Automotive Media Partners, LLC

Serving Auto Industry Leaders, Car Dealers and High Quality Suppliers

Automotive Media Partners

You have arrived at the home of Automotive Media Partners, LLC, the management team that owns and operates:
Automotive Digital Marketing Professional Community

dealerELITE Network

AutoConnections Conference and Exposition (AutoCon)

More than three dozen auto industry sites and media channels throughout the blogosphere, Facebook, LinkedIn, Twitter, YouTube, Slideshare, Wordpress and other popular auto industry targeted networks.


ShareThis

dealerELITE Featured Blogs

Sick Of Yelp Destroying Your Dealer? Want A Business Friendly Solution?

If you're like most dealers that constantly get abused by Yelp regardless of your efforts then I invite you to a Pro-Business solution that has your customer's best interest at heart as well as your dealers. 

http://www.BusinessRater.com…

THE BAD NEWS BEARS

THE BAD NEWS BEARS

Coming together is a beginning; keeping together is progress; working together is success!…

Top Brands Rated by Women | 2015 US Womens Car Dealership Report

Our company has published it’s second annual report which showcases women are having empowering experiences at progressive car dealerships in the United States.

Women are responsible for buying over 13 million cars at new car dealerships; that’s an impressive 36,000 vehicles a day. Dealerships have to literally change gears, advertising, amenities and their sales strategies to attract this powerful buying force. “It’s a very competitive industry” shares Women-Drivers.com President,…

What's New in Social Media for 2015?

Social media kicked off the New Year with some interesting updates geared toward increasing content exposure and diversifying communications tools. While some automotive professionals have expressed thatsocial isn’t selling cars, these updates may yet give us hope!


So far, here are 2015’s five social media updates your dealership…

Manipulation? Salespeople are not the Problem!

I am absolutely fed up with the recent assault on salespeople. I'm tired of salespeople being classified as manipulative, self-serving, hard closers that care only about money. Call me old-fashioned, but I believe everyone (especially salespeople) are generally good and want to do the right thing. Salespeople are not the…

ADM Professional Community Videos

Auto Recruiting "Taken" to Next Level AutoMax Recruiting


Thumbnail

http://www.automaxrecruitingandtraini... If it's bad new hires you want we don't have any. We do have a very particular set of skills that helps Car Dealers find the best #Autohires in the #Automotiverecruitment industry.We will find you that top talent you're looking for.…

Don't Judge a Book By It's Cover


Thumbnail

Tonality of personality is a reflection of ones mentality. Make no mistake, what one says is of equal importance as to how one says it. Most of important is "intent" behind…

Zig Ziglar - Attitude Makes All The Difference


Thumbnail

Of all necessary adjustments throughout the day "attitude" is of the most important!~

PheroLai - Lessons from the Best Salesman in the World - Joe Girard


Thumbnail

NguyenLai.com - Cùng Cộng Đồng TruAGE nâng tầm Chất lượng Cuộc sống của Bạn!

Webinar Recording - Unlocking the Power of Facebook Ads - 2014-12-17 1249


Thumbnail

Facebook ads are going to be huge in 2015 and I dive into every aspect for your dealership to take advantage!

dealerELITE Top Content Past 7 Days

1. The New GM...........

Added by Dr. Harold Elam Jr. on January 19, 2014

5. Are You Selling in the Zone?

Added by Chris Saraceno on December 2, 2014

 

Do You Have a High Quality Product or Service for Car Dealers?

Photos

Loading…
  • Add Photos
  • View All

Latest Activity


Supplier
NJSEOs Jon posted blog posts
Jan 9

Supplier
Jody DeVere updated their profile
Dec 17, 2014
Wendell Dossett is now a member of Automotive Media Partners, LLC
Dec 13, 2014

Supplier
NJSEOs Jon posted a blog post

Feeding America's Text-to-Donate Program, Earn Ford Owner's Advantage Cash!

Support the Feeding America's Text-to-Donate ProgramQuickLane Tire & Auto Center of Route 23 Ford is partnered up with the Feeding America Program and for every $10.00 donated, Route 23 Ford will donate $10.00 to your Ford Owner Advantage Card! Starting Nov. 14, supporters can make a $10 donation to Feeding America by texting…See More
Dec 3, 2014

Featured Blog Articles from the ADM Professional Community

4 Digital Marketing Tasks You Need to Automate NOW

Digital marketing can be extremely tedious when you add up the time that many tasks take to complete. On top of big projects like audits, copywriting, and promotional work, smaller tasks can add…

Is Going Above & Beyond Really the Path to Customer Loyalty?

Most executives believe that providing an excellent customer experience will increase customer loyalty. Many companies are known for it and stand out as examples of how to win business and loyalty – Nordstrom, Zappos and Apple come to mind. While providing an excellent customer experience is certainly more likely to…

Top Brands Rated by Women | 2015 US Womens Car Dealership Report

Our company has published it’s second annual report which showcases women are having empowering experiences at progressive car dealerships in the United States.

Women are responsible for buying over 13 million cars at new car dealerships; that’s an impressive 36,000 vehicles a day. Dealerships…

If You Build It, They Won't Come (unless you support it)

In the movie Field of Dreams, a ghostly voice tells Kevin Costner's Ray Kinsella character, "If you build it, he will come."

The first question you'll want answered is, "What is it?" In the movie, the 'it' was a baseball…

THE BAD NEWS BEARS

THE BAD NEWS BEARS

Coming together is a beginning; keeping together is progress; working together is success! Henry Ford…

Blog Posts

Car Dealer Resource Links for Automotive Professionals

Automotive Industry Online Resources for Car Dealers and Automotive Professionals

Listed Below are several groups of useful and important links

for Automotive Professionals and Car Dealers seeking to improve

business operations, marketing and sales for new and used vehicles,

service, repairs, parts and accessories...…

Continue

Posted by Ralph Paglia on February 18, 2010 at 5:10pm

Forum

Intelligent Lead Routing; What Is It?

Have you ever been in a situation where you were able to review leads prior to assigning those leads to a salesperson?If so, and if you are a sales manager who cares about increasing sales, you most likely looked at the characteristics of each lead before deciding which salesperson to assign that…Continue

Tags: Lead Routing, Internet Sales Manager, Internet Leads, Intelligent Lead Routing, Assigning Leads

Started by Ralph Paglia in Internet Lead Management Dec 7, 2010.

Internet Sales Managers; What is the Biggest Challenge You Have Faced Lately?

We would like to hear from some ISM's out there about what it is like being an Internet Sales Manager today and What is the Biggest Challenge You Have Faced Lately?

Tags: Lately, You Have Faced, Biggest Challenge, What is, Internet Sales Managers

Started by Ralph Paglia in Internet Sales Department Aug 3, 2010.

Automotive Media Partners, LLC Marketing Charts and Metrics

ADM Professional Community Forum Discussions

U.S. Spies on Millions of Drivers

DEA Uses License-Plate Readers to Build Database for Federal, Local Authorities

The Justice Department has been building a national database to track in real time the movement of vehicles around the U.S., a secret domestic intelligence-gathering program that scans and stores hundreds of millions of records about motorists, according to current…

Finding the Hidden Market That Your Business Is Missing Out On

Recently, I went car shopping with my wife. We were casually browsing when a salesperson approached us. After listening to his pitch, he turned to me and -- in front of my wife -- said, “Most of the ladies won’t care about looking under the hood, so I won’t bother giving her the marketing spiel on the performance.”

His comment surprised me. Yet this kind of stereotyping happens all the time in marketing. Just look at the gender bias in advertisements: Whether it’s a reference to…

CRM DOMINATION IN AUTO RETAILING

-

WE ARE ENTERING AN ERA OF CRM DOMINATION

- BY JAMES A. ZIEGLER, THE #‎AlphaDawg‬

Third party Vendors are waking up to their worst nightmare. The party is almost over and…

Looking for Some Reviews About Auto House Ltd

I have to spend most of the days out of city in recent past due to some of my current projects so I need to have a car for my wife that she can use while our current car is with me out of the city. Given that I am very busy in these days with my work so I don't have enough time to visit multiple auto dealers and check by myself what they have to offer so in trying to find some good car dealers in our area I am getting help from the internet and I have found couple of dealers that seem to…

dealerELITE Latest Activity

Paul Potratz posted a blog post

Paul Potratz posted a blog post

Let's Get Personal

There are a variety of ways in which you can personalize your direct mail pieces to fit your customers' wants and needs. In this week’s episode of Hard Facts, Samantha will explain how highly targeting your mail pieces and using variable data can increase ROI.See More

Garry House posted a blog post

Garry House posted a blog post

Are Sales Pay Plans on Your Mind?

A majority of us in the dealership consulting community, together with many client-dealers to whom we provide services, have long recognized a need for changes in salesperson compensation plans. The traditional plans which have been employed over the last several decades no longer effectively match the operating strategies being implemented in many dealerships today, particularly in those stores that are committed to “market-based pricing” their new and used vehicles on the Internet. This message is directed to those dealers who recognize that their current salesperson compensation plans are “broken” (or, at the least, “cracked”) and who are seeking an alternative. I have taken the liberty of “attaching” a sample compensation planning document that, with a combination vehicle sales staff that is evenly balanced between the four performance categories, produces an expense percentage metric that matches the guidelines found on my website, www.garryhouse.com. Prior to proceeding, I must caution you that the “attached” document is for demonstration only. Because there has never been, nor will there ever be, a “one size fits all” pay plan, I have always been very reticent to provide compensation examples. However, in this instance, I think that using an example is the best way for me to describe my concepts and development methods. I begin the planning of this 5-Element Plan by establishing target monthly compensation amounts for each performance level; and I complete the plan with an analysis of how closely the actual plan results match the target compensation. In order to understand the remainder of my discussion, you will need to download and print this “attachment.”Element #1 – Traditionally, automotive salespeople have been paid on a “straight-commission” or “draw-against-straight-commission” basis. Research tells us that this traditional approach to sales compensation is a recruiting “turn-off,” particularly with the Gen “X” and Gen “Y” target employee. The term “commissioned salesperson” is also a negative with the consumer. That’s why the terminology within this proposal totally avoids the word “commission.” Although this proposal includes a $500 weekly salary, the amount of the salary can be set at any comfortable level, or even eliminated entirely. In this proposal, a salesperson must deliver a minimum of 6½ units in a month in order to receive any incentive or bonus additional to the salary.Element #2 – If the primary controllable performance goal is volume, then the largest incentive element for top producers should also be based on volume. Volume levels and per-unit-bonus amounts can easily be modified. Note that the per unit bonus amount are retroactive to unit one, so there is a significant incentive to sell and deliver “one more vehicle” as the month-end nears.Element #3 – This part of the compensation plan is focused on the activities of “value selling” and “defending our pricing,” and like Element #2, it is tied to volume by a per-unit-bonus. Assuming that management has made the decision to price competitively and “hold the line” on minimal discounts, this element continually encourages the salesperson to “get all the money” that we are asking for on the Internet. Average monthly discount ranges and per-unit-bonus amounts can easily be modified. Should it fit your operating culture, an additional subsection of this element incentivizing “trade under-allowances” might also be included.Element #4 – This segment is intended to incentivize salesperson behavior in two ways: first, by directing their efforts to develop self-generated business through effective prospecting, and second, by inspiring them to acquire skill sets that will reduce their dependency on the BDC (or on appointment coordinators). The self-generated business category needs to be clearly defined by senior management, and it might include repeat business, owner referrals, bird-dog referrals, circle-of-influence prospects, and maybe even “be-backs.” The “assisted-delivery” penalty reduces the impact that the BDC (or appointment coordinators) compensation layer has on the departmental expense structure. The categories on which no bonus or penalty applies are deliveries to walk-in customers, deliveries to customers who originated from a blind inbound phone inquiry handled by the salesperson, and deliveries to customers who originated from an Internet inquiry handled by the salesperson. Per-unit-bonus and penalty amounts can easily be modified.Element #5 – Although similar elements are common to many traditional salesperson compensation plans, I need to make a few comments. First, some dealers have found it beneficial to pay on two bonus levels…”acceptable” and “exceptional.” Second, the incentive amount should be commensurate with the amount of factory money “at risk” to the dealership. Finally, this element may be reduced in emphasis (or eliminated entirely) if your franchise, as a matter of course, pays Customer Satisfaction Incentives directly to the salespeople.I hope that your review of my concepts and methodology were eye-opening. Do not hesitate to write or call me if you have any questions. As always, I value and solicit the input of my readers. Please remember this! There is no such thing as a “one size fits all” compensation plan.If you believe that your salesperson compensation plan(s) could better match your business strategy for 2015, you have three choices:Do nothing! That’s OK…many dealers will fall into this category.Address the opportunity yourself! And that’s OK too…if you have the time, energy, internal resources, and experience to effectively do so.Get outside help from a Subject Matter Expert (SME). That’s what I am! Automotive dealership compensation planning, implementation, and management is my specialty! My clients will tell you that I’m an experienced, trusted advisor who can be counted on to deliver exceptional value. Call me if you would like to discuss compensation needs for your sales, management, or administrative personnel.Join the conversation! Let me know what you think!2015_SalespersonCompensation_1.pdfSee More

Latest Activity at the ADM Professional Community

Anne Fleming's blog post was featured

Anne Fleming's blog post was featured

Top Brands Rated by Women | 2015 US Womens Car Dealership Report

Our company has published it’s second annual report which showcases women are having empowering experiences at progressive car dealerships in the United States.Women are responsible for buying over 13 million cars at new car dealerships; that’s an impressive 36,000 vehicles a day. Dealerships have to literally change gears, advertising, amenities and their sales strategies to attract this powerful buying force. “It’s a very competitive industry” shares Women-Drivers.com President, Anne Fleming. “Women know they can buy a car anywhere in their respective city. It’s in dealer’s best interest to strategize and market to women. However, it takes more than just having a family female spokesperson.”The research in the 2015 US Women’s Car Dealership Report comes from over 3,450 women’s surveys from the company’s website. From these surveys, the company generates a Women Satisfaction Index® or WSI score. The range is from a 5.0 (the highest) to 1.0 (the lowest).Unlike other 5-star review sites, Women-Drivers.com offers women the opportunity to write a quick review and then opt-in to a ‘deeper dive’ survey to share more thoroughly about their dealership visit. Over 90% of the reviewers opt-in to the twenty-five question survey.Fleming goes on to share, “In the past, women haven’t been asked for any real feedback by the industry, with the exception of the dutiful CSI. Through our platform, women are empowered by the opportunity to share their voice and provide productive opinions. Generally, these buyers are having more than “satisfied” visits at car dealerships; they are truly delighted by the respectful and trustworthy manners of their sales advisors. In turn, when asked to write a review, they are generous.”Dealership groups and manufacturers use the data collected by the company to better understand, improve and shape the customer’s experience. From the analytics, trends and predictive patterns are captured to help take the guesswork out of marketing to women.Click Here For FREE Copy Of 2015 US Women’s Car Dealership Report  Press Contact: Anne Fleming anne@women-drivers.com Phone: 412-327-2604 2015 US Women’s Car Dealerships ReportTop Brands, Trends and Insights HighlightedPITTSBURGH, PA – Women-Drivers.com, the premier car dealer review company focusing on women and families, highlights in the company’s second annual report that women are having empowering experiences at progressive car dealerships in the United States.Women are responsible for buying over 13 million cars at new car dealerships; that’s an impressive 36,000 vehicles a day. Dealerships have to literally change gears, advertising, amenities and their sales strategies to attract this powerful buying force. “It’s a very competitive industry” shares Women-Drivers.com President, Anne Fleming. “Women know they can buy a car anywhere in their respective city. It’s in a dealer’s best interest to strategize and market to women. However, it takes more than just having a family female spokesperson.The research in the 2015 US Women’s Car Dealership Report comes from over 3,450 women’s surveys from the company’s website. From these surveys, the company generates a Women Satisfaction Index® or WSI score. The range is from a 5.0 (the highest) to 1.0 (the lowest).Unlike other 5-star review sites, Women-Drivers.com offers women the opportunity to write a quick review and then opt-in to a ‘deeper dive’ survey to share more thoroughly about their dealership visit. Over 90% of the reviewers opt-in to the twenty-five question survey.Fleming goes on to share, “In the past, women haven’t been asked for any real feedback by the industry, with the exception of the dutiful CSI. Through our platform, they are empowered and have the opportunity to share their voice and provide productive opinions. Generally, many of these buyers are having more than “satisfied” visits at car dealerships; they are truly delighted by the respectful and trustworthy manners of their sales advisors. In turn, when asked to write a review, they are generous.”Dealership groups and manufacturers use the data collected by the company to better understand, improve and shape the customer’s experience. From the analytics, trends and predictive patterns are captured to help take the guesswork out of marketing to women.Key FindingsWhen shopping for a vehicle, the overall WSI was 4.37, up from 4.25 last year. The top five rated shopping brands by women are Volkswagen, Ford, Chevrolet, Jeep, and Buick.When purchasing a vehicle, the overall WSI was 4.73, up from 4.65 last year. The top five rated purchasing brands by women are Mercedes-Benz (also held the #1 spot in 2014), Lincoln, Dodge, Jeep and Chrysler.When leasing (a subset of purchasing), the overall WSI was 4.88, a jump from 4.80 in 2014. An amazing 98% of women would recommend their sales advisor when leasing a car.When servicing a vehicle, the overall WSI was 4.57 a considerable leap from last years’ 4.38. The top five rated servicing brands by women are BMW, Volvo, Mercedes-Benz, Porsche and Audi.Women visit on average 2 dealerships prior to buying a care. Sixty percent of women who leave without purchasing, do not return to that dealership.When shopping, 56% of women go to the dealerships by themselves. 83% of them would recommend their sales advisor.Almost one-third report that the dealerships website is not helpfulWhen buying, 46% of women go the dealership by themselves. 95% of them would recommend their sales advisor.Women report the average time to buy a car is 3 hours and 20 minTop reasons women don’t go to service department at original dealership:Not satisfied with last visitDidn’t like how she was treatedInability to get issue resolved to her satisfactionCost of serviceLocation not convenientHours not convenientLack of concierge servicesThe top requested item by women who have to leave their car overnight for service? A car to drive home – typically a service reserved for luxury brands.NOTE: The data generated in the 2015 US Women’s Car Dealership Report comes from over 3,450 surveys from the company’s websites. From these surveys, the company generates Women’s Satisfaction Index or WSI® Data. Some brands are not represented in this report due to small sample size.2014 Top U.S. Car Brands as Rated by Womenwhen Servicing their VehiclePITTSBURGH, PA – There is more to winning a lifelong customer than just closing a car sales deal. Delivering the ultimate customer experience is what makes car buyers - especially women buyers, who are very loyal - come back to dealers for all their auto related needs like servicing, repair and maintenance.A new 2014 report published by Women-Drivers.com reveals the top brands as rated by women when servicing their vehicle. The findings are based on the Women Satisfaction Index® scale. The WSI scores shows women car servicing experiences at different car dealerships on the scale of 1 to 5 with 5 being the perfect WSI score.According to the findings, Mercedes received the highest WSI score among women when it came to servicing their vehicles, scoring 4.92. Compared to other car brands, women said that they received far better service at Mercedes dealerships. Mercedes is followed by BMW and Lexus, securing the second and third spots on the servicing chart respectively, rounded out by Honda, Volkswagen, Buick, Nissan, GMC, Subaru and Dodge in the 10th spot.Here are some insights that were unveiled in this report about women when it came down to their experiences in the service drive:85% received an estimate prior to work being completed76% were satisfied with the car’s cleanliness after service78% say they would recommend the service department to friends and family3 of 4 reviewers plan to return for future serviceHowever, less than two-thirds reported not receiving follow up communications, a lost opportunity for dealers to provide educational tips and stay connected with their customers, post visitTips to Ensure Women Get Service at the Original DealerForty-two percent of women report that they no longer go to the service department where they purchased their vehicle. Here are some tips for dealers to ensure women come back again and again – and don’t go to another dealership’s service lane.Provide Ultimate Respect- Giving respect to women coming in for servicing is important to ensure a satisfied, returning client. Dealerships that provide respect and treat women graciously build a great rapport with them which lasts for a longtime.Key Concierge Services- The number one requested concierge item is a courtesy car. It comes across as a caring gesture to women from the dealership's end. It shows that the dealer understands the inconvenience it may cause to the customer when the vehicle is undergoing maintenance and repair.Other services like Wi-Fi/TV, café and play area for children also help delivering quality dealership experience while women wait at the service drive. By providing quality concierge services like these on the repair area premise, allow women to relax and keep their children busy.No Threatening CSI "Requests"- Careful about strong arming your clients with comments that may sound threatening regarding service CSI's. For example: "Leave all 5's or call us first before submitting the review" or "Leave all 5's (because I'm not supposed to tell you this), but I could lose my job if we don't get all perfect scores." This can feel to a customer like they are being taking advantage of and land as completely inauthentic. Instead, hand the customer the CSI email form and tell them you appreciate their honest feedback as well as their business - both make a difference.By doing so, dealers can easily add value to their services and ensure a growing customer base including an increase in returning customers and referrals because of core business values. About Women‐Drivers.com - Women-Drivers.com is the premier women’s online rating and review service, connecting female auto shoppers to Certified Women-Drivers Friendly© Car Dealers. We encourage extraordinary commercial experiences and lasting relationships between these two groups. The Company provides innovative web‐based marketing solutions that build trust and transparency, resulting in greater sales and servicing from women. Follow us on Twitter @womendrivers.See More

Timothy Martell's blog post was featured

Timothy Martell's blog post was featured

4 Digital Marketing Tasks You Need to Automate NOW

Digital marketing can be extremely tedious when you add up the time that many tasks take to complete. On top of big projects like audits, copywriting, and promotional work, smaller tasks can add stress to days otherwise occupied by fulfilling work. Finding ways to get tedious tasks done faster, such as using digital marketing tools, will save you from that stress and give you more time to concentrate on creative projects that drive results. Whether you work in-house at a business, or manage many different clients for an agency, here are four examples of digital marketing takes you can automate. Social Media Scheduling Managing a business's social media activity might not be the most time-consuming task on your to-do list, but if you're not taking advantage of scheduling tools, you might be wasting time. To improve your efficiency, use HootSuite or Buffer to avoid having to copy/paste messages that are going across multiple social networks.  These tools allow you to sync up accounts and schedule posts with one simple action. And if you want to go the extra mile, try to set time aside to schedule at least a week's worth of social media content out at a time. This way you don't have to rush to fit it into your daily routine, you can create even better content, and you're better able to concentrate on other tasks afterward. Reputation Management While online reputation management is still in its early days, businesses do need to be taking advantage of their ability to monitor and respond to online reviews, feedback, and other comments.  Online reviews are where people turn before making purchasing decisions, so it's important to take a proactive approach to managing what they find out about your business. A study from Bazaarvoice reports that shoppers who see a business's response to a negative review are 116% more likely to make a purchase. That means five minutes of your time now could make a huge difference in sales later. By using a review management service like ReviewPush, you can gather most of the major review sources into one place to make monitoring and responding a breeze. Site Reports For SEOs, reporting results can mean a lot of digging through analytics and time spent in Excel. But with the help of automated reports, which come as a part of services like Raven Tools, you can let software create those, and have them automatically emailed to any number of people. So if you meet with your boss or client each month, you can set the report to be sent to them ahead of time in order to give them a chance to look it over and familiarize themselves with recent developments. Once you set it up, you don't have to worry about it moving forward. Citation Research Successful local SEO campaigns rely a lot on citations. Finding new sources and editing outdated or incorrect listings, however, can take a lot of time if you're just doing searches for your business name, address, and phone number in hopes of uncovering everything. Instead of going at it alone, sign up for WhiteSpark's Local Citation Finder. It allows you to quickly find listings that feature the information you provide so you can discover which sites have the right information, which sites have the wrong information, and which sites you need to create a listing on. You can also do research on your competition to find out how well your citation profile is in comparison. That's also a great way to discover sites they've secured listings on that might have otherwise slipped through the cracks.  What are some of the tools you're using to automate your digital marketing tasks? Is there a certain task you're struggling with? Leave a comment below!  Written by: Mark Frost, Director of Content at WikimotiveSee More

Richard Holland's blog post was featured

Richard Holland's blog post was featured

Is Going Above & Beyond Really the Path to Customer Loyalty?

Most executives believe that providing an excellent customer experience will increase customer loyalty. Many companies are known for it and stand out as examples of how to win business and loyalty – Nordstrom, Zappos and Apple come to mind. While providing an excellent customer experience is certainly more likely to increase a loyal customer base than providing a poor one, just how this is done may well be the key. A very insightful article in the Harvard Business Review analyzed the results of a study by the Customer Contact Council of over 75,000 people. It examined the links between customer loyalty and customer service. The results were quite surprising.  According to the article: “Two critical findings emerged that should affect every company’s customer service strategy. First, delighting customers doesn’t build loyalty; reducing their effort – the work they must do to get their problem solved – does. Second, acting deliberately on this insight can help improve customer service, reduce customer service costs, and decrease customer churn.” So, if going above and beyond isn’t really a solution, what is? According to the study, to really have an impact on customer loyalty companies should stop focusing on going above and beyond, and start focusing on simply accomplishing their core services efficiently. The overall concept is that a consistent customer experience that solves a customer’s needs trumps an exceptional one in terms of impact on loyalty. “When it comes to service, companies create loyal customers primarily by helping them solve their problems quickly and easily,” the Harvard Business review article states. And, according to the article, that is accomplished by removing obstacles. In the automotive world, customers come to your dealership to get certain problems solved. They may be coming because they need a new vehicle. Perhaps they need their vehicle serviced. Or perhaps they simply need their phone paired to their vehicle’s Bluetooth system. They want their problem solved quickly. Solving those problems efficiently in a consistent manner has the greatest impact on building loyalty simply because you have met the customer’s needs. They don’t necessarily need flashing lights, confetti, red carpets or fanfare. In fact, the article says that doing this can actually be a waste of time and effort and that: “Corporate leaders must focus their service organizations on mitigating disloyalty by reducing customer effort.” Some businesses have an over-the-top perception of what providing an excellent customer service experience means. Because of this misperception, they dismiss it as something that is too difficult or too costly to implement. In essence, providing an excellent customer experience boils down to one simple thing: Solving your customer’s problems properly and efficiently. While the customer may not leave with confetti in their hair, they are more likely to return for this simple reason -- they got what they wanted: their problem was solved.See More

J.D. Rucker's blog post was featured

J.D. Rucker's blog post was featured

If You Build It, They Won't Come (unless you support it)

In the movie Field of Dreams, a ghostly voice tells Kevin Costner's Ray Kinsella character, "If you build it, he will come."The first question you'll want answered is, "What is it?" In the movie, the 'it' was a baseball field, but it was actually so much more than that. In reality, the 'it' in the movie was the dream of baseball itself from a bygone era when the game was pure and joyful.The second question you'd want answered is "Who are they?" In the movie, the question wasn't about 'they' but rather 'he.' We go through the movie (spoiler alert) thinking that 'he' is Shoeless Joe Jackson, but it isn't until the end when we realize that Jackson was the voice guiding him and 'he' was Ray's father who was broken as a man but happy when he was young and playing baseball.This isn't a post about symbolic movie analysis. Let's talk about your dealership's digital marketing. There has been a semi-true notion that 'content is king' for some time. In the world of SEO and social media, it's a fact that content is the cornerstone of success, but things have been changing. Today, building content alone is not enough to help it stand out.Many dealers (dare I say most) are building content of some sort. They're either doing it themselves or paying a vendor to do it for them. This is great and has been a much-needed element in automotive digital marketing, but it's not the end of it. With so many building content, the true key to success is supporting the content with external elements.From a search engine optimization perspective, the outside elements are links and social signals. They are the support mechanisms that give content validation in the eyes of the search engines. If you're building content on a topic and your competitors are building content on the same topic, Google and Bing must choose which to serve for their searches. Links, despite the negative press they've received here and on other forums since the rise of the Penguin algorithm update, are still the most powerful way to help your content stand out from your competitors'. The important thing to know is that high-quality contextual links from strong sources are the only types of links you want. Low-quality, spammy, or purchased links can be the kiss of death.In social, the outside force propelling great content is money. Some think it's unfortunate that sites like Facebook and Twitter have pretty much become 'pay to play' if you want exposure due to the decrease in organic reach. Twitter is doing something about it with 'while you were away', but even in a best case scenario the 140-character social network has minimal organic reach.Ads work wonders when done properly. Most companies and dealers are throwing money away in social media because they're not handling their ads appropriately. However, when you mix strong content with proper social advertising management, the result are miraculous.Building content on your dealership's website is extremely important, but don't let your marketing efforts end there. Do the things that are necessary to support the content and it can work wonders on traffic, leads, and sales.See More

Bobby's blog post was featured

Bobby's blog post was featured

THE BAD NEWS BEARS

THE BAD NEWS BEARSComing together is a beginning; keeping together is progress; working together is success! Henry Ford One coach looks for the perfect team while another works to perfect the team!_____________________________________________________________ Early in my career as a front line car salesman I experienced a period of time when I would flounder. The dealership I worked at ran with a 3rd party selling system which consisted of between 8 to 12 teams of 6 to 8 sales pro's on each team. It was a very fast paced sales environment with a tremendous amount of shuffling among the managers and sales pro's. Managers would continually cross trade sales pro's, as well the dealership would do a full sales team draft to mix things up, which would increase accountability and competition among the managers. The method of drafting sales teams is sports oriented and can be very effective in high performance sales environments. With any draft, the best players get picked first. When I say that I floundered, what I'm really telling you is that I was a bottom performer.  Upon doing a draft, most of the time the (team captains) floor managers were allowed to keep their #1 and #2 top performing sales pro's, the rest of us bottom performers would be included in the draft. As a coach, it's like keeping your best quarter back and building the rest of the team from scratch. This worked out in my favor in the long run. You see, I had been passed around at least a good dozen times and had the privilege of working under several different managers before I became a manager myself. Although I was a bottom performer, although I had been traded and passed around by many of these other managers; it was from this that I would get a first class education on different philosophies, selling techniques, and management styles. By sitting in on deals I learned how seasoned veterans would negotiate and consummate sales. Most great leaders experience stunned, shunned and passed up on. These are all great signs. STICK WITH IT There's a price to pay when it comes to learning a new craft, the dues we pay are the actions we take; the mistakes we allow ourselves to embrace and learn from. The best way to learn anything is to do it, keep doing it and before you know it you'll go from being new at it, to being great at it. Looking back, working at this dealership was nothing short of elite training grounds to learn big business acumen. Business acumen is an almost intuitive and applicable understanding of how your company makes money. If you walk enough you'll become a master at walking. Your potential is tied to your discipline. Some people call it obsession, I say it's paying attention to detail!~  Having been passed around by many managers, I would be introduced to yet another "new" manager; one of my many mentors, a man whom I'm proud to call a brother in arms, Dave Campbell. Some managers talk a big game while far and few really do what Dave did as a leader. The higher ups in management gave Dave all of us Bad News Bears, he was a brand new manager hired from the outside who had something to prove. The upper management didn't give Dave a fair shake from the get go, rather than doing a store draft to equal out the talent among the teams, they gave Dave all of the bottom performers, which included me.  The best managers I know say bring it on; give me all your bottom performers & I'll beat your best team!~Dave brought all of us Bad News Bears to a meeting room and introduced himself. He said that the upper management team had given him all of us bottom performers because he didn't think they thought he or we had what it took to succeed, that they had nothing to lose by giving him this opportunity. Dave said not only did he plan to prove them wrong, he planned to turn us bottom performers into the #1 sales team. I believe the upper management knew exactly what they were doing by giving Dave all of us bottom performers. The psychology they played on Dave by making it tough on him, worked. Dave identified the strengths and weaknesses among us bottom performers. I think success has a whole lot to do with smart work, stickwithitness and some luck. Timing couldn't have been better for me. Up to this point I had been passed around enough and failed enough to learn a lot of what not to do. Our first day of working together, Dave took full control of the team. He happened to speak several different languages as well had a lot of worldly experience due to his travels and living abroad. By noon Dave had beat the other managers and sales pro to the punch, he had consummated 3 sales and hand delivered them all to me. He outworked me, out hustled me, outsold me; he showed me what it means to get creative and take control of a bottom performing sales team. He hand fed the entire sales team to get us jump started, he was paid on our success and believe me when I tell you, he didn't wait around for us bottom performers to feed him, he showed us what it means to feed ourselves by working for the betterment of the team. Selling is very much about ones ability to relate with other people. Prejudice and passing judgement are two deadly sins to stay away from in business and life, period. Dave could talk story with most anyone who sat in front of him. Dave would make me his right hand man, he made me his turn guy. It was a matter of team structure, Dave had to make things happen with the players he had. He didn't have the luxury to hire a new team, the agreement upon him being hired was that he had to make this bottom performing sales team succeed. I'm sure you can tell by the direction of my story, it wasn't long before Dave took us Bad News Bears from being bottom performers to becoming the #1 sales team. Dave took a bottom performing front line sales pro like me under his wing; which in the end catapulted my career into management in the automotive industry, the rest is history!~  _____________________________________________________________ What kind of coach are you? Are you a bad news coach or a bad news bears coach? This is a quality question that every leader gets to look in the mirror and ask themselves. I ask myself this question all the time, it's part of my daily check up from the neck up. It usually comes down to how sensitive I am to other peoples needs, aura and energy. Hone your communication skills to the point that others can understand you with very little or no reliance on others having to make sense to you. An effective communicator has the ability to read between the lines. You see, as a leader it's your job to make simple sense to others, not for others to make sense to you. Selling should not be so limited that technique is rigid, the natural flow of serving and selling others comes easier when it's more about them and less about you. SERVE2SELLThe underdog is the favorite because they’re hungry and they’ve already seen the best of who they have to beat. Champions are the most exposed, they’ve already shown the stuff they’re made of; their core philosophy, technique and heart. No matter if you’re the underdog or the Champion being in the fight is what matters most!~The Bad News Bears were a bunch of foul mouthed, outcast kids who were overlooked, underestimated and mismanaged by failed leadership. It wasn't until they met a coach who could really make the positive difference that they finally succeeded. If your life and career depended on grooming bottom performers into top performing, genuine serving sales pro's, would you sign up to coach the Bad News Bears? I'm here to tell you that talent is not out there, it takes a hound dog of a nose to sniff talent out. Positive minded leadership starts and ends with BELIEF IN YOURSELF AND OTHERS. It's not where you start or nearly as important as to how you finish. It's how many you help along the way!~_____________________________________________________________Take ownership of failure; give credit for success. Bound to neither, open to both = GROWTHAlways Go The Extra Mile. If You Can't Run It... WALK IT!~Motivational ListenerBobby ComptonSee More
 
 
 

AMP manages the ADM Professional Community, DealerElite, the AutoCon Conference and an extensive network of auto industry media channels

Badge

Loading…

Events

Social Web Syndication Tools

ShareThis

Find more photos like this on Automotive Digital Marketing Professional Community (ADM)

Social Media Sites Ranked

Videos on ADM Professional Community

Sacred Cows


Thumbnail

Cory Mosley's weekly video series Work On Yourself Wednesday!
http://mosleyautomotive.com/blog/

Authenticity - Work On Yourself Wednesday


Thumbnail

Cory Mosley's weekly video series Work On Yourself Wednesday!
http://mosleyautomotive.com/blog/

Auto Recruiting "Taken" to Next Level AutoMax Recruiting


Thumbnail

http://www.automaxrecruitingandtraini... If it's bad new hires you want we don't have any. We do have a very particular set of skills that helps Car Dealers find the best #Autohires in the #Automotiverecruitment industry.We will find you that top talent you're looking for.…

Don't Judge a Book By It's Cover


Thumbnail

Tonality of personality is a reflection of ones mentality. Make no mistake, what one says is of equal importance as to how one says it. Most of important is "intent" behind…

Zig Ziglar - Attitude Makes All The Difference


Thumbnail

Of all necessary adjustments throughout the day "attitude" is of the most important!~

© 2015   Created by Ralph Paglia.

Badges  |  Report an Issue  |  Terms of Service