Retention Deficit Disorder - Danny Benites - Innovative Dealer Summit 2015
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Here is the slide deck for Danny Benites' General Session on the subject of retention.
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Retention Deficit Disorder - Danny Benites - Innovative Dealer Summit 2015
- 2. Retention Deficit Disorder Danny Benites General Manager Greg Lair Buick GMC @Danny_Benites 806.433.4424 Retention Deficit Disorder (R.D.D.)
- 3. Retention Deficit Disorder Brag-O-Graphic Stats that will hopefully make you listen for a few minutes. Sales Increase since 2011 Parts & Service Increase since 2012 Sales Effective GMC 4th in the State of Texas 362% 244% 211%
- 4. Retention Deficit Disorder Net Advertising Cost Per Car Sold in 2014 Of Current Used Inventory Is less than 29 Days Old Service Retention Rate 21% over National Avg. $97 78% 94%
- 5. Retention Deficit Disorder Obligatory Retention Stats 60-70% Stuff I found on the interweb. Likelihood of selling NEW CUSTOMERS increase in retention has the same effect as decreasing costs by Likelihood of Selling REPEAT CUSTOMERS 5-20% 2% 10% Leading on the Edge of Chaos, Emmet Murphy & Mark Murphy. Marketing Metrics.
- 6. Retention Deficit Disorder 01ONE CUSTOMER MINDSET 02 LOYAL EMPLOYEES LOYAL CUSTOMERS 03PROGRAM CUSTOMERS FOR LOYALTY 04INWARD -VS- OUTWARD MARKETING Keys to an Insane Retention Culture
- 7. Retention Deficit Disorder Breaking Down the Walls ..between Sales and Service.
- 8. Retention Deficit Disorder 01 What We Say 02 How We Pay 03 The Way We Play Breaking Down the Walls ..between Sales and Service.
- 9. Retention Deficit Disorder 01ONE CUSTOMER MINDSET 02 LOYAL EMPLOYEES LOYAL CUSTOMERS 03PROGRAM CUSTOMERS FOR LOYALTY 04INWARD -VS- OUTWARD MARKETING Keys to an Insane Retention Culture
- 10. Retention Deficit Disorder Satisfied Employee Creating Ambassadors Cultivate believers. Level of employee engagement must match customer engagement. AMBASSADORAMBASSADOR Engaged CustomerEngaged Employee Satisfied Customer
- 13. Retention Deficit Disorder 01ONE CUSTOMER MINDSET 02 LOYAL EMPLOYEES LOYAL CUSTOMERS 03PROGRAM CUSTOMERS FOR LOYALTY 04INWARD -VS- OUTWARD MARKETING Keys to an Insane Retention Culture
- 14. Retention Deficit Disorder Customer Loyalty Programs Meet Cocoa. She’s loyal.
- 15. Retention Deficit Disorder Trade Reimbursement Bonuses - Fix It Right the First Time $300 Conflict Resolution Drive a Car for FREE Actually Used 8 LOYALTY Memberships 18 Customer Loyalty Programs Are your customers loyal to you or your punch card?
- 16. Retention Deficit Disorder 01ONE CUSTOMER MINDSET 02 LOYAL EMPLOYEES LOYAL CUSTOMERS 03PROGRAM CUSTOMERS FOR LOYALTY 04INWARD -VS- OUTWARD MARKETING Keys to an Insane Retention Culture
- 17. Retention Deficit Disorder Equity Mining Service BDC 1st/2nd Service Visit Bonus 50% of Ad Budget Your sitting on a friggin’ goldmine. Quit focusing only on price-conscious shoppers.
Notes de l'éditeur
- Please know, I have nothing against Customer Loyalty Programs….First things first…