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Trending Articles

 

Learn from History; Don’t Repeat it

In 1994, I was excited to begin my new career as a car salesman. When the other four guys showed up for their first day, too, I realized the dealership was using the spaghetti hiring method: throw a handful at the wall and see what sticks. Be Honest with the Customer...
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The User-Defined Service Experience

In past years, the creation of value and the roles customers and dealership employees played in a typical service experience were very distinct and separated.  The cost of products and services was determined by the market.  The price of an oil change was based on...
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CPO Yesterday to Today: An overnight Success

James Dyson, the founder of Dyson, is considered an overnight success. He has become one of the most popular and successful vacuum manufacturers, thanks to his relentless entrepreneurial spirit. Dyson is personally worth $5 billion – a net worth he didn’t acquire...
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Crush Your Goals: A Connected Team Will Thrive

Today’s consumers rule the world—and forward-thinking businesses are up to the challenge of capturing their attention.  Empowered, educated shoppers continually push for progress and innovation, and they make no secret of the high expectations they’ve set.  If your...
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Out With the Old Experience; In With What Customers Really Want

Over the past several years, there have been several changes in the automotive industry. These changes include establishing a sales and service business development center (BDC), defining a customer experience, identifying the need for a transparent sales process,...
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Build a Brand That Stands the Test of Time

Some brands simply stand out.  You know the ones.  Whether it’s a giant red target, a sleek apple, or a bright orange swish, there are some brands you instantly recognize.  Same thing goes for cars.  Whether a brand is based on rugged durability, speed, comfort, or...
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Social @ Its Finest

About 10 years ago, social media was becoming very popular and businesses started using it as a new marketing tool. In 2009, the owner of the recording studio where I was employed at the time attended a seminar about how social media could forever change the way...
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5 Things You Can Do RIGHT NOW to Retain Your Customers

Customer retention is a big deal; in fact, it’s huge.  It costs exponentially more to find and win over new customers than it does to keep your existing customers, so it’s worth the time and effort to ensure you have a solid plan to hang on to them.  Luckily, today’s...
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Innovation in the Service Drive: The Key to Happy Customers

It’s time to take a good, long look at your service department.  These team members are much more than parts specialists and certified technicians.  They’re also customer liaisons, relationship experts, communications professionals, and product consultants.  They’re a...
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The Door to Success Is Waiting: You Just Need to Find the Key

Like many people who share this sentiment, I needed a job and saw an ad offering a monthly guarantee to sell cars. I had always been a good salesperson, so I figured I’d give it a shot. After I was hired, I was promptly given a crash course in how to work a foursquare...
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