The Costco Effect and Customer Loyalty
Costco has certainly built a loyal following over the years, even though it literally charges consumers for the…
News June 19Latest in: Leadership
Why Most Accountability Efforts Fall Short
Accountability—one of the most valuable, yet often misunderstood and misused, concepts in the car business. The goal of…
News June 12
Are Your Customers Worth $50?
In every company, at some point in time, customer service mistakes happen. And, they are often magnified by…
News June 12
Profitability – Leadership’s Role in Delivering Results
Many dealership profits are being challenged by compressed margins, growing expenses, flat sales and greater competition. These challenges…
News June 12
Navigating the Dark Universe of Big Data
It started back in the Woodstock Era1 – small like the Big Bang. And like the Big Bang,…
News June 9
You CAN Argue with Success
In an episode of my podcast, The Game Changer Life, I talked about workplace “undertakers.” These team members…
News June 1
How to Avoid Sales End-of-the-Month Catch Up
If you're in dealership management you're probably familiar with the routine. No matter how great your intentions are…
News May 18
What is Brand Loyalty, Really?
The automotive industry is extremely competitive – not just locally, but also at the manufacturer level. Manufacturers spend…
News May 17
5 Things That Make a Great Customer Experience
Customer experience is increasingly important in business. Retail shops now compete for customer wallets with behemoths such as…
News May 17
This Overlooked Tool is Guaranteed to Improve Your Customers’ Experience
If you're like most dealers when I say the term 'collaboration tool,' you may have no idea what…
News May 17
