FOR IMMEDIATE RELEASE

For Further Information Contact:

Paul Long / 952-224-8001                              Jon Miles/ 423-586-1441

Paul@remembergroup.com                          Jon@Rustywallaceautogroup.com

Rusty Wallace Auto Group Selects re:member group to Implement Customer Loyalty Program

MINNEAPOLIS (April 12, 2012) – To better serve customers in their service department, Morristown, Tennessee-based Rusty Wallace Auto Group turned to re:member group to create a customized points program for their GMC/Buick/Cadillac/KIA stores, geared to reward customers for servicing their vehicles at the mentioned dealerships.

“Rusty Wallace Cadillac GMC Kia cares about its customers’ experience and building customer loyalty,” said Paul Long, re:member group Vice President of Business Development. “re:member group’s loyalty marketing platform will help Rusty Wallace Cadillac GMC Kia increase customer retention. Customer-facing employees will now have additional tools to build relationships and increase customer loyalty to the auto group.”

Rusty’s Bonus Rewards will feature a variety of benefits and ways to earn points.  Members will be able to earn points towards the purchase of a Rusty Wallace vehicle through services they use regularly, such as service and body shop work done at Rusty Wallace, as well as by shopping online at Rusty’s Bonus Rewards Mall.

“We at Rusty Wallace Cadillac GMC Kia believe in rewarding our loyal customers for their continued business,” said Fred Coyle, Dealer Principal of Rusty Wallace GMC Kia. “It is with this in mind that we proudly offer our exclusive ‘Rusty’s Bonus Rewards’ Program. It’s simply one more way for us to say ‘thank you’ to our valued customers.”

About Rusty Wallace Auto Group

The Rusty Wallace Automotive Group represents four different makes of new vehicles. Rusty Wallace Auto Group’s Cadillac, Buick GMC, and Kia dealerships are located in Morristown, TN, and named after NASCAR racing legend Rusty Wallace. The dealerships and their staff emulate the class, performance, and consistency in which Rusty illustrated throughout his tremendous racing career.

About re:member group

re:member group (www.remembergroup.com) powers the platform for some of the best loyalty programs for small- to mid-sized organizations.  re:member group’s BEDROCK®, ASPIRE®, APEX® and ROVER® Solutions have assisted companies to differentiate their brand and increase revenue since 2003.  re:member group is a privately owned company. For more information, call 866-414-CLUB, email sales@remembergroup.com visit www.remembergroup.com or follow on facebook at http://www.facebook.com/remembergroup and on twitter at @remembergroup.

###

Service Scheduler and Automated Customer Follow-up solutions are among the new innovative products launched in a pilot program to the VinSolutions’ Dealer Advisory Board

 Overland Park, KS – April 12, 2012- VinSolutions, an industry-leading developer of Internet-based Customer Relations Management (CRM) and Internet Lead Management (ILM) software, has today released two highly anticipated product integrations to their full suite of automotive solutions; Auto Process and an Automated Service CRM that includes an easy-to-use service department setup wizard with an automated service scheduler.

With VinSolutions’ Auto Process, the task of making sure customer follow-up mailings are processed and delivered is   automated with full flexibility and integration with the CRM. 

Top features include:

-        Processes supported include birthdays, sold delivered vehicles, end of financing and lease term, showroom visits and service visits. 

-        4x6 postcards, 6x9 postcards and 8.5x11 letter size mailers are supported.

-        Text, content, coupon options and time spans are customizable.

The Service CRM enables dealerships and manufacturers the ability to increase their automotive service revenue and increase customer loyalty and satisfaction through an innovative solution delivered on a single fully-integrated VinSolutions platform.  Automated Service CRM and Auto Service Scheduler are standalone operations supporting service appointments with DMS integration for ADP (3PA), Reynolds and DealerTrack. 

Features include, but are not limited to:

-        Website integration allows for service appointment scheduling directly from the dealer site into the standalone scheduler or supported DMS.

-        Modern user interface with drag and drop menu items and appointments and click and hover action.

-        No limit to the number of teams and calendars supported.

-        Quick and easy customer and vehicle lookup history.

-        Easy navigation views by day, week and month with the ability to create, edit, update and cancel service appointments.

-        Call, email, text, add notes, and perform RO history lookup from the main calendar view.

-        Easily view drop-off, loaner, rental, shuttle and waiting lists.

-        Basic Loaner Management.

-        Print and export appointment data from scheduler.

-        A multitude of appointment statuses and progress tracking from appointment to RO.

-        Detail, summary and enterprise appointment reports by user, source and status.

-        Automatic appointment reminders, sold customer alerts and customer in equity notices.

“We are excited to launch Service CRM and Auto Process as the first to market inclusion in a fully-integrated suite of solutions,” said Tom Walls, Chief Technology Officer at VinSolutions. “They are powerful tools designed to increase customer retention and loyalty more efficiently in a user-friendly and single-solution platform, now making fixed operations a part of the 360 degree customer insights database.”

About VinSolutions (www.vinsolutions.com)

VinSolutions, headquartered in Overland Park, KS, consolidates data from all areas of an automotive dealership helping dealers to find, sell and keep customers more profitably with their fully-integrated “Dealership Marketing System.” VinSolutions’ all-in-one internal management and external sales and service marketing solution platform includes  search marketing, online advertising, social media marketing tools, mobile marketing, websites, ILM (Internet Lead Management),CRM (Customer Relationship Management), sales force automation, desking, appraisal, finance, used vehicle marketing and market pricing, inventory management and distribution, window stickers, automated video tours, loyalty management andtargeted marketing with email, text, direct mail and telemarketing services. This cloud-based system is available for large dealer groups and individual dealerships from anywhere an Internet connection is available and can be viewed from any smartphone including BlackBerry, Google DROID and iPhone.  VinSolutions’ Dealership Marketing System is installed by their implementation experts and supported by best practice retail strategy consultation, process training and customer care.

VinSolutions was named on the Inc. 500|5000 in 2010 and 2011 and has received many industry accolades including the Automotive Website Award for Best Integrated Website Platform and the Driving Sales Innovation Cup for VinLens™. VinSolutions is certified by GM, Ford, Chrysler, Honda, Hyundai, Acura, Mazda, Toyota, Subaru, Volkswagen, Audi, Volvo, Kia, Mitsubishi, Infiniti, Jaguar Land Rover North America, Mercedes-Benz USA and Nissan and is ADP, DealerBuilt, DealerTrack and Reynolds & Reynolds DMS certified. Other alliances include, but are not limited to, Kelley Blue Book, Black Book, Galves, NADA, CARFAX, R.L. Polk, AIS Rebates, KnowMe, AutoSoft, Arkona, Autodata and RouteOne. Founded in 2006, VinSolutions became a subsidiary of AutoTrader.com in 2011.

##

VinSolutions Media Contact:  Gina Reuscher (gina.reuscher@vinsolutions.com), (800) 980-7488

http://bit.ly/PRServiceCRM

The Digital Dealership System was founded on the premise of Concierge Signage. This concept sells customers on the idea that they have too many things on their plate to worry about updating their digital sign platform, learn new software, and memorize another login. And this still holds true today.

While the company has grown, our customers have continually asked us about their own ability to update the systems when they want to. As a company we have struggled with the balance of concierge vs. self-managed and the technology hurdles with making a system easy to learn and use.

And now we have a solution!

When a dealership signs up for our services their account representative will be their one and only contact. The system will be customized to meet the look and feel of the location and message they are looking for. We offer a variety of profile examples in our gallery online.

Each system will be created with the dealership logos, still images, videos, and rotating news feeds -- and even integrated Live or Web TV. Dealership colors, backgrounds, weather and much more will be coordinated and tested BEFORE the system is shipped.

Unlike our competitors that send you a system and you will need a couple of days to install and setup using templated designs -- WE DON'T USE TEMPLATES and when you get your system, all you do is plug it in the HDMI, connect the Internet, and turn it on. BOOM! It's ready, loaded with content and running.

The new SignStudio software provides dealerships the ability to update content and RSS feeds at their leisure either online or through desktop software. The system can even be setup with multiple users and can be accessed simultaneously. And it's a simple Windows-Style Interface with video and written tutorials to help you along the way.

Our offices aren't shutting the door on you!

We are expanding. Emails sent to our support team, support@ddsmail.co, will go to every staff member in order to expedite your query. We are adding chat support as well in the next few weeks. And for those customers still interested in the Concierge Service for complete updates, we will handle that for them ad no additional cost.

The Digital Dealership System is a complete signage solution. Visit our website for a comprehensive list of offerings including live signs of our product, features and images / videos of installs.

Digital Dealership System
info@ddsmail.co
twitter: @digitaldealers
web: www.digitaldealershipsystem.com
blog: www.fouronthefloorblog.com

Reynolds Offers Free Webinar to Help Dealers Effectively Integrate Contact Management Schedules into Sales Processes; Complimentary Webinar Series from Reynolds Consulting Services Helps Dealers Improve Contact Management Utilization and Business Results.

DAYTON, Ohio – April 3, 2012 – The Reynolds and Reynolds Company today announced the availability of a complimentary webinar for dealerships using the Contact Management tool. During the webinar titled “3 Problems Contact Management Schedules Can Fix”, dealers will take a critical look at the connection between their dealership sales processes and their use of Contact Management schedules. Dealers also will learn how to analyze their current Contact Management schedules, pinpoint issues that may be impacting sales and profits, and identify next steps to improve the integration of Contact Management schedules with the dealership’s sales processes.

The “3 Problems Contact Management Schedules Can Fix” webinar is scheduled for Tuesday, April 10, 2012, at 10 a.m., 1 p.m., and 4 p.m. Eastern. Register at: http://www.reyrey.com/webinar.

The “3 Problems Contact Management Schedules Can Fix” webinar is part of the 2012 series of complimentary Contact Management webinars for Reynolds customers. Contact Management webinars from Reynolds Consulting Services are designed to help current customers improve their utilization of the tool and make measurable and immediate process improvements.

Reynolds Contact Management Webinars are facilitated by successful former automotive retail managers who have been certified to implement and consult on the Contact Management tool. Suggested dealership attendees include General Managers, General Sales Managers, New and Used Sales Managers, Business Development Center (BDC) Managers, Internet Managers, and Contact Management System Administrators.

Contact Management, which integrates with the Reynolds ERA^® and POWER dealership management systems, is a comprehensive customer relationship management tool that enables dealers to more effectively reach, attract, and retain sales and service customers.

About Reynolds Consulting Services

Reynolds Consulting Services is one of the most comprehensive and thorough automotive consulting practices. Reynolds Consultants each have prior retail management experience, with an average of more than 28 years of combined retail and Reynolds experience. Reynolds Consultants offer dealers a fresh perspective on common dealership challenges and help dealers improve business processes, implement best practices, and achieve their desired results in all areas of the dealership. (http://www.reyrey.com/consulting)

About Reynolds

Reynolds and Reynolds is the automotive industry’s leading provider of automobile dealership software, services, and forms to help dealerships improve business results.  The company is headquartered in Dayton, Ohio, with major operations in Houston and College Station, Texas, and Celina, Ohio.  (www.reyrey.com)

# # # 

First-of-its-kind platform streamlines accessories sales communications across dealership departments and supplier network; enhances processes currently generating $475+ in sales per vehicle sold

San Francisco, CA -- April 03, 2012 -- izmocars (http://www.izmocars.com) today announced the launch of its AddOnAuto (AOA) Digital Dashboard platform for dealers who currently use the AOA Point of Sale software to sell accessories in their dealership. An enhancement to AddOnAuto, the accessories sales solution that is currently generating an average of over $475 in accessories sales per new vehicle sold, Digital Dashboard further streamlines accessories coordination across all departments in the dealership and supplier networks.

“Dealerships using AddOnAuto are already seeing significant increases in accessories sales, but we knew that with even better communication between dealership departments throughout the accessories sales journey – from presentation to sale to parts order to installation – greater increases in revenue, profits and margins would be possible, which is why we developed the AOA Digital Dashboard,” said Sidney Haider, Vice President of izmocars. “This dashboard represents an industry first as it creates a virtual bridge that connects sales departments to fixed operations, and dealerships to their suppliers, while also offering users across the dealership the ability to see and measure accessories sales performance in real time.”

AddOnAuto Digital Dashboard Features:

AddOnAuto’s new Digital Dashboard is a Windows-based platform that communicates with AOA software, and offers access to performance metrics and alerts on any computer in the dealership where it is installed. The Dashboard allows dealership management to view up-to-the-minute accessories sales performance by providing presentation ratios, closing ratios, accessories sales per unit, month-to-date total accessories sales, even average time sales staff spends on each accessories presentation.

The Dashboard also allows for improved process, giving alerts to each department as the sale moves through its stages. Managers are alerted about the sale for approval, while Parts and Service are alerted about the Order and when a part needs to be ordered from a supplier. Additionally, accessories suppliers are alerted via the dashboard about dealership jobs, such as when a part needs to be shipped, and/or whether installation is required.

The dashboard also fully coordinates with the recently launched Digital Dealer Supplier Network, which allows aftermarket suppliers to maintain their parts catalog for dealers in real-time with updates on parts, pricing and images on the network.

About AddOnAuto
AddOnAuto is currently the accessories sales solution ranked #1 by dealers at DrivingSales.com, and has produced significant results for hundreds of dealers across the country over the past 3 years. According to a recent report, dealers using the AOA product average over $475 in accessories sales per new vehicle sold, an average gross profit of 45% and a net profit of nearly 33% after commission1, demonstrating that accessories sales are an excellent source of added – and diversified – dealer income.

To learn more about AddOnAuto and the new Digital Dashboard, please visit: http://www.izmocars.com/solutions/aoa.html

1 AOA Auto Accessories 2012 Trend Report: http://www.izmocars.com/trend-reports/aoa-2012.pdf

About izmocars
izmocars is a leading provider of Automotive Business Solutions including: Website and Online Marketing Solutions, Enterprise-level Automotive CRM, iConsult - Sales Performance Coaching and AddOnAuto - an In-Store Accessories Sales Solution.

izmocars is also the world's leader in Interactive Media Content for the automotive industry. Founded in 2002, izmocars services some of the most successful eDealers in the country.

izmocars is based in San Francisco, with offices in Long Beach, CA, Chattanooga, TN, Philadelphia, PA, and Brussels in Europe.

CONTACT: mWEBB Communications for izmocars, Melanie Webber, +1-424-603-4340, melanie@mwebbcom.com, or Angela Jacobson, +1-714-454-8776, angela@mwebbcom.com

Commenting on the new installation, Phil Smith, Founder and CEO of Phil Smith Auto Group, stated, "RedBumper simplifies the entire process of inventory management and brings it into the 21st century. My staff doesn’t have to be tied to their desks to access reports or buy lists, but can be anywhere scanning, appraising, bidding and pricing cars.  It's like having the dealership in your pocket, wherever the day takes you! We believe we can be much more productive with this system. RedBumper is taking the next steps and really bringing needed innovation and tools to the industry.”

The new RedBumper system is entirely Smartphone-centric and enables auto dealers to achieve faster turns, higher profits and volume sales, all at around 1/3 the cost of current products on the market.  It also enables dealers to capture any and all inventory opportunities including existing service customers, trade-ins, auctions, and private consumer listings. The company will be demonstrating its entire new product suite at the 12th Digital Dealer Conference & Exposition, April 3-5, in Orlando, FL, booth # 232.

RedBumper was founded by Bruce Thompson, former CEO and founder of American Auto Exchange (AAX). Thompson is credited for creating and pioneering the modern day inventory tools that are broadly used in dealerships across the United States.

When AAX was acquired by JM Family Solutions in 2005 it was the management tool of choice for 4 out of the top 5 largest dealer groups in the country.  Thompson is once again introducing revolutionary tools to the industry with the launch of RedBumper.

“I’m very excited to be working with this fantastic dealer group.  It'll bring fresh ideas that enable us to keep pushing the envelope. No software system works without processes and great management.  That said, our tools will be a homerun in this well managed organization,” said RedBumper founder Bruce Thompson.

For more information about RedBumper call: 1-888-339-1116, or visit, www.RedBumper.com
 

# # # # #

About RedBumper:

RedBumper is a new breed automotive inventory management company created by Bruce Thompson. Thompson is widely credited for pioneering modern day inventory management when he introduced new tools to the industry in 2001 with American Auto Exchange (AAX). RedBumper is a very powerful next generation system offered on a flexible Smartphone-centric platform, with tools that are both innovative and intuitive. Its objective is to streamline auto dealer workload by delivering a system that is simple to use and direct.  The company aims to take a new approach, offering fresh and creative tools the industry has never seen while at the same time leveraging proven technology. RedBumper prides itself for delivering ground- breaking tools that give auto dealers a significant competitive edge by being first to market. Creating the most powerful suite of tools on a flex platform allows RedBumper the opportunity to reduce much of the cluster and redundancy prevalent in current market products. It enables auto dealers to turn inventories faster while realizing more profit, month after month.


 

KETTERING, Ohio – March 30, 2012 – Naked Lime Marketing, which offers full-service marketing, advertising, and web products and services for automobile dealerships, today announced that Chad Haas, a digital marketing expert from Naked Lime, will be a featured speaker at the 12^th Digital Dealer Conference & Exposition in Orlando, Fla., April 3-5, 2012. In addition, during the exposition, Naked Lime Marketing (Booth #1015) will be spotlighting their automotive marketing and advertising solutions that help dealers break through the online clutter, get noticed, and spark action in consumers. (www.digitaldealerconference.com)

Chad Haas, a product planning manager at Naked Lime Marketing, will present reasons why “Your Website Isn’t Just a Sales Tool,” with a special emphasis on how dealership websites help generate business in the service department. Dealers will learn more about best practices for service advertising and follow-up communication, incentive ideas, up-sell opportunities, and customer service.

Solutions that Help Dealers Get Noticed and Spark Action with Consumers

Among the automotive marketing, advertising, and web solutions that will be featured in the Naked Lime Marketing booth are:

• Full-service advertising solutions, including multi-channel video services, in partnership with the leading automotive retail advertising firm in the country, Zimmerman Advertising.
• Full-service marketing solutions to deliver precisely targeted, multi-channel, database marketing for dealerships.
• Full-service digital marketing, such as website SEO, paid search, social media marketing, and digital reputation management.
• Full-service website development, hosting, and reporting, with features that range from consumer interactive inventory to mobile sites and live chat.
• CarLocate.com, which is an Internet vehicle-marketing channel now available to any franchised dealership.
 

GM dealerships are also invited to stop by the Naked Lime booth to learn specifically about the web, marketing, and advertising solutions that are available to GM dealerships under GM’s in-Market Retail Turnkey Program. Visit gmimr.nakedlime.com for details.

About Naked Lime Marketing

Naked Lime’s Naked Truth: Deliver fresh and innovative full-service marketing, advertising, and web solutions and services that help automotive dealers turn the heads of consumers and inspire consumer loyalty at every point in the retail process. Connect with Naked Lime Marketing on the Web: www.nakedlime.com, Facebook: www.facebook.com/nkdlime, or Twitter: www.twitter.com/nkdlime.

### 

SOCIALDEALER and CAR-MERCIAL will be publishing the results of their joint case study on the use of video and social media, at the upcoming Digital Dealer Conference at the Rosen Shingle Resort in Orlando.

The viral potential of using video in social media has long been seen with the success of sites like YouTube, but many businesses do not realize that in addition to using video to start conversations and engage consumers, it also has powerful SEO benefits.

The case study examines the use of videos for automotive dealers as a means to increase search engine rankings and content engagement on social media sites such as Facebook and YouTube.

The study was conducted in 2011-2012, using data from SOCIALDEALER and CAR-MERCIAL’s client data combined with dealership’s website analytics.  The results make a powerful case for the increase in exposure a dealer can generate through the use of videos online.

“We added the ability to manage and upload videos to our platform last year because I could see the potential for dealers to use video in their social marketing,” says Joe Castle, CEO of SOCIALDEALER, “I can see those dealers who limit their content strategy to text and images will fall behind.”

Results of the study will be available at the Digital Dealer Conference on April 3-5, at the Rosen Shingle Creek Resort in Orlando.  Attendees can receive a copy of the study results by visiting either the CAR-MERCIAL or SOCIALDEALER booths.

“We are excited to get this information into the hands of auto dealers,” says AJ LeBlanc, Managing Partner at CAR-MERCIAL, “this shows results dealers can act on quickly to expand their presence online, for both their websites and their social pages.”

Dealers United Announces First Deal for Members:

SEO Services from KPA

KPA beat out more than 30 other SEO vendors to be given the opportunity to present their best offer to Dealers United members.

Sarasota, FLA – March 28, 2012 - Dealers United, the first service to truly leverage the buying power of individual dealerships, introduced their first deal to members today, search engine optimization (SEO) services offered by winning vendor KPA. Dealers United, which launched in October of last year and is free for dealers to join, put 35 different SEO vendors through a rigorous testing process that included surveys, interviews, reference checks, verification of white hat SEO practices and testing before naming KPA the selected vendor.

The result is an unprecedented discount for the SEO services, only revealed to Dealers United members, along with industry leading terms and conditions.

 “This launch represents the fulfillment of a promise we made to our dealer-members at the inception of Dealers United: we pledged the best deals; the best prices; and the best negotiated terms on industry-leading products and services provided by top vendors. I think our members will find all of that and more with our first deal with KPA,” said Matt Buchanan, co-Founder of Dealers United and Dealer Principal of Sarasota Ford.

In many ways, Dealers United acts as the business development arm for private dealerships and private dealer groups by researching vendors and negotiating their services at a substantial discount. Members cast their votes for the categories to be presented and receive monthly offerings at highly discounted prices from fully-vetted vendors. While members have the ultimate power in determining whether or not they buy the service, like any good buying community, the more members who purchase the selected deal, often times the better the pricing.

“It was a rigorous vetting process and we were up against some amazing companies in the industry, so we’re truly honored to be the first vendor selected by Dealers United, “ said Vane Clayton, CEO of KPA. “We can’t wait to get our SEO services into the hands of the Dealers United members and show them the remarkable power of truly great search engine optimization.”

If you are an automotive dealer and would like to become a member of Dealers United, please visit: http://DealersUnited.com. If you are an exceptional automotive industry vendor and interested in being considered for a future members-only deal, please complete the vendor registration process here: http://dealersunited.com/signup_vendor.cfm. Dealers United is not just another buying group that “recommends” vendors and products to members. The community is, in effect, an extension of the dealer-members; and does not just negotiate deals or “group pricing.” Dealers United thoroughly vets all suppliers and categories well before negotiations with a provider for a given product or service.

#    #    #

About Dealers United:

Dealers United is the first service to truly leverage the buying power of individual dealerships.  By acting as a dealer advocate, Dealers United vets vendors, negotiates great deals and levels the playing field against very large dealer groups. Our goal is to ensure that every dealer, regardless of its size, has an equal opportunity to grow and succeed in this industry. As individual dealerships are increasingly challenged to allocate expensive resources to select the right vendors, Dealers United aim is to build strong relationships, negotiate terms and pricing with vendors and stand united. For more information on Dealers United, please visit www.DealersUnited.com.

Media Contacts: 

Laurie Halter

Charisma! Communications

Ph (503) 245-3140

Laurie@charismacommunications.com

www.charismacommunications.com

Follow us on Twitter: http://Twitter.com/charismacom

DMEa’s “Marketing Success in a Changing Service Loyalty Landscape” findings include:

• Loyalty programs are not just for loyalists: Over 25% of “swing loyalists” and disloyalists would participate
• Communicate! Most customers want to hear from service providers AT LEAST once every 3 months, including 70%+ of dealer and aftermarket chain loyalists
• 2 in 3 dealer loyalists prefer email communications - more than any service customer, even young aftermarket chain loyalists

Daytona Beach, FL – March 28, 2012 – DMEautomotive (DMEa), the science-inspired, results-based automotive marketing leader, today released the second in a series of white papers, “Marketing Success in a Changing Service Loyalty Landscape.” This new report analyzes the complexities behind service center selection today; consumer communications preferences (by frequency, platform, and service outlet type); and the role that loyalty programs play in retaining loyal, and conquesting new, customers. It’s designed to provide dealerships, independent stores and aftermarket chains with the foundational data and best practice communications strategies to drive more revenue, not only from their profitable (minority) loyalist base, but from even higher-opportunity “swing” and disloyalist customers.

The new white papers (including DMEa’s first report, “The Changing Service Loyalty Landscape,” analyzing loyalty and industry share-of-wallet realities) represent the most comprehensive window into the $215 billion U.S. auto service market[1] to date. Both are based on a recent DMEa survey of 4,000 U.S. vehicle owners.[2]

“The overwhelming takeaway is that a one-size-fits-all service marketing approach just doesn’t work. What motivates shoppers to choose a store, and how they want to be communicated with, can vary dramatically by age and loyalist type,” said Doug Van Sach, Vice President, Strategy & Analytics, DMEautomotive. “To send the right message, to the right customer, via the right channel - and effectively reach younger, more demanding, tech-savvy shoppers - means targeting demographic and loyalty segments separately. And with the service business of 77% of customers now in play, those providers that adopt a more nuanced marketing mindset, and reach beyond traditional mass-market and direct marketing tactics, will take market share.”
 

Report Highlights:

Store Selection: What Motivates Those Profitable Loyalists

DMEa’s research identifies three service customer types: “loyalists” (who both visit and spend most at a store type); “swing loyalists” (who either visit, or spend most at, a store type, but not both); and “disloyalists” (who neither visit nor spend most at that store type). While loyalists only comprise 23% of customers overall, they drive 59% of industry revenues. Given their massive contribution to each industry player’s bottom-line, the report dissected how each loyalist group ranks 30+ service center attributes. The top five attributes for each loyalist type are:

It’s clear that not only do loyalists place great value on attributes that their primary store is already best suited to deliver, but that there is little overlap between what dealer, independent and aftermarket chain loyalists value most. Dealer loyalists value a “brand/amenity constellation”: they want manufacturer-trained technicians, using brand-name parts, following OEM-recommended schedules – and premium amenities. Independent loyalists embrace trust/relationship attributes, essentially valuing friendly, trustworthy people at the store, and signs of trust, like upfront estimates. The aftermarket loyalist places heavy importance on highly tangible price and convenience factors, whether frequent promotions or parts/service pricing options. And given that DMEa’s previous white paper found that dealers and independents are now bleeding significant business to aftermarket chains, addressing the price/convenience equation would represent a key strategy to take some market share back.

Loyalty Programs: A Powerful Tool for a Disloyal Market

While many service providers have not implemented a points-based loyalty program, and most imagine loyalty program marketing is only a fit for “true” loyalists, DMEa’s data suggests they need to act and think otherwise. While loyalty programs do rank very high for aftermarket loyalists (their #1-indexing attribute is a “frequent shopper” program) and dealer loyalists (rating among the top-10 most important store attributes), openness to a loyalty program is nearly as robust for service centers’ swing loyalists and disloyalists:  

Roughly one-third of dealer and aftermarket chain loyalists report they’re likely to join a loyalty program, but so are nearly the same percentage of dealer swing loyalists. And over 25% of dealer and aftermarket swing loyalists - and disloyalists - would jump on board given the option. While independent loyalists and swing loyalists are the least likely to value or join a program, for the rest of the industry a well-designed rewards program represents a powerful opportunity to keep the best customers close, while converting more non-loyalists into the loyalist column.

The Young, Wired Aftermarket Chain Customer
The survey captured which sources of maintenance info various customers turn to the most, and revealed that, despite significant adoption across most customer segments, the young-skewing aftermarket loyalist turns to company websites, social networking sites and online message board/review sites - and prefers emerging digital communications like text messaging and mobile app notification – much more than any service shopper.

“These white papers provide an abundance of data that the service market is volatile and rapidly changing, and that many complex factors shape how consumers decide where to service and how they should best be targeted,” noted Van Sach. “We live in the era of personalized, information-based marketing, and sending out sporadic, cookie-cutter maintenance reminders is no longer a viable service marketing ‘strategy.’”

Young Consumers: Price and Convenience-Driven

The data reveals that service selection motivators now heavily pivot around age. All under-35 customers place a high value on convenience (extended hours, online appointments, etc.), and young dealer and aftermarket customers (not independent) put a much higher premium on low prices, discounts and coupons vs. those aged 35+. In contrast, service customers aged 55+ are far more likely to value that “brand/amenity constellation,” demanding expert advisors, brand-name parts and “full-service extras.” Shoppers aged 35-54 exhibit the most variation in their store selection “hot-buttons”: for instance, “competitive prices” ranks very high for independent and aftermarket customers, but very low for dealer customers, in that age group.

Young Customers: Key Dealer Rewards Program Targets

And if one imagines that loyalty programs only have traction with older customers in their prime spending years, the data reveals that young dealer customers (aged 18-34) actually value loyalty programs more than any other service shopper. In general, DMEa’s new data provides ample evidence that younger consumers “shop the hardest”: not only do they heavily value the host of price and convenience factors, they perform more online research (at more platforms) before they pull the service decision trigger. To reach/convert them, providers must exploit database mining, social media, online reviews and loyalty programs - particularly dealerships, that are now least likely to attract young shoppers and who need to shed that “senior center” image. As demographics shift, and new waves of shoppers enter the market, providers will need to shift their service experiences to remain competitive.

Communications Wanted at Least Every 3 Months

Consumers reported on how often they want to hear from their service provider(s), and most segments expect communication at least every three months – with the overwhelmingly preferred channels being mail and email. More than 60-70% of all dealer and aftermarket customers want communications that frequently via these two channels. (Independent loyalists and swing loyalists are the only customers desiring less communications, and yet half still want contact once every three months.)

No Shopper Prefers Email More Than Dealer Loyalists

Email ranks as the #1 way, and mail the #2 way, that all customers want to hear from their service providers - except for independent loyalists who rate mail higher. These two channels decisively trump live and recorded calls, text messages and mobile app notifications. And, surprisingly, no customer prefers email communications more than the dealer loyalist. Sixty-four percent of dealer loyalists prefer email, while 29% prefer mail - 38% of independent loyalists prefer email, 49% mail – and 53% of aftermarket loyalists prefer email, 38% mail.

To request the full report, click here: http://www.dmeautomotive.com/solutions/marketing-success-in-a-changing-service-loyalty-landscape-whitepaper-request.aspx

About DMEautomotive
DMEautomotive (DMEa) is the industry leader in science-based, results-driven automotive marketing, and provides turnkey marketing to the largest and most innovative automotive organizations, from automobile dealers to many of the largest aftermarket companies in the U.S. DMEa's uniquely panoramic view of the complete automotive sales and service market, combined with its cutting-edge, science-based marketing programs, increases customer yield, conversion and retention.

DMEa does not take marketing performance on faith, and each product and service is measured by a simple, precise scientific approach: Is it true? Prove it. Will it work? Test it. Does it generate results? Show it! Supported by DMEa’s proprietary, cloud-based Red Rocket Technology Platform, the DMEa product suite includes science-based, data-driven, multi-channel customer acquisition and retention marketing programs; best-in-class campaign reporting; data management and analytics; auto-focused Customer Interaction Center solutions, and complete on-site mail and email fulfillment services. Headquartered in Daytona Beach, Florida, DMEa also has major operations in Jacksonville, Fla.

Media Inquiries:

Melanie Webber, mWEBB Communications, +1-424-603-4340, melanie@mwebbcom.com Angela Jacobson, mWEBB Communications, +1-714-454-8776, angela@mwebbcom.com