Mike Walther, president and CEO of DMEautomotive, said in a press release that service center revenue is the “lifeblood” for today’s dealerships, with nearly 60% of a dealership's service center revenue coming from just 23% of its loyal customers.
“So a focus on growing and retaining a loyalist customer base is mission critical," Walther said.
DMEautomotive, a results-based automotive marketing leader, has today launched DMEinsights, an innovative customer loyalty analytics system designed to revolutionize dealership service marketing and allow dealerships to dramatically increase the value of their customers.
It is billed as the first-ever system to generate comprehensive analytics for every stage of the auto service customer lifecycle. DMEInsights provides the framework and knowledge essential to building sustainable customer loyalty, enabling dealerships to quickly and accurately gauge, and act on, customer retention performance.
"Until now, the industry has lacked a truly comprehensive, actionable system for measuring customer loyalty,” Walther explained. “DMEInsights is the first system to fill that void, providing analytics from customer acquisition to customer retention to value nurturing, so dealerships can have confidence they are investing their marketing dollars in areas with the greatest potential to drive customer loyalty."
Besides providing key performance reports at each stage of the customer lifecycle, DMEInsights helps dealerships and dealer groups take a much deeper dive by identifying the diverse components that drive retention and loyalty. The system allows the user to view performance from several different perspectives that contribute to overall dealership performance.
For example, a dealer group might have 10 consistently top-performing dealers, but a more comprehensive analysis based on unique customer attributes can tell a different story -- helping dealer groups focus on improving performance with specific customer groups, versus just narrowly focusing on improving performance for all customers.
The critical stages of customer loyalty are: acquire, connect, convert, retain, and nurture. Some key benefits of DMEInsights include:
Eight loyalty and retention dashboards, from 'New Service VINs by Vehicle Age' to '12-Month Service Retention Trend'.
58 performance reports, including monthly trends and in-depth views by store, vehicle age, distance, vehicle class, lifetime activity, and deal history. Special reports are included to show service intervals by time and mileage, and to provide a profile of a dealer's active customer base.
Complete access to all dealership loyalty metrics, so each dealership can customize reports to its specific needs.
Fast and user-friendly interface with rapid data delivery.
Multiple, relevant views of loyalty –including key benchmarks overall and, by individual dealer, such as vehicle count, revenue, and frequency of visits.
Easy-to-use charts and graphs that are 100% customizable.