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AutoPoint Blog

12Jul
2013

Apple’s Customer Loyalty Strategy and How You Can Adopt It

Posted by Manuel Soto

I came across an interesting article in Forbes the other day that examined why Apple has such loyal customers and how they plan to increase that loyalty. The article discussed how some of Apple’s products are inferior technology-wise to their competitors yet they even have higher customer satisfaction levels in Korea than Korea’s own tech giant, Samsung. ..


05Jul
2013

Sometimes Listening Means Being Able to Laugh At Yourself

Posted by Manuel Soto

Tales are told almost everyday of some traveler or another experiencing a travel nightmare. Everyone that travels has an airline that they love to hate. I don’t know that it would be possible for all airlines to make each unhappy passenger happy, even if they tried. ..


29Jun
2013

The Transformation of Customer Service

Posted by Manuel Soto

Our philosophy at MPi centers on using technology to increase efficiency and generate more revenue for the dealership, while ensuring a better customer experience and an increase in customer retention. However, sometimes it’s the small things that contribute to this effort. ..


26Jun
2013

Disney Rules That Can Make Your Service Magical

Posted by Manuel Soto

Disney is beloved the world over and is recognized as a premiere family destination place. Whether you’re talking about the parks in Orlando, or California, people pay premium prices to be able to enjoy a little of the magic. But what makes Disney any different than the other amusement parks in the world? Many would say it’s Disney’s philosophy and training. ..


14Jun
2013

How Big Data Can Transform Your Customer Service Experience

Posted by Manuel Soto

An acquaintance of mine shared an experience with me that got me thinking. He traveled frequently and was a member of a particular hotel chain’s loyalty program. One particular stay at one of the chain’s locations was, in his opinion, beneath the quality that he had come to expect from the chain. There were multiple issues with the room – some involving cleanliness and even security. He had just driven 10 hours that day so he kept his mouth shut, ate and went to sleep. The next morning, after checkout, he decided to tweet about this experience in an effort to vent a little. He didn’t run around the Internet leaving negative reviews, just sent a single tweet. As he continued his drive towards his next destination, about an hour after that tweet was sent, he got a phone call. When he answered the phone, he was surprised to hear that the caller was the manager of the hotel he had stayed at the night before and tweeted about. Curious, he asked how they had managed to track him down. The manager explained that the corporate office saw the tweet, identified him, contacted the hotel and spoke to the manager. She then apologized for the sub-par experience he had and explained that she had reversed all charges for the room. ..


08Jun
2013

The Technology Invasion… Are You Ready?

Posted by Manuel Soto

Dealerships are typically slow to embrace technology. In some cases, it’s for budgetary reasons and for others it’s out of a lack of a sense of need. A recent article in WardsAuto.com reinforced the need for dealerships to streamline their processes. The article explains how as car manufacturing improves and service intervals grow, the only way for a dealership to increase or maintain its current service revenue is through the ability to service more vehicles. ..


31May
2013

The Zappos Approach to Customer Service

Posted by Manuel Soto

What is your biggest asset?  Is it your impressive floor plan, the lineup of new inventory you have on your lot or is it your employees, customers and service that matter most?  In an industry where a significant amount of emphasis is still placed on units sold, I challenge you to rethink your approach to business.  Customer service and brand management are your biggest assets and it is imperative that you dedicate attention there in order to be recognized as a great place to do business. ..


24May
2013

Creating Customer Loyalty through Consistency

Posted by Manuel Soto

Hotel chains across the country have long had problems with customer loyalty due to an  inconsistent customer experience. In researching the problem it was found that the prime reason for the disparity in customer experience was due to the growth of each major brand. Hotel chains were acquiring new properties and, in many cases, simply slapping their corporate branding on the building to attract customers. ..


17May
2013

Is Your Service Department Your Red-Headed Stepchild?

Posted by Manuel Soto

There was a fascinating article in Automotive News which discussed a new trend that many dealers are adopting: placing their service departments at the front of their dealerships. ..


26Apr
2013

Dude, Where’s My Car?

Posted by Manuel Soto

Customer: “Is my car ready?”
Advisor: “Let me check…. I’m not showing that its ready yet, ma’am.”
Customer: “Do you know when it will be?”
Advisor: “I’ll have to check with the technicians. We’ll be sure to call you when it is, however. It should be done by the end of the day.” ..


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