The pulse of the customer: Richard Cooper

It’s time to change our model of auto retailing – really!

It’s time to change our model of auto retailing – really!

February 21, 2017 at 2:35 pm 0 comments

You can’t open any automotive blog, trade journal or website without reading something about we need to change the way we buy and sell cars. I think it’s time to stop dancing around at the edges of the status quo and start to think about some fundamental changes. There are […]

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Which technologies do consumers want most?

Which technologies do consumers want most?

December 22, 2016 at 4:30 pm 0 comments

New research yields some interesting findings about buying habits. Dealers would be wise to take heed. There is a lot of hype in the media these days about emerging automotive technology. The subject that seems to be getting most attention is autonomous or self-driving cars and there are very different […]

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Adding fuel to fire

Adding fuel to fire

October 26, 2016 at 4:56 pm 0 comments

How to have conversations with customers about fuel efficiency This statement from The Telegraph, a major U.K. newspaper, caught my attention recently: “Is there a car buyer left in the country who believes the official fuel economy numbers?” It’s a question that could apply to any developed automotive market. For […]

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Mixed signals

Mixed signals

August 4, 2016 at 2:57 pm 0 comments

We’ve been hearing a lot over the past few years about how important digital communication is in the car buying process and how critical it is for dealerships to invest in and develop digital communication, sales and marketing strategies.

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Keeping your customers happy

Keeping your customers happy

June 13, 2016 at 3:35 am 0 comments

How do you drive success at your dealership? The auto industry has a long-standing policy of incentivising dealers and staff based on customer satisfaction scores in surveys.  While there is no doubt that the customer experience at the dealership has improved in many areas, the driving force has not always […]

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Make customer data work for you

Make customer data work for you

May 4, 2016 at 12:54 am 0 comments

It always amazes me how as much as we say we’re going to change the way we measure the customer experience, things always seem to stay the same.  How much longer are we going to place all of our focus (and money) on “overall satisfaction” and “advocacy” or “recommendation?” Last […]

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A lasting impact

A lasting impact

March 8, 2016 at 9:16 pm 0 comments

LOOKING AT THE TIPPING POINTS THAT HAVE CHANGED THE AUTO INDUSTRY — AND THOSE STILL TO COME Canadian author Malcolm Gladwell published his first major book, The Tipping Point, in 2000. His book captured the attention of millions and his thinking has influenced how we interpret society unfolding. When you […]

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Please hang up and text me!

March 7, 2016 at 9:08 pm 0 comments

LOOKING AT CONSUMER TRENDS THAT WILL IMPACT RETAIL IN 2016 AND BEYOND If you look back just five years, the rate of change in the way most business is conducted has been nothing short of amazing — and it’s not going to slow down. Five years ago, SMS or text […]

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