Tag Archives: industry

DSES: Can You Feel Me Or Is It The Customer Experience?

DrivingSales Executive Summit 2014 is officially in the books. It was a sold out event once again that enveloped the Bellagio Hotel in Las Vegas for the better part of three days. Planned was a (digital) star-studded keynote speaker list plus some of the finest breakout speakers, many dealers, for those in attendance. Here's some […]

The Year 2012 In Review? (What’s An Automotive Industry Nutshell?)

(Warning, 1000 words below!) OK, who's got their 2013 game face on? Nobody? Good, let's make things difficult!!! 2012 was one heck of a year: consumer demand is still up and growing for cars (although demand still outstrips what sold), mobile use is skyrocketing (albeit not remotely matched by dealers providing strong solutions), digital demand […]

The Difference Is One Letter…And What It Gets You Is Much More

Many times people ask me why IM@CS is not a training company, even though plenty of people call what we do by the "T" word. The response every single person receives, for the last five years – and emphatically – is that people despise being trained. People, more successful ones for sure, love learning. In […]

Leave A Number, Maybe We’ll Call (And Other Customer Service Fables)

"I'll get right back to you". The biggest one we all hear, almost every day. As if the caring dried up as fast at the ink on your signature. Customer service has fluctuated as much as marketing dollars over the years, with the marketing dollars typically winning. Simply put, while customer service is more important […]

Are You Waiting? Still? Well…..Goodbye!

This is officially the beginning of the end for many. December 27, 2011. There will be a moment over the next couple to handful of years in which you'll reflect back to this post (or others like it) and say "oh crap". Or it may be the longer rendition which usually sounds something like "Why […]

Google Plus Pages Allowing Dealers To Do More (Half-Baked)?

With innovation and technology comes missteps and half-hearted attempts to "do it". As more dealers encourage their staff, and many times vendors, to push into new technology, software and social networking, which should be commended, the volume of missteps and simple ignorance increases as well. It's simple: if you don't know how to do something, […]

Four Down, Seventeen Thousand To Go

The last four years have been a blur. Everything has been. From search to social. From template to script. From inbound to outbound. From high line to in line. From DMS to CRM. There have been times where the greatest part of building has simply been the lack of tearing down. It’s been work, even […]

The Dealership Environment: Inspired By Everything, Motivated By Nothing

Face it: You’re whipped. Which way is up? Which way is down? Is flat the new growth? Is the shiny object the new thing keeping you from the golf course of from your sales course? Fact: the dealership environment is as fragile and unsteady as it’s ever been. Yet there are more opportunities than ever. […]

I Before We, With No Exception To D(ealers)

It's the end of the year and the heart of the holiday season, right in between being thankful for everything we have and swearing off more than half of it (mostly weight) for the coming year. It's the time of the year when a few minutes on the automotive networks and news sites gets the […]

Things That Pissed Us Off In 2010 (Yes, They Pissed You Off, Too!)

We know it, you know it, they know it. Almost everyone knows it. Because if everyone knew it we wouldn't have ben put through it. But we were, you were and they were. Disclaimers: These are not in order of importance. Many companies are being called out, not all. This is a singular perspective. So […]