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

What’s Your Company’s Fidget Spinner?

The most popular “thing” on the market right now are fidget spinners. In case you don’t know what fidget spinners are, they are little spinning toys that you hold between two fingers and… well… spin. Sounds like something similar to playing with a cardboard box, right? And some people think that’s about right. However, many people claim these “toys” have benefits above and beyond simply being a distraction. Some say they help children with ADHD by giving them something to do with their hands. Some say they reduce […]

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

Make Sure Your Customers Complain

An interesting title for a blog, I know. But an article on CustomerThink got me thinking, as it warns businesses they should be concerned if customers are NOT complaining.   The reasoning behind this is that if customers aren’t complaining, businesses assume everyone is happy when, in fact, that’s usually not the case. The theory the author posits is that customers could have simply given up on the business and may already be in the process of finding an alternative solution. In addition, not receiving […]

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

Become the Reference Point in Your Industry

We all have reference points. When someone asks you, “What’s the best steak you’ve ever had?” you have an answer. In fact, not only do you have an answer, but every steak you eat after that will be compared to it – whether consciously or subconsciously.   When enough people develop the same opinion, that steak restaurant becomes their reference point for anything concerning steak. And, because of that, they spread word about their satisfaction to others, which, in turn, may make that steak restaurant another […]

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

Is 2 Percent Good Enough for You?

Every dealer wants a nice healthy portion of their market share. But what if it was only 2 percent? Would that be good enough? Probably not. Well, according to a recent interview in Automotive News, North American chief for Mazda, Masahiro Moro, thinks it is… However, in the article he states that there’s a difference between 2 percent and a “good” 2 percent, which mainly ties back into higher transaction prices and lower incentives. With a better customer experience, Moro feels Mazda can lower vehicle […]

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