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

Do You Have A “Super” Loyalty Program?

Loyalty programs are nothing new to retail. In the beginning, most consisted of simple punch cards or other basic means of tracking customer transactions. As technology improved, many programs became digitized with key tags, cards and other ways for retailers to keep track of these transactions, aside from purely manual means. Then came big data, enabling retailers to track transactions and analyze consumer purchasing behavior and trends. This resulted in better consumer engagement and more relevant messaging. However, according to an article on Venture Beat, […]

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

Maybe We’re Approaching This Whole Loyalty Thing Wrong?

Customer loyalty is something every business needs and desires. Some companies are spectacular at accomplishing it, while others struggle. According to a study by DMA, perhaps we’re missing an important fact… not all loyal customers are the same. DMA’s “Customer Engagement 2016” study, takes customer loyalty a little further. It narrowed the pool of loyal customers into four groups: Active Loyals, Habitual Loyals, Situational Loyals and Active Disloyals. It’s rather interesting to take a look at this: Active Loyals – According to the study, “Active […]

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

So You Think You Have Customer Loyalty Figured Out…Not so Fast!

You may think that simply because you offer an excellent customer experience, your customers will be loyal… but what is really happening? Is it possible that YOUR definition of a great customer experience differs from your customers? A recent article on Business2Community covered how a study by American Express of 11,000 people across the globe, found that roughly 2/5 of consumers believe that, while companies are helpful, they don’t do anything extra to earn their business. Only 7 percent of Americans reported that they felt […]

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

CrossFit for Dealerships: Building a True Team

If you’ve ever worked in automotive retail, you know that there are constant internal struggles going on between employees and their departments. The structure of most dealerships actually encourage this – similar to how a salesperson’s pay plan incents them to sell cars. The most obvious friction oftentimes occurs between sales and service. While in theory, everyone is on the same page, how many times have you heard a sales or used car manager complain about what they feel are excessive reconditioning costs on a […]

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

Do you Value your Employees? Show Them!

A little over a year ago, the founder of a credit card payment processing company made an unorthodox move that resulted in some very mixed reactions and a whole lot of media attention. Dan Price, founder of Gravity Payments, cut his own salary by 93% (from $1 million to $70,000 per year). He did this so he could pay every single employee the exact same amount – $70,000, regardless of if they were the janitor or the receptionist, or how long they had worked there. […]

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