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How to be a customer service champion

The happiness and loyalty of your customers is not something to take lightly. Conventional business wisdom, according to LinkedIn, says that it costs 10 times as much to earn a new customer than to keep a current one. According to data from Accenture, more than half of consumers will end their loyalty to a particular business after having a poor ...

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How are you protecting your digital assets?

On Wednesday, the latest large cybersecurity issue reared its head with a phishing scam aimed at Google Docs/Gmail users. In this case, the scam tricked users into granting access to their Google account through a fake Google Docs link. It could then use that access to email others in the users' address books to spread itself. While this one seems ...

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Go ahead, be grumpy at work

In a service industry like ours, it is natural to put on a happy face at work – even when we’re feeling cranky. While that may be a good practice when interacting with our customers, research shows it may not be the most productive or healthy. A recent Quartz post highlighted several studies that are relatively new, connecting workers’ productivity ...

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Dynamic inventory retargeting for dealerships

Dealerships have numerous options when advertising online to generate traffic to their website, but which method is most effective? Which method is going to produce the highest ROI, sell the most inventory and drive brand awareness? Only two percent of website visitors will fill out a website contact form, so what about the other 98 percent? Facebook allows you to ...

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Millennials better educated, but making less

Another report is out that points to the difficulty of growing boating to younger buyers. Per the Washington Post's Wonkblog: Over the past four decades, young American workers saw their average incomes decline by 5.5 percent after adjusting for inflation, according to new figures published Wednesday by the U.S. Census Bureau. In 1975, workers aged 25 to 34 had a median personal income of ...

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Watch out for your stupid gene

We all have our blindspots that get in the way of getting things done. Or as Ben Speciale says, we've all got those places where our "stupid gene" kicks in. If you've ever spent much time talking to the president of Yamaha Marine Group, you know he's passionate about the topic of workforce development and training -- and a pretty ...

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How long are your customers waiting on the phone?

Recently I called a dealership looking for a specific employee. The phone was answered promptly. I asked for the person by name and was put on hold. For five minutes! I thought about seeing just how long I would actually be on hold until someone checked on me, but the smooth jazz was starting to drive me bonkers, and I ...

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Women participation rate in labor force declining

Addressing the workforce issue in the marine industry will take more than introducing boating careers to potential employees. We have to address real barriers we have in reaching young people. One such barrier is reaching out to young women, who make up a large percentage of our potential workforce. Pew Research reports that women account for 46.8 percent of the ...

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Grab the attention of your phone-obsessed customers

These days, you can pretty much count on the fact that your dealership’s current and potential customers are on their phones all day, every day. With smartphones, most people are basically carrying their lives around with them wherever they go, and that includes their email inbox. More than half of emails are now opened on mobile devices, which makes sense ...

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What is omni-channel marketing?

The way your customers shop has changed drastically over the years and is continuing to change. Instead of picking up the Yellow Pages to find a local business or wandering into your dealership to browse your latest boats and accessories, shoppers today reach for the nearest device to learn about products and businesses online before visiting them in-store. With shoppers ...

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