By Courtney Evans, VP of Product, Affinitiv Most dealers have been using an owner retention program (ORP) for years. Sometimes referred to as a service connection program or trigger-based communications, the goal is to stay in touch with sold custome

Salespeople often throw out some vehicle features, hoping one will pique the interest of the consumer. In this Witt’s Wise Words, Bill Wittenmyer makes the distinction between selling and telling.

By Charlie Polston, Automotive Customer Retention & Profitability Consultant, BG Products, Inc. Customers in your service department say that value is their top priority. Does that mean you’re charging too much; that you need to lower your pric

By Richard F. Libin, President, Automotive Profit Builders “The pen is mightier than the sword.”  This adage, coined by English author Edward Bulwer-Lytton in 1839, which indicates that communication is an extremely effective tool, has never

By Bill Playford, VP & Partner, DealerKnows Consulting When we hear an example of customer experience, it’s usually followed by an example of some international juggernaut of business. Apple, Disney, Nordstrom, and Ritz Carlton are almost all u

By Christine Plunkett, National Sales Director, Frikin Tech The automotive industry has plummeted to an all-time low closing rate on internet leads, an abysmal five percent average across all dealers in the U.S. We are only engaging 20 to 30 percent

By Cory Wright, Director of Training, CallRevu Today’s customers expect and demand a fantastic experience. From initial research to the showroom visit, delivering a great experience at every touchpoint will give you a distinct advantage over yo

By Nils Wollny, CEO & Co-Founder, Holoride In-vehicle entertainment is bringing a brand new, lucrative experience to cars and their passengers. For years, they have been sticking to the status quo and prioritizing the driver’s needs, but the dr

This week's #HardFacts is live from Google HQ in #NYC. Samantha chats with Google team members about what it means to be a #Google Partner. She also gives some strategies