Apr
25
By Mike Gorun  //  Be the First to Comment

Why the Least Interesting Thing for Consumers Will Be to Drive a Car

Driving the car around town by night

At the recent Adobe Summit, executive vice president and general manager, Brad Rencher, advised businesses that if they wish to survive in the future, they have to become “experience businesses.” He feels this is what will separate market leaders from the rest of the pack. In fact, he stated, “Automotive companies are transforming into experience businesses. In the past, they sold cars. But cars are evolving into ‘experience pods,’ where technology personalizes your experience with music, playlists, temperature controls, speed settings and more. Pretty soon, the […]

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

Customer Satisfaction Failures Can impact your Wallets

Unhappy and Happy Smileys on Visual Screen

  In the wake of the backlash from the recent United Airlines incident, it has been widely reported that many airline CEO’s salaries are, at least in part, connected to customer satisfaction scores. In the case of United’s CEO Oscar Munoz, poor customer satisfaction ratings can cost him about $500,000 in bonuses. The CEOs of Southwest Airlines and Delta have similar contractual clauses. On top of that, one poor experience – especially if it’s perceived by many as being egregious – can, by itself, ruin […]

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

Go Fast and Break Things

High speed business and technology concept, Acceleration super fast speedy motion blur of train station for background design.

  The title of this blog post originated from a thought-provoking interview with Chad Mitchell, senior director of digital communications at Walmart. In the interview he lays out a philosophy that every industry – especially automotive – should embrace. The main point he makes is that our digital and physical world is evolving at light speed and, the car business especially, tends to find itself far behind leading brands when it comes to customer experience, communications and… well, adopting new things. As an industry we […]

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

Porsche Plans to Bring some Disney Magic to its Dealerships

disney

It’s no surprise that Disney has created one of the largest groups of loyal customers in the world. Of course, this isn’t by accident. Everything Disney does is by design. According to an article in Automotive News, Porsche wants to do a similar thing and create its own brand loyalists by bringing a little Disney magic to its dealerships. Porsche has enlisted the Disney Institute to help train all of its customer-facing dealership personnel. It has also asked dealers to create a new position in […]

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Mar
28
By Mike Gorun  //  Be the First to Comment

How One Dealer’s Gumbo Attracted His Community

A recent article in Automotive News tells the story of Carlos Liriano, a car dealer from New Orleans who migrated his dealership to Texas and brought with him a passion – gumbo. Initially, it started as a way to show appreciation to and treat his employees every month. But, at his dealership’s 5-year anniversary, he decided to invite the community, and they came. And, not only did they come when it first started, the community has kept coming to the point where customers are actually […]

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