CRITICAL PROFIT-DRIVEN CUSTOMER RETENTION STRATEGIES

Transcription

1 CRITICAL PROFIT-DRIVEN CUSTOMER RETENTION STRATEGIES

2 Bill Wittenmyer, Partner A partner of ELEAD1ONE, the leading dealership software provider in today s automotive market. Bill has over 20 years experience in the automotive space and currently manages multiple divisions within the organization, including sales, marketing, OEM relationships and large-client accounts. Highly regarded as a dynamic and motivational speaker, as well as an industry leader with nontraditional views, Wittenmyer speaks at several prominent automotive forums each year and contributes to top news publications and television business shows that reach industry business leaders across the U.S.

3 Survey After the Show Request your copy! After the presentation, please fill out our survey for a chance to win an ipad! Visit

4 That s a lot of coin.. Acquisition Cost Retention Cost Current Customer New Customer 5% increase in customer retention will increase profits 25% to 95%

5 Smarter Communications Strategy 100% Automated Campaigns Pre-determined and Customizable Campaign Triggers Defector Prevention, Retention, Recovery, Follow Up and Reminder Campaigns Sales and Service Website Live Chat Mobile Advertising Marketing Mobile Applications Inbound/Outbound Phone Activities SMS Text Messaging Long-term Follow Up

6 Missed Phone Opportunities 90% Inbound Service Call Summary 80% Period: 3/8/2015 thru 3/14/ % 70% 60% 50% 40% 30% 20% 10% 0% Incoming Calls for Service Call Dispositions Dealer Name Call Date Calls Wrong Numbers Sales Xfer Service Xfer Other Xfer Misc Hot Appts Appt% ABD Dealership % ABD Dealership % ABD Dealership % ABD Dealership % ABD Dealership % Grand Total: % Do Not Reach Destination Does Not Reach Sales or Service Connected Calls with No Contact Info

7 Immediate Results 4.8 Attempts to Connect 84% Contact Rate with 2 Numbers 95% Survey Completion 60% Sales Leads Result in Appt When Asked

8 Insight-driven Engagement

9 Competitive Engagement You Need A fully functional standalone service website for your largest profitcenter Google Search: National Brand Competition Market All Fixed-Ops Services Need Dozens of Pages of Relevant Content Responsive in Design, Servicebased Calls to Action and lead forms, Easy Online Service Scheduler, Printable Automated Incentives/ Coupons

10 More Leads Vehicle details and pricing comparisons Customized OEM Branded CRM/Web Integration NEW Optimal viewing experience across all devices ENHANCED Sales and Service Interaction Supported By 50 Languages

11 Interactive Chat Live Chat Summary Name January 1 - February 28, 2015 Accepted Total Accepted APT Total Conversion Service Sessions Accepted Leads Appts Sales Total Gross ROs % lead % Lead % % Revenue Ratio All Departments $90, $54, vbdc Managed, Excluding No 100% 69% 69% 22% 92% responses Sales $90, $9, Service $- 109 $45, Dealer Managed, Excluding 99% 35% 35% 5% 40% No Parts responses $- 1 $37.19

12 IMPROVED Sale-based advertising and service-driven updates NEW Loyalty points for dealership-driven incentives EXPANDED Real-time customer history and vehicle information ENHANCED Leverage inventory incentives and rebates

13 Transparency Sells

14 Turn Data Into New Business Opportunity Send the Right Message to the Right Person at the Right Time Leverages Customer Value Improve Customer Experience, Retention and Loyalty Accelerates Buying Cycle Improve Brand Loyalty

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16 Survey After the Show Request your copy! After the presentation, please fill out our survey for a chance to win an ipad! Visit

17 Bill Wittenmyer M: D: