Author Archives: Shannon Jennings

Affinitiv update: COVID-19

Our commitment during COVID-19. Everyone is processing an influx of information on the coronavirus—and it’s a lot. We want to take a moment to let you know that we are taking COVID-19 seriously, while also doing what we can to help you maintain your business. Our priority is the health and safety of our teams, […]

Are your on-hold messages really getting through?

Regardless of why a customer is calling, it’s important to remember that what they’re really in the market for is an outstanding customer experience. If they feel valued and respected during every interaction with your dealership––including while on hold––they will be far more likely to reward you with their business.

Why customer experience is the new competitive edge

In today’s saturated market it’s more difficult than ever to stand apart. That’s why, beyond vehicle sales or service, you should be selling unparalleled customer experience (CX). Gain a key differentiator over your competition with a few CX basics. Here’s a quick look at what nailing it looks like––and what to avoid.

Is your website driving your best leads away?

Looking at your website through the eyes of prospective customers can be a real eye-opener. Instead of thinking of your website primarily as a tool for selling, turn it into an indispensable research resource for your customers.

Rides on demand: how vehicle subscription services could grow your profitability

Over the past few years, subscription services of all types have become increasingly popular with today’s consumers. Big names like Netflix and Amazon leverage them to offer optimized, often instantaneous access to their goods. Now, it’s the auto industry’s turn, with the rising popularity of vehicle subscriptions.

Take control of your customer experience by breaking down your data silos

Any sales or service professional knows the importance of a flawless first impression. Eliminating data silos in favor of a smart, integrated approach can upgrade that first interaction from “Hi, how can I help you today?” to “Hi, Bill, let’s test drive that F-150 Platinum you’re interested in” or “Hi, Diane, do you want to book your next service appointment at your usual time on Monday morning?”

The surprising effect charity work has on your bottom line

Community involvement has always shown a strong correlation with successful businesses. A study published in Strategic Management Journal found that philanthropy was associated with increased sales growth.

Why do customers skip their service appointments?

While it’s nice to have room in your shop’s schedule to handle walk-ins and other unexpected work, a service lane no-show isn’t the ideal way to get that extra time. Rather, no-shows throw everyone off and can take quite a toll on both your shop’s workflow and your bottom line.

Service marketing: to reach younger drivers, go beyond recommendations

Though every vehicle today comes with a recommended maintenance schedule from the manufacturer, many consumers don’t follow them. What’s worse, some may not even know they exist!

Do you know your customers’ “service share of visits”? Here’s why you should

n the automotive industry, the ability to earn a greater share of a customer’s spend is the key to driving higher customer lifetime value. To that end, many dealers utilize flawed retention strategies designed to achieve a minimum number of service visits rather than maximize the revenue potential from every customer.