New White Paper: The ROI of Great Customer Experiences in the Automotive Aftermarket

August 12, 2011 Leave a Comment

In a competitive market and a tough economy, every automotive aftermarket brand loses sleep about how to increase revenue.  The traditional solution to that quandary has been to increase advertising, whether in the form of local radio spots, billboards, newspaper ads, or TV commercials.

Yet recent research by Agility Metrics into customer behavior in the automotive aftermarket suggests that much of the money devoted to these aggressive marketing activities might be in the process of being wasted. Indeed, as we argue in this new white paper, there is strong evidence to suggest that advertising tactics have only a slight impact in driving revenue for aftermarket brands.

Instead, Agility Metrics’ research has added weight to the idea that positive customer experiences are the number one driver of both new and repeat business, influencing as many as 80% of all customer purchasing decisions.

Click here to download the new white paper and discover how leading aftermarket brands are redirecting their budgets away from advertising and instead investing in delivering remarkable customer experiences.

Filed under Aftermarket Auto, White Paper

Great content available in our Resources section

July 18, 2011 Leave a Comment

We’ve reorganized the Resources section of our website a little bit to make our content a more easily accessible. If you haven’t had a chance to stop by that section of our website recently, jump all over this opportunity and go pay a visit.

We’ve got three great white papers that touch on all aspects of customer feedback management and give you tips for how to foster deeper customer engagement and advocacy:

Social Customer Intelligence: So you’ve managed to assemble 10 million followers on Facebook … now what? How can you turn that audience from a passive throng of deal hunters into an active customer insights community? Read the white paper to find out how.

Using Non-Buyer Feedback to Boost Conversion: If you’re a retailer, you’re probably obsessing about how to prevent shoppers from walking out of your stores empty-handed. Gathering feedback from non-buyers can help you make huge strides toward increasing store conversion.

Next Generation Customer Feedback Management: It’s not enough to just periodically collect customer feedback and let it rot–unactioned–in a spreadsheet somewhere. Learn how to effectively operationalize customer feedback and put it to work for you in a way that is proven to deliver real ROI.

Filed under Case Study, White Paper

New Agility Metrics White Paper Featured on DestinationCRM.com

May 31, 2011 Leave a Comment

We’re proud to announce the release of a new white paper entitled Social Customer Intelligence, which is now available for download exclusively on DestinationCRM.com.

In the new white paper, we discuss how Facebook has the potential to become the single greatest customer insight tool ever put at the disposal of brand marketers. The power to listen to feedback from millions of brand followers is one of the truly revolutionary aspects of the world’s most popular social network.

But despite the incredible rush to invest marketing dollars into Facebook (eMarketer forecasts that more than $4 billion will be spent on Facebook advertising this year), brands are still barely scratching the surface when it comes to using their Pages to get inside the hearts and minds of their customers. Although marketing campaigns may have jumped from billboards to Facebook, true Social Customer Intelligence has yet to emerge, and we discuss the pitfalls associated with some of the popular mechanisms that brands are using to gather and analyze social customer feedback.

To download this white paper and learn more about the key limitations inherent to each of these social feedback mechanisms, please visit DestinationCRM.com.

Filed under Facebook, White Paper

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