NUTURE THEM
RETAIN FOR LIFE!
Winning the Customer for Life
It’s more cost effective to do business with past customers than to chase new customers.
Strategy
• EMAIL SALES & SPECIALS
• ON-SITE RENTAL & SHUTTLE SERVICE
• FAST LANE
• CHECK SERVICE & BODY SHOP PROGRESS ONLINE
• CAMPUS-TYPE ATMOSPHERE
• SEPARATE CUSTOMER RETENTION C
Service Selection
Convenience
ONE OF THE MAJOR FACTORS
Mass Media
NEWSPAPERS NETWORK TV CABLE
INTERNET
Internet
Convenience for busy lives!
Convenience
It’s easy to do business with us…
SHOPPING
• CLEARLY POST OUR PRICES ON VEHICLES AND ACCESSORIES
• ENTIRE INVENTORY ON OUR WEBSITE
• FREELY PROVIDE PRICES VIA PHONE & EMAIL REQUESTS
How many customers did we lose last year?
Is Customer Loyalty Dead?
It’s tougher than ever!
Work on it before your competitors do!
Get the Customers Today!
THE NEW TREND IN AUTOMOTIVE MARKETING
• Proliferation of Vehicle Models
• Growing Consumer Awareness
• Expanding Media
January 18, 2006
IT’S A GAME OF ONE-ON-ONE.
SALES
• APPRAISALS FIRST • ELIMINATED THE
BACK & FORTH • ONE PERSON
HANDLES THE TRANSACTION • OFFER THE MOST CONVENIENT HOURS IN TOWN
CUSTOMER SERVICE
FEEDBACK
• KEEP EVOLVING & CHANGING
• TO GAIN EVEN MORE LOYALTY
IT’S A GAME OF ONE-ON-ONE.
January 18, 2006
Manage customers individually…not products and programs.
Sell a New Vehicle
Sell Service and Parts.
Sell a Used Vehicle
CONVENIENCE
OUR ADVANTAGE!
PRICE
PRODUCT
Traditionally…
70% 80%
10% 10%
Sell the customer today!
Referred Customers
Returning Customers
Tomorrow is just as important…
Today
Tomorrow
Beyond
NEW CUSTOMER