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AutoPoint Blog

29Dec
2014

Volvo Boldly Goes Where No One Dares Go

Posted by Manuel Soto

While most businesses analyze budgets and shift money towards digital advertising, video and branding, Volvo has taken an interesting strategy: to decrease marketing. While it isn’t planning to cease all activities, Volvo has decided that, rather than attempt to take on any rivals with bigger budgets, it will shift money towards providing a more personalized customer experience for its owners. Volvo’s plan is for a personal service technician to deliver each new Volvo in person. The technician will then be on call for the customer seven days per week, throughout the customer’s ownership. Volvo has started an extensive global training program, with the goal of making this service standard in all dealerships by 2017. ..


19Dec
2014

Video Games: Using Employee Interests To Train

Posted by Manuel Soto

Despite the many tools available and the best of intentions, many dealerships struggle with providing ongoing professional development for their staff. Whether it’s because of the volume of customers that need handling; lack of time; or worry about taking a technician or salesperson out of commission – even for a short period of time – training presents many challenges to dealership management. ..


12Dec
2014

WestJet: A No Holds Barred Customer Loyalty Strategy

Posted by Manuel Soto

Last year, WestJet pulled off an elaborate scheme whereby flight passengers met with a virtual Santa at the gate to share any Christmas wishes. Upon arrival, these passengers were beyond delighted to discover the very gifts they had just wished for circling the baggage carousel. The whole caper was filmed and edited into a story that has been viewed by over 37 million people to date. ..


05Dec
2014

Reach Out and Touch Someone

Posted by Manuel Soto

Do you remember the AT&T ad slogan “Reach Out and Touch Someone” from the early 1980s? It may have been thirty years since that slogan reached its peak in popularity, but it still has a similar meaning today. Our high-paced, digitally driven world has made it even easier to stay in touch with our friends and family. A few typed words on a smartphone, or the sharing of a photo, has replaced in-person meetings. Reaching out and touching someone through phone conversations is also much rarer. Technology has changed how we communicate. ..


29Nov
2014

Starbucks Is Playing Offense & What Dealers Can Learn From It

Posted by Manuel Soto

Starbucks recently announced plans to roll out a delivery service in some key major markets. This follows on the heels of an initiative which allows customers to place their drink orders via smartphones, so as to minimize wait times. ..


21Nov
2014

When An Apology Isn’t An Apology

Posted by Manuel Soto

Regardless of how hard you work to ensure that your customers have an excellent experience, mistakes happen. No doubt you’ve had customers complain about something – it took too long for their vehicle to be serviced, there was a miscommunication in pricing during the sale, or a general failure to deliver on promises (big or small). Whether the complaint is relayed to the frontline employee, or the customer felt the need to go directly to management, apologies are usually made. ..


14Nov
2014

Tired of Damage Complaints in Service? Here’s a Solution.

Posted by Manuel Soto

I doubt that a dealership service department exists that hasn’t had to deal with a customer claim that their vehicle was damaged while being serviced. Whether it’s a minor scratch, or something bigger, these types of claims cost dealerships money. It’s not always a customer who is trying to get a free cosmetic repair. Sometimes the customer simply did not previously notice the damage. Most dealerships have an inspection procedure in place when taking a vehicle for service. However, typically it is very basic and just involves a piece of paper on a clipboard, with a cursory walk around by the advisor. ..


07Nov
2014

What Have you Done for Me Lately?

Posted by Manuel Soto

A few years ago, car dealers across the nation were caught in the net of a struggling economy. Fewer sales compounded by budget conscious customers caused many car dealerships to restructure their corporate operations, reduce staff and tighten their wallets. Many dealership owners, along with their manufacturers, were faced with downsizing or total elimination. In the midst of the economic turmoil and uncertainty, customers were left wondering – What happens to me? Will the dealership close? Will I have to find a new dealer to service my vehicle? Will I lose my favorite dealership employees? Do they even care about me anymore, or is it every man for himself? ..


31Oct
2014

Using Data to Increase Service Revenue

Posted by Manuel Soto

One of the most valuable assets you have at your dealership is your customer database. However, frequently dealers fail to effectively use this information to help achieve more specific marketing goals. While some may use their database to send marketing messages to existing and previous customers in an effort to sell another vehicle, or perhaps remind of a future service that is due, this is a very limited use. Sadly, many dealers fail to fully leverage this literal goldmine of information. ..


24Oct
2014

There’s Always Time to Do It Right!

Posted by Manuel Soto

You don’t have to live in a bustling city to see that people are in a hurry. Compared to even ten years ago, it seems that everyone is in a rush to get something done fast and with as little inconvenience as possible. The reality is - people have less time, which means they demand more of businesses, including your dealership. ..


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