Jan
16
By Mike Gorun  //  Be the First to Comment

Communication Makes Everything Easier

In our fast-paced society, some of the things done just a short time ago to impress and retain customers no longer work. Today, business owners can’t always keep on top of the latest and greatest ways to keep their customers loyal.  However, there is one thing that hasn’t changed much over the years – personal interaction without expecting immediate returns: a friendship of sorts. Communication has always been one of the keys to long-term customer satisfaction.  Without any motive to sell your services, or set […]

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Jan
9
By Mike Gorun  //  Be the First to Comment

It’s 2018. Now What?

If you work in a dealership, my bet is that you are either celebrating because you exceeded your goals, are breathing a sigh of relief that you met them, or are extremely nervous because you didn’t.   This time of year is generally crammed with reports, RDRs, OEM face downs and accountability. It is also the one-time that management and salespeople reverse roles, in a sense. Let me explain:   At the beginning of every month, each salesperson starts anew. It doesn’t matter whether the […]

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

Don’t View Questions as a Weakness

A recent article on CustomerThink explains how many companies view requesting customer feedback as a weakness. However, by asking questions you can optimize the results of your CX experience and save money because, sometimes what WE think should improve the customer experience isn’t what the customer wants. If you don’t consult with customers about what THEY think is wrong with the experience, then craft solutions to solve those issues, you can end up like a fortune teller, attempting to read the minds of your customers […]

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Dec
19
By Mike Gorun  //  Be the First to Comment

The Allure of Cross-Monetization & Evolving Loyalty Rewards

Today, consumers have grown used to loyalty programs and they have become the norm. So, to keep their customers’ interest, businesses have been forced to become more innovative and creative with their rewards. In fact, experiential rewards which transcend simple discounts or free services are very much on the rise. As loyalty programs seek to further entice members to focus on gaining points towards rewards these members desire, a new trend is developing … and the interesting part is that those rewards are products and […]

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Dec
12
By Mike Gorun  //  Be the First to Comment

You’re Not Going to Create Brand Loyalty with Urgency

For many marketers, most consumer messages have long been based on some sort of sense of urgency. Take dealerships, for example. Even when the customer is in the dealership, everything is about the “big sale” and the threat of “buy now or lose this deal.” The problem is, it is no longer effective. Consumers have become numb to these messages; the simple reason being that they don’t believe them! There’s always a big sale and consumers fully expect that, if they come in next weekend, or a month from now, there will still be a big sale and a good deal to […]

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