 |
| |
Industry News in the Last 24 |
| |
February 23, 2010 |
| |
 Toyota Heads to Capitol Hill with Team of Lobbyists, History of Political Giving
Toyota does what other automakers do, make its voice known through PACs on Capitol Hill. They'll need all the help they can get this week. As panel subpoenas Toyota, big question remains: Is Akio Toyoda up to the job of defending his company's actions before a sector of the U.S. Congress?
Washington Post, February 22, 2010
|
|
| |
 NHTSA on the Hot Seat: What is Standard Operating Procedure?
The NHTSA will also be questioned in coming weeks on Capitol Hill. Documents show Chevy Cobalt steering complaints outnumber Corolla 1,157 to 84 2005-2010, appear to be far more serious and only now being addressed. Senate hearing set for March 2.
Edmunds Auto Observer, February 22, 2010
|
|
| |
 Consumers Pick Their Favorite Vehicles and Exhibit at the Chicago Auto Show
Visitors to the Chicago Auto Show had a chance to voice their opinions. Best new production vehicle: Ford Focus; Best concept vehicle: Cadillac XTS Platinum; Best green vehicle: Chevy Volt. Ford Shelby GT500 most desired by voters.
PRnewswire.com, February 21, 2010
|
|
Sponsored by:
|
|
| |
WHAT'S SIGNIFICANT THIS WEEK IN THE NEWS |
| |
Ford Credit Highlights Income Turnaround
Officials from Ford Credit say one reason why the company showed almost a $3 billion turnaround in revenue is reduced operating costs. Also noted were lower depreciation expenses on leased vehicles and lower provision for credit losses.
|
|
| |
Toyota Prius Recall Does Not Affect HEV Prospects
Iconic hybrid electric vehicle Toyota Prius is now part of the Toyota recall crisis, which should affect short-term prospects for hybrid and electric vehicle sales. Consulting firm PRTM says the Prius recall is only a short-term bump on the road.
|
|
| |
Frost & Sullivan Product Report: Brakes
Research from Frost & Sullivan says private-label brands such as NAPA make up the majority of sales in brake parts and should increase their market share to an estimated 66% by 2015.
|
|
Sponsored by:
Sponsored by:
Sponsored by:
Sponsored by:
|
|
 |
 |
|
 Top Four Service Pain Points and How to Fix Them
Research shows negative perceptions of the repair experience by consumers contributes to an estimated $64 billion in maintenance work that goes unperformed each year. Boost your bottom line by knowing the most common consumer complaints. Turn these doubters into raving fans and increase your profits in the months to come.
Pain Point 1: Cost of Repairs
Regardless of how forthright you are in regard to the amount of time and labor a repair job will take, some customers still feel like they’re being taken.
Solution: Ensure you keep the customer informed throughout the process. If something changes in regard to the estimated repair price, let them know immediately and, if possible, show them the additional damage through pictures of the problem area. Feeling more in control will level the playing field for your customer and help gain their trust.
Pain Point 2: Unnecessary Repairs
Because customers aren’t able to get under the lift with you and see the damage, it’s easy for them to assume the repair is unnecessary.
Solution: Increase the trust factor by taking a picture of the vehicle part that is damaged or in need of repair and show it to the customer. Even better, help inform them of the service needed with videos or tutorials on what is being done to their car. It’s hard for a customer to turn down a brake pad replacement when the rusted pads are staring them in the face.
Pain Point 3: Service Quality
If a consumer feels insecure due to a lack of information, they will more than likely rate the service experience low.
Solution: Give more information to the consumer. Enable them to check up on their repair, email service advisors, view straightforward explanations of repair jobs and even approve the final bill online. Consumers trust what they understand.
Pain Point 4: Time of Repair
This pain point is again a reflection of the consumer not feeling in control of the process.
Solution: Give customers an eye on the process with a service website or dashboard that allows them to track progress of the repair and notifies them when they can pick up the vehicle.
Jon Altman is President of Clear Mechanic, and can be reached at jonathan.altman@clearmechanic.com.
|
|
 Marketing Strategy for Successful Service Operations in 2010
Dynamic shifts in the automotive service industry today impact consumer choices as well as dealer options. As we see fewer new vehicles being purchased and consumers hanging onto their vehicles for longer periods of time, the impact on both the service department and dealer fixed ops in general will ultimately affect dealership marketing channels. Consumers want more for their dollar. Will they find it in the dealership or will they seek out independent service shops? Click here or click on the image for an in-depth White Paper produced by DriverSide.com in partnership with R.L. Polk & Co.
|
|
|
|
|
 I Found My Plug -- In San Francisco
If electric cars have any future in the United States, San Francisco will probably be the city where they arrive first. For one thing, San Francisco is revamping its building code so that new structures must be wired for car chargers. Auto manufacturers may be hot on the trail of building EVs -- the Chevy Volt, Nissan Leaf and Tesla Roadster -- but motorists won't get very far without readily-available charging stations. You'll want to read more about charging station infrastructure. Then click here or click on the image to learn more about what San Fran is doing to get ready!
|
|
 |
|
|
 Bring Service Revenue Into Your Dealership
Bryon Epro, Vice President of Automotive Services Group at IMN Loyalty Driver, says the easiest and least expensive way to bring in service revenue is through your e-newsletter. Build season-after-season of consistent customer relations by keeping in tune with your customer's needs winter, spring, summer and fall. Grab their attention with pertinent information, timely coupons and gentle reminders to keep your service bays profitably occupied all year long! Just click here (Page 14) or click on the image to hear what Bryon has to say.
|
|
 |
|
|
 Enhanced Inventory Management Solutions for Dealers
CDMdata, Inc. and DealerTrack, Inc., through a new product integration deal, is now offering an integrated version of CDMdata’s AutoOffice Internet marketing solution directly to DealerTrack AAX customers. New tools drive efficiency and quicken inventory turnover to provide dealers with the ability to more profitably manage the vehicle lifecycle from trade-in appraisal, pricing, and marketing all the way to making the sale,
“The rules of online vehicle marketing are evolving, and as a result, the technology dealerships use must change to keep pace,” said Raj Sundaram, senior vice president, solution and services group at DealerTrack.
More information available at DealerTrack AAX and CDMdata AutoOffice.
|
|
 |
|
|
 A Story of Two Seemingly Similar Companies
By Todd Smith
The first 'chat' company is run by good people who have a decent product at a reasonable price. Their focus is dealerships that are looking to get online and chatting for a low price. The chatters are not automotive-specific nor do they have much training but they can ask for a name, email address and phone number just as any call center is capable of doing so on the surface it all looks good to you. But is it really? Are your shoppers getting the experience they want? Or are your chat reps just frustrating people by just being information gatherers? Is your brand and image portrayed the way you want it to be?
The second 'chat' company and reps are dedicated to the automotive industry with years of retail experience. They cost more but each rep is handpicked, then trained and continually retrained on how best to engage a shopper, move them through an online sales process and deliver a great first impression to your shoppers every time. They attend weekly training classes where chat conversations are deconstructed and reconstructed, focusing on how to improve. They take the time with your shoppers to understand their needs, build rapport, and create value in the relationship that you can carry forward when you get the shopper on the phone after the chat conversation. They deliver the “WOW” factor, helping your dealership stand out among the competition. They work as an extension of your existing Internet department.
Further, does the company own its software or do they license it from another company? How well will it integrate with the current systems you already have at your dealership? A little more investment of time and resources upfront will help you overcome bad consumer experiences and lost opportunities later.
Todd Smith, co-founder of ActivEngage, can be reached at todd@activEngage.com or follow Todd on twitter.
|
|
 |
|
|
CarLocate.com Launches Discussion Forum
CarLocate.com (part of Reynolds & Reynolds) adds an automotive forum or message board to its new and used car search website to provide consumers with one more helpful source when shopping for a car. Connects site members so they can learn from each other. Forum topics cover all aspects of new and used car buying, as well as areas of interest for car enthusiasts. Register for a free account or visit www.carlocate.com.
|
Quorum is No. 2 DMS Provider for Canadian GM Dealerships
Quorum Information Technologies Inc., focused on developing, marketing, implementing and supporting its XSELLERATOR™ product, is now the 2nd largest provider of DMS systems to GM dealerships in Canada. Unique software automates, integrates and streamlines every process across departments. More info at QuorumDMS.com.
|
Online Retailer Platform Enhancements from Dealer.com
Dealer.com, global leader of online marketing solutions for auto dealers, upgrades and unifies its platforms to enhance video-rich websites for seamless integration and management of all initiatives. TotalControl DOMINATOR™ now allows dealers to compare pay per click (PPC) campaign results across all major search engines in a single location. Visit www.dealer.com.
|
|
|
