Wednesday, July 6, 2022
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loyalty programs

How to use loyalty programs effectively

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In selling products, dealerships have an incredible opportunity to acquire new customers and retain existing ones. But, according to Polk, the sad truth is that less than 30% of owners are loyal to a dealership. For a dealership, an average defection rate of 70% should be a great motivator to improve loyalty. And in such […]
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no fault found diagnosis

How service departments can handle no fault found diagnosis

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You want to increase profits and customer satisfaction in your service department, but a no fault found diagnosis, or NFF, is sure to derail your plans in a hurry. When a customer brings their vehicle in for repair, they expect the problem to be fixed when they drive away. Getting back in the vehicle with […]
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shop

How to bring more high-value work to your body shop

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For most autobody and collision repair shops, the main income source is from insurance claims. Although it’s steady work for body shops, especially for those associated with franchised dealerships, the insurance claim process is tedious and resource-consuming, often with tens of hours of communication and many more hours of delays awaiting approvals. Profit margins are […]
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F&I

A simple shift in wording can bring better closes in F&I

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No one likes being ‘sold’. We all shrink away when we hear something that even remotely sounds like a sales pitch and in F&I, it’s easy to feel like that’s what you must do on every deal. After all, F&I is arguably one of the toughest places to sell ANYTHING at the dealership, and high-pressure […]
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Anderson

GM Nick Anderson discusses how COVID-19 transformed the customer experience at...

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This year marks the tenth annual, 40 under 40 list from Automotive News. On today’s show, we’re pleased to welcome one of their honoree’s Nick Anderson, General Manager of Chuck Anderson Ford, who’s no stranger to the industry and spent many of his early years shadowing his father. Anderson starts the conversation by talking about […]
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Vantine

Business development expert Sarah Vantine on the cost of ineffective employee...

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Fixed ops are the focus for many dealers right now as profit continues to increase, but is training being left behind? On today’s show, we’re pleased to welcome Sarah Vantine, Vice President of Business Development Strategy at Quantum5.  Vantine begins the conversation by discussing her transition from Scott Automotive Group to Quantum5. She says Quantum5 […]
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car wash

3 Ideas for using the car wash as an income generator...

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With less than 29% of consumers washing their vehicles at home, your dealership can gain a lot of profit by focusing on a car wash. In fact, a professional car wash at your location could dramatically increase revenue in the service department. In this article, we examine the ways a car wash can be used […]
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initial quality

J.D. Power’s 2020 Initial Quality Study Gives Insight into Customers’ Perceptions

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The global leader in automotive insights, J.D. Power, has released the results of their 2020 Initial Quality Survey. The study has identified both Dodge and Kia tied in rankings for the mainstream brands that are highest in initial quality. Genesis tops the chart for premium brands. The 2020 Initial Quality Study took a different approach […]
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customer satisfaction

Customer Satisfaction Increases but Detriments Expected Due to COVID-19

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Earlier this month, J.D. Power released its 2020 Customer Service Index (CSI) Study, which found that customer satisfaction has risen for the fifth year in a row but warned that “the ability to meet customer expectations for prompt service and repairs will be undermined” due to the current coronavirus pandemic, or COVID-19. Although consumers are […]
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extra mile

Going the Extra Mile and Following Up

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 How far are you willing to go when it comes to following up? Cory explains how to go the extra mile, in an effort to reap the benefits of your extra hard work. VIDEO TRANSCRIPT:  Today, I want to talk to you about the idea of stretching yourself. See, right now, we fall into […]
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