Retention and Loyalty

I saw an interesting graphic on Facebook the other day saying, What struck me was that I have seen this quote before and I have used a version of...

Over the last three months, we’ve examined the topic of retention. First, we looked at a new way to measure and increase retention using outcomes...

Have you heard the news? CSI is cancelled! No, I’m not talking about the popular forensic crime scene TV show. I’m referring to the customer...

Would you agree that customer retention is an important goal? Designed to retain customers — to keep them from drifting to other dealerships or the...

A lot has changed in the auto dealership industry in the last few decades, but one fact is still true: the service department can and should be one...

There is an age-old truth in business that it is easier to keep a client than to find a new one. I’ve often heard business owners and managers ask,...

General Motors says it costs five times as much to attract a new buyer as it does to retain current customers. The sizzle may be in winning new...

I’m certainly not a poet, as demonstrated by my effort at headline writing here…Nevertheless, the poetry of turning warranty expirations into service...

While most dealerships offer some degree of prepaid maintenance (PPM) or complimentary dealer and OEM maintenance plans, many questions how effective...

Any good car dealership knows they must think about expanding their operations outside of just car sales. You need a sufficient department that vends...

The latest NADA statistics clearly point out the continuously changing advertising-spend per dealership. Overall dealership ad expenses were down...