I recently received the question, “Does your channel protect the brand?” A friend’s elderly mother purchased a new car. She opened the owner’s manual to figure out how to set her favorite radio stations when she got home. Can you
Every three months comes that reminder of having to take your vehicle in to have the oil changed. For us, it’s not really a hassle, because we know it will be a good experience. We’ve been going there for over
A couple of months ago, I had to fix a leaking shower in the basement. I had been putting it off, but the stream of water was getting pretty serious. After shutting off the water coming into the house, I
A recent Consumer Reports survey found that 64% of customers walked out of a store in the past year due to poor service. An American Express Global Customer Service Barometer survey reported that 70% of consumers said they’d spend 13% more
I often hear from clients that they don’t understand why their network isn’t taking advantage of the dealer extranet and training courses on a regular basis. After the initial launch or update of the dealer site and training courses, let’s
My wife and I bought our car from Rick Kruger at Don Ayres Honda in Fort Wayne over four years ago. Since then, we’ve frequently received contacts from the dealership. Letters and emails, reminders to keep up with maintenance, ways
I’m a people-person, and as such, I spend quite a bit of time being a social butterfly. To get my fix, I attend several business and social functions each month. Inevitably, the first question people ask when I tell them
Our team is constantly observing and interacting with dealers, both as consumers and in our individual roles at Kinetic. Sometimes the experience is positive, sometimes it could use improvement and sometimes it’s absolutely horrid. We created this blog to share
