ActivEngage, the most trusted brand in automotive live chat brings the top ten blogs and news stories right to you! We monitor industry trends, current events, and the auto dealer community every week to bring you the top ten blogs and stories from around the globe. In this weekly edition-- Ford buys a startup, the new Corvette, and the Australian Opel.

10. Ford Buys Software Startup Livio

Ford Motor Co. is acquiring Livio, a Michigan-based company whose software allows drivers to connect with their smartphone applications.

9. Nissan Delivering Versa Notes in an Amazon Box

To create buzz for the Versa, which went on sale this summer without a major national ad campaign, Nissan is giving $1,000 Amazon.com gift cards to the first 100 customers who buy the Versa Note through an Amazon.com link to a Nissan dealer.

8. Employee Loyalty: Is there a Silver Bullet?

When was the last time you heard of someone who had worked his or her entire life for a single company? Chances are these instances involved members of an older generation, specifically people born in the earlier part of the century. So why has something that used to be fairly common in the past suddenly become non-existent?

7. Healthy Habits = Higher Profitability

A healthy workplace means much more than occupational health and safety.  A healthy workplace starts with healthy habits.  All behavior has consequences and the negative consequences cost dealers profitability.  It’s easy to recognize an unhealthy work environment by its low employee morale, poor retention, high absenteeism, and increased conflicts.  Financially, dealers suffer decreased profitability due to low productivity and higher benefit cost. Learn how to build healthy habits!

6.  The New Corvette’s Oldster Problem

ActivEngage, the most trusted brand in automotive live chat brings the top ten blogs and news stories right to you! We monitor industry trends, current events, and the auto dealer community every week to bring you the top ten blogs and stories from around the globe. In this weekly edition-- Ford buys a startup, the new Corvette, and the Australian Opel.

10. Ford Buys Software Startup Livio

Ford Motor Co. is acquiring Livio, a Michigan-based company whose software allows drivers to connect with their smartphone applications.

9. Nissan Delivering Versa Notes in an Amazon Box

To create buzz for the Versa, which went on sale this summer without a major national ad campaign, Nissan is giving $1,000 Amazon.com gift cards to the first 100 customers who buy the Versa Note through an Amazon.com link to a Nissan dealer.

8. Employee Loyalty: Is there a Silver Bullet?

When was the last time you heard of someone who had worked his or her entire life for a single company? Chances are these instances involved members of an older generation, specifically people born in the earlier part of the century. So why has something that used to be fairly common in the past suddenly become non-existent?

7. Healthy Habits = Higher Profitability

A healthy workplace means much more than occupational health and safety.  A healthy workplace starts with healthy habits.  All behavior has consequences and the negative consequences cost dealers profitability.  It’s easy to recognize an unhealthy work environment by its low employee morale, poor retention, high absenteeism, and increased conflicts.  Financially, dealers suffer decreased profitability due to low productivity and higher benefit cost. Learn how to build healthy habits!

6.  The New Corvette’s Oldster Problem

ActivEngage, the most trusted brand in automotive live chat brings the top ten blogs and news stories right to you! We monitor industry trends, current events, and the auto dealer community every week to bring you the top ten blogs and stories from around the globe. In this weekly edition -- Toyota founding member dies, Justin Brun is under 40 and rocking it, and SEO myths.

10. Eiji Toyoda, Promoter of the Toyota Way, Dies at 100

Eiji Toyoda, who as a member of Toyota Motor’s founding family and an architect of its “lean manufacturing” method helped turn the automaker into a global powerhouse and changed the face of modern manufacturing, died on Tuesday in Toyota City, Japan, where the company has its headquarters.

9. Where do my Customers Come From?

As Google puts it, “…these days, the customer journey has grown more complex.”

8. Why Can’t I get Paid to Sit on Facebook All Day?

Social media can be very beneficial to a company’s marketing efforts, but posting memes should rarely take time-precedence over handling inbound sales opportunities.

7. Kevin Frye’s Recommended DrivingSales Executive Summit 2013 Sessions

Here are sessions that Frye deems as the most valued.

6. 5 Myths to Better Google Organic Ranking Busted

In a recent interview with the Google Search Quality Team, they dish their experiences and knowledge about what impacts reach ranking and reveal a couple of tips on what you shouldn’t be doing.

5. Food Expired? Don’t be so Quick to Toss it

Most consumers mistakenly believe that expiration dates on food indicate how safe the food is to consume, when these dates actually aren't related to the risk of food poisoning or food borne illness.

4. HookLogic Named to Dealer.com’s Certified Provider Program

Two HookLogic solutions will be made available to Dealer.com members via the Certified Provider Program.

3. 40 Under 40: Justin Brun

Justin Brun's success at using the Internet to generate sales for Acton Toyota of Littleton has earned him high marks and some hassle from Toyota.

2. The Rise of the Brand Advocate

Brand advocates are defined as individuals that promote and embody a brand’s core values and ethics. External agents promoting a brand not only result in boosted sales and awareness for a company, but they are 50% more influential than the average customer.

1. Adding Sound to Stock Videos Doesn’t Make them Any Less Awkward

Stock footage is weird, isn't it? It never looks quite right. Even though they supposedly filmed real people, it never actually seems like it. It's also generally silent, and this video from Getty Critics proves that might be a good thing.

_

Did we miss anything important? Like our top ten blogs this week? Leave us a comment below! Or if you really can’t wait for your automotive fix, follow @activengage on Twitter for daily updates on auto industry news!

ActivEngage, the most trusted brand in automotive live chat brings the top ten blogs and news stories right to you! We monitor industry trends, current events, and the auto dealer community every week to bring you the top ten blogs and stories from around the globe. In this weekly edition -- Toyota founding member dies, Justin Brun is under 40 and rocking it, and SEO myths.

10. Eiji Toyoda, Promoter of the Toyota Way, Dies at 100

Eiji Toyoda, who as a member of Toyota Motor’s founding family and an architect of its “lean manufacturing” method helped turn the automaker into a global powerhouse and changed the face of modern manufacturing, died on Tuesday in Toyota City, Japan, where the company has its headquarters.

9. Where do my Customers Come From?

As Google puts it, “…these days, the customer journey has grown more complex.”

8. Why Can’t I get Paid to Sit on Facebook All Day?

Social media can be very beneficial to a company’s marketing efforts, but posting memes should rarely take time-precedence over handling inbound sales opportunities.

7. Kevin Frye’s Recommended DrivingSales Executive Summit 2013 Sessions

Here are sessions that Frye deems as the most valued.

6. 5 Myths to Better Google Organic Ranking Busted

In a recent interview with the Google Search Quality Team, they dish their experiences and knowledge about what impacts reach ranking and reveal a couple of tips on what you shouldn’t be doing.

5. Food Expired? Don’t be so Quick to Toss it

Most consumers mistakenly believe that expiration dates on food indicate how safe the food is to consume, when these dates actually aren't related to the risk of food poisoning or food borne illness.

4. HookLogic Named to Dealer.com’s Certified Provider Program

Two HookLogic solutions will be made available to Dealer.com members via the Certified Provider Program.

3. 40 Under 40: Justin Brun

Justin Brun's success at using the Internet to generate sales for Acton Toyota of Littleton has earned him high marks and some hassle from Toyota.

2. The Rise of the Brand Advocate

Brand advocates are defined as individuals that promote and embody a brand’s core values and ethics. External agents promoting a brand not only result in boosted sales and awareness for a company, but they are 50% more influential than the average customer.

1. Adding Sound to Stock Videos Doesn’t Make them Any Less Awkward

Stock footage is weird, isn't it? It never looks quite right. Even though they supposedly filmed real people, it never actually seems like it. It's also generally silent, and this video from Getty Critics proves that might be a good thing.

_

Did we miss anything important? Like our top ten blogs this week? Leave us a comment below! Or if you really can’t wait for your automotive fix, follow @activengage on Twitter for daily updates on auto industry news!

There has been a lot of posts online and in forums on the best practices of car dealer livechat. While those best practices are legit, there is one thing that some chatters lack: common customer service skills.

I give you this chat for example:

Dealership: Thank you for choosing [dealership name]

System: We have alerted the online representatives that you are waiting. Someone should be with you momentarily.

System: A representative has joined the conversation. Compose your message below and then press Enter to send.

Leticia Geer: Hello, How may I help you?

You: Español? [Right after this she should have said something to me, like one moment please, while she was finding someone that spoke Spanish.]

You: ?

You: no spanish??????  [waited for 3 minutes for someone to respond to me]

Leticia Geer: Hola

You: Hola! Me puedes decir mas sobre el Malibu? --Los especiales   [Hi! Can you tell me more about the Malibu, the specials?]

Leticia Geer: Si, con quien hablo? [Yes, whom am I speaking with?]

You: Veronica

Leticia Geer: Veronica, 2013 CHEVROLET Malibu $2,500 Consumer Cash -OR- 0% APR for 60 months for qualified buyers [THEY COPIED AND PASTED IN ENGLISH]

You: 2,500 discuento y que?  [2,500 discount and what?]

Leticia Geer: como y que? Los $2,500 descuento, si no, 0% hasta 60 meses [What do you mean, what?  it’s ,$2,500 off or 0% apr for 60 months]

You: como y que? tu me dijiste en ingles [What do you mean? You told me in English]

I ended the chat after that. Frankly, I was a bit disturbed that someone questioned why I didn’t understand what they were saying when I had been speaking in Spanish the entire time and they responded in English. It was rude and off putting. The best part is that this dealership is located in Los Angeles, California, where there is a huge hispanic population.

This chat could have ended differently if the dealership’s chat software had the means to translate into Spanish. I also would not have waited 3 minutes for someone to answer my question.

Bilingual chat matters, whether its Spanish, French, or Russian. Get to know your demographics. You wouldn’t refuse to hire a salesperson that’s fluent in Spanish if you live in an area where a majority of Hispanics reside, would you? So, it should be the same case with your website’s live chat service. Partner with a car dealer live chat company that can meet your dealership’s needs and expectations.

And, don’t EVER have a chat like this.

There has been a lot of posts online and in forums on the best practices of car dealer livechat. While those best practices are legit, there is one thing that some chatters lack: common customer service skills.

I give you this chat for example:

Dealership: Thank you for choosing [dealership name]

System: We have alerted the online representatives that you are waiting. Someone should be with you momentarily.

System: A representative has joined the conversation. Compose your message below and then press Enter to send.

Leticia Geer: Hello, How may I help you?

You: Español? [Right after this she should have said something to me, like one moment please, while she was finding someone that spoke Spanish.]

You: ?

You: no spanish??????  [waited for 3 minutes for someone to respond to me]

Leticia Geer: Hola

You: Hola! Me puedes decir mas sobre el Malibu? --Los especiales   [Hi! Can you tell me more about the Malibu, the specials?]

Leticia Geer: Si, con quien hablo? [Yes, whom am I speaking with?]

You: Veronica

Leticia Geer: Veronica, 2013 CHEVROLET Malibu $2,500 Consumer Cash -OR- 0% APR for 60 months for qualified buyers [THEY COPIED AND PASTED IN ENGLISH]

You: 2,500 discuento y que?  [2,500 discount and what?]

Leticia Geer: como y que? Los $2,500 descuento, si no, 0% hasta 60 meses [What do you mean, what?  it’s ,$2,500 off or 0% apr for 60 months]

You: como y que? tu me dijiste en ingles [What do you mean? You told me in English]

I ended the chat after that. Frankly, I was a bit disturbed that someone questioned why I didn’t understand what they were saying when I had been speaking in Spanish the entire time and they responded in English. It was rude and off putting. The best part is that this dealership is located in Los Angeles, California, where there is a huge hispanic population.

This chat could have ended differently if the dealership’s chat software had the means to translate into Spanish. I also would not have waited 3 minutes for someone to answer my question.

Bilingual chat matters, whether its Spanish, French, or Russian. Get to know your demographics. You wouldn’t refuse to hire a salesperson that’s fluent in Spanish if you live in an area where a majority of Hispanics reside, would you? So, it should be the same case with your website’s live chat service. Partner with a car dealer live chat company that can meet your dealership’s needs and expectations.

And, don’t EVER have a chat like this.

Employees will treat your customers EXACTLY the way you treat them. If your employees are well cared for, they will focus on being good to your customers.

This is why, according to Shep Hyken,  the secret to building a customer service culture is not to start focusing on customers, but rather employees. He says that great companies "hire the right people to fit into the culture. They train them both technically and on how to deliver their brand of helpful customer service. The management and employees treat each other with dignity and respect, and in turn, they treat their customers in a similar fashion."  

Can you think of a  store that truly exemplifies the great customer service model? Think about it, whenever I need something for my home I dread going to Home Depot or Lowes. I’d rather go to a helpful place, like Ace Hardware. In their recent campaign they even showcase themselves as your neighbor. They have truly operationalized the word “helpful” into their culture. That is their version of customer service. Helpful is what gives them a competitive edge. They want to be known as the most helpful and trustworthy hardware store--and they are. Every time I walk into Ace Hardware, I’m immediately greeted and welcomed. Yes, I know that Home Depot and Lowes does that too, but Ace Hardware takes the cake because when I’m in an aisle looking at different sizes of washers or whatever, an Ace employee comes up to ME and asks if I need help. Not the other way around.

Here, at ActivEngage, we have a similar philosophy. Our managers hire people that fit our workplace culture and in turn, as a company we make them feel valued by the benefits we provide to them. It’s part of the reason why our chat-to-lead conversion is on average, at 80%. It’s part of the reason why our virtual sales associates (VSAs) are great at having conversations with your customers. It’s part of the reason why we are the most trusted brand in automotive live chat.

So how can you create a corporate culture that is customer service oriented?

• Management must make the measurement of service quality and feedback from the customer a basic part of everyone's work experience.

• Be very clear about specifying the behavior that employees are expected to deliver, both with external customers and their coworkers.

• Create ways to communicate excellent examples of customer service both within and outside the company.

• Indoctrinate and train everyone in the culture as soon as they are hired.

• Encourage a sense of responsibility for group performance.

• Establish policies that are "customer friendly" and that show concern for your customers.

• Remove any employees who do not show the behavior necessary to please customers.

Remember, in order for a culture of customer service excellence to grow and thrive, management must have a burning desire for it to be that way. Your dealership must become a totally customer-focused organization. EVERYONE, from the top-down, must believe that they work FOR the customer.

Employees will treat your customers EXACTLY the way you treat them. If your employees are well cared for, they will focus on being good to your customers.

This is why, according to Shep Hyken,  the secret to building a customer service culture is not to start focusing on customers, but rather employees. He says that great companies "hire the right people to fit into the culture. They train them both technically and on how to deliver their brand of helpful customer service. The management and employees treat each other with dignity and respect, and in turn, they treat their customers in a similar fashion."  

Can you think of a  store that truly exemplifies the great customer service model? Think about it, whenever I need something for my home I dread going to Home Depot or Lowes. I’d rather go to a helpful place, like Ace Hardware. In their recent campaign they even showcase themselves as your neighbor. They have truly operationalized the word “helpful” into their culture. That is their version of customer service. Helpful is what gives them a competitive edge. They want to be known as the most helpful and trustworthy hardware store--and they are. Every time I walk into Ace Hardware, I’m immediately greeted and welcomed. Yes, I know that Home Depot and Lowes does that too, but Ace Hardware takes the cake because when I’m in an aisle looking at different sizes of washers or whatever, an Ace employee comes up to ME and asks if I need help. Not the other way around.

Here, at ActivEngage, we have a similar philosophy. Our managers hire people that fit our workplace culture and in turn, as a company we make them feel valued by the benefits we provide to them. It’s part of the reason why our chat-to-lead conversion is on average, at 80%. It’s part of the reason why our virtual sales associates (VSAs) are great at having conversations with your customers. It’s part of the reason why we are the most trusted brand in automotive live chat.

So how can you create a corporate culture that is customer service oriented?

• Management must make the measurement of service quality and feedback from the customer a basic part of everyone's work experience.

• Be very clear about specifying the behavior that employees are expected to deliver, both with external customers and their coworkers.

• Create ways to communicate excellent examples of customer service both within and outside the company.

• Indoctrinate and train everyone in the culture as soon as they are hired.

• Encourage a sense of responsibility for group performance.

• Establish policies that are "customer friendly" and that show concern for your customers.

• Remove any employees who do not show the behavior necessary to please customers.

Remember, in order for a culture of customer service excellence to grow and thrive, management must have a burning desire for it to be that way. Your dealership must become a totally customer-focused organization. EVERYONE, from the top-down, must believe that they work FOR the customer.

Lady Gaga has her Little Monsters, Justin Bieber has his Beliebers, Kiss has their Kiss Army, and your dealership has ______? Where are your fans? Musicians focus their marketingon connecting with fans, that’s nothing new, but that approach is grounded in solid business sense. A 2010 Satmetrix study found that evangelists or fans, spend 13% more than the average customer, and they refer business equal to 45% of the money they spend.

How can your dealership think like a rock star?

• Work to better understand your advocates. This will also help you determine the context of your relationship.

• Give your fans the tools and the ability to "share the love."

• There's an old marketing adage: Sell the benefit, not the product. Remember that your fans typically love your brand for many reasons other than just the product itself. Think about how your fans use your product and what's important to them.

• Seek ways to embrace your fans and stay more connected to them, it makes it far easier  for fans to advocate on their behalf.

Now you have your fans, but how do you keep them? Let’s take a look at the Loyalty Playbook:

1. Focus on Your "One Percenters": Gaga spends most of her effort on just one percent of her audience, the highly engaged super-fans who drive word of mouth.

2. Lead with Values: Create an emotional connection with customers by showcasing what you believe in, whether it be a community event or a charity your dealership devotes its time to.

3. Build Community: Connect your most loyal customers with each other to strengthen their bond with you. Have a ladies night or a new owner welcome like this dealership.

4. Give Fans a Name: Gaga calls her fans her “Little Monsters.” A name gives customers a way to self-identify as part of the group.

5. Embrace Shared Symbols: Shared symbols help customers bond by creating a collective experience. Give them a t-shirt or cool keychain.

6. Make Them Feel Like Rock Stars: Become a fan of your fans and find ways to make them feel special. Interact with your customers online, do trivia and giveaways!

7. Generate Something to Talk About: Make your business “word-of-mouth-worthy” by continually giving your fans reasons to talk about you.

Musicians and artists know the value of connecting with fans. Hopefully you do too. Use social media and blog to keep your fans aware of your dealership and what your brand stands for.

----

What do you think of this loyalty playbook? Would you use this playbook for your dealership?

As always follow @activengage for dealership tips and live chat updates! 

Lady Gaga has her Little Monsters, Justin Bieber has his Beliebers, Kiss has their Kiss Army, and your dealership has ______? Where are your fans? Musicians focus their marketingon connecting with fans, that’s nothing new, but that approach is grounded in solid business sense. A 2010 Satmetrix study found that evangelists or fans, spend 13% more than the average customer, and they refer business equal to 45% of the money they spend.

How can your dealership think like a rock star?

• Work to better understand your advocates. This will also help you determine the context of your relationship.

• Give your fans the tools and the ability to "share the love."

• There's an old marketing adage: Sell the benefit, not the product. Remember that your fans typically love your brand for many reasons other than just the product itself. Think about how your fans use your product and what's important to them.

• Seek ways to embrace your fans and stay more connected to them, it makes it far easier  for fans to advocate on their behalf.

Now you have your fans, but how do you keep them? Let’s take a look at the Loyalty Playbook:

1. Focus on Your "One Percenters": Gaga spends most of her effort on just one percent of her audience, the highly engaged super-fans who drive word of mouth.

2. Lead with Values: Create an emotional connection with customers by showcasing what you believe in, whether it be a community event or a charity your dealership devotes its time to.

3. Build Community: Connect your most loyal customers with each other to strengthen their bond with you. Have a ladies night or a new owner welcome like this dealership.

4. Give Fans a Name: Gaga calls her fans her “Little Monsters.” A name gives customers a way to self-identify as part of the group.

5. Embrace Shared Symbols: Shared symbols help customers bond by creating a collective experience. Give them a t-shirt or cool keychain.

6. Make Them Feel Like Rock Stars: Become a fan of your fans and find ways to make them feel special. Interact with your customers online, do trivia and giveaways!

7. Generate Something to Talk About: Make your business “word-of-mouth-worthy” by continually giving your fans reasons to talk about you.

Musicians and artists know the value of connecting with fans. Hopefully you do too. Use social media and blog to keep your fans aware of your dealership and what your brand stands for.

----

What do you think of this loyalty playbook? Would you use this playbook for your dealership?

As always follow @activengage for dealership tips and live chat updates!