0
October 13th-15th, 2013	

The Bellagio Hotel, Las Vegas	


Email to Showroom:
Getting More Out Of Your
Customers
Gary May
...
Where Are We?
Automotive Internet is 19 years old (1995 – ABTL/Edmunds/Ford)
AutoTrader/Cars.com launched in 1997
“Smart” ...
It Starts With Communication
Customer-centric
•  Engagement
•  Recognition
•  Expectations
•  Value, Advantage, Benefit
• ...
Hurry Up And Wait
Consumers expect more:
•  Listening
•  Answers
•  Honesty
•  Assistance
•  Support
Your dealership must:...
Critical Points
• 
• 
• 
• 
• 
• 
• 

Management-down philosophy
Buy-in, education, reinforcement for all staff
Consistent...
Where Do We Go From Here?
Website/Mobile – Chat – Phone – Search - Reviews
Greeting – Expectations – Next Steps
Welcome – ...
October 13th-15th, 2013	

The Bellagio Hotel, Las Vegas	


Thank You!	

Gary May
Founder & President – IM@CS
@imacsweb
blo...
DrivingSales Executive Summit 2013 "Email to Showroom: How To Get More From Your Customers"
DrivingSales Executive Summit 2013 "Email to Showroom: How To Get More From Your Customers"
Upcoming SlideShare
Loading in...5
×

DrivingSales Executive Summit 2013 "Email to Showroom: How To Get More From Your Customers"

99

Published on

Published in: Automotive, Business, Technology
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
99
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
3
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Transcript of "DrivingSales Executive Summit 2013 "Email to Showroom: How To Get More From Your Customers""

  1. 1. October 13th-15th, 2013 The Bellagio Hotel, Las Vegas Email to Showroom: Getting More Out Of Your Customers Gary May Founder & President – IM@CS
  2. 2. Where Are We? Automotive Internet is 19 years old (1995 – ABTL/Edmunds/Ford) AutoTrader/Cars.com launched in 1997 “Smart” mobile has gone from roots in 2002 exploding in 2007 Near-complete transparency on vehicle pricing since 1999 Social media became mainstream around 2007 Broadband passed dial-up access in 2004 (2010 was 90%) Online review became relevant around 2007 34 hours of TV are watched per week (Sep 2013) 13 hours of Internet are used per week (Sep 2013) 3+ hours of social network use per day (average user - 2013)
  3. 3. It Starts With Communication Customer-centric •  Engagement •  Recognition •  Expectations •  Value, Advantage, Benefit •  Commitment Internal •  Process •  Documentation •  Improvement
  4. 4. Hurry Up And Wait Consumers expect more: •  Listening •  Answers •  Honesty •  Assistance •  Support Your dealership must: •  Use CRM comprehensively •  Require a follow up process •  Audit and review
  5. 5. Critical Points •  •  •  •  •  •  •  Management-down philosophy Buy-in, education, reinforcement for all staff Consistent message, brand and experience throughout Complete immersion: Facility-Marketing-Follow Up Experience 3T Investment: Technology, Training, Touchpoint Franchise, community and value integration Process: no-fail execution at all times
  6. 6. Where Do We Go From Here? Website/Mobile – Chat – Phone – Search - Reviews Greeting – Expectations – Next Steps Welcome – Confirmation – Introduction Visit – Source – Walk – Drive – Pencil - Delivery Follow Up – Service – Referrals - Loyalty
  7. 7. October 13th-15th, 2013 The Bellagio Hotel, Las Vegas Thank You! Gary May Founder & President – IM@CS @imacsweb blog.imacsweb.com Please take a moment to rate my presentation at dses.com/survey
  1. A particular slide catching your eye?

    Clipping is a handy way to collect important slides you want to go back to later.

×