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

How One Dealership Found the Recipe for Success in Customer Engagement

Getting your customer’s attention and engaging with them can be a tough task these days. There is so much competition from other marketers — customers are constantly barraged with messages from every side and in every way. Social media reach has decreased, digital marketing is ever more challenging and direct mail sometimes goes straight into the trash. This leaves some dealerships pulling their hair out due to the lack of response from their customers and prospects. However, dealers that think outside-the-box a little bit have […]

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Apr
22
By Mike Gorun  //  Be the First to Comment

How to Combat Loyalty Program Fatigue

The average U.S. household now belongs to more than 18 loyalty programs, for a total of more than 2 billion memberships. That’s an awful lot of loyal customers. But, all these programs and cards can have an unintended effect: customer loyalty fatigue. Most consumers do still participate in their ‘favorite’ loyalty programs, and for many businesses, it’s a proven marketing tool that adds revenue to the bottom line. So what is it that turns customers off? Some of the most common reasons are “I always […]

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

Loyalty Is Much More Than a Transaction

According to a study by Colloquy, there are 3.3 billion loyalty program memberships in the United States, which averages 29 per household. Yes, loyalty programs are everywhere. From grocery stores, to gas stations and fast food restaurants, chances are high that a store you’re about to enter for the first time has a loyalty program. And the one thing that most of these programs have in common — they are based on transactions. In fact, a study by Cap Gemini found that 97 percent of […]

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Mar
29
By Mike Gorun  //  Be the First to Comment

Your Biggest Revenue Opportunity Is Closer Than You Think

It’s a well-known fact that retaining customers is less expensive and can be more profitable than acquiring new ones. The reality is essentially, customer churn keeps your dealership stationary. Many dealers blast sales messages across every medium possible – traditional, mailers, and digital; hoping that someone, somewhere will see it and decide to buy a car from them. According to NADA, dealers are still spending upwards of $640 per sale to bring in business on the sales side. And therein lies the problem. Why spray […]

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Mar
22
By Mike Gorun  //  Be the First to Comment

How Customer Experience Failures Effect Business

Whether it’s an unhappy customer in the service drive because the repair is taking too long; or a customer in sales for 4 long hours attempting to buy a car and less than happy as a result; or a customer making a post-purchase call to report issues with a vehicle they just purchased; dealership managers can sometimes feel as if they are constantly putting out fires and that everyone is unhappy. Sometimes the problem gets addressed to the customer’s satisfaction — sometimes it doesn’t. You […]

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