that not only is the company under investigation by the government, but the CEO was ousted very ceremoniously. Allegations of sexism, sexual harassment, abuse and just about every bad thing a company could do to their employees started popping out of the woodwork. And all it took was for one employee to finally have the courage to say […]

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

Is Amazon’s New Patent Terrible or Brilliant for Customer Loyalty?

Amazon was recently awarded a patent that has caused quite a stir amongst consumers and retailers. The patent, originally applied for way back in 2012, details a method for “redirecting, or otherwise controlling customers’ attempts to comparison shop on their smartphones when using a store’s Wi-Fi network. The system would identify when a customer is trying to access a competitor’s website and take action. According to the patent description, it could block the action outright, redirect it to the retailer’s own website, or distract the customer with a coupon or a […]

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

The End May Matter More Than The Beginning 

The business world – and the automotive industry – has started to see just how important customer experience is to loyalty and retention. New and improved technologies are regularly released that help streamline the buying process and further enhance the customer experience.    However, a customer can have an incredible experience in the beginning – perhaps it starts online then transitions to the store – the customer starts incredibly happy with the service, deal and everything else, but then one piece of that experience goes bad and it sabotages their whole perception.   Take, for example, this story relayed by Forbes from a writer who […]

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