In this series of articles We will be sharing information about text messaging with customers – Lets talk about the benefits first.

As we all know just about every customer that enters a dealership service department has a cell phone with them in their hand and paying attention to every ding or texting notification tone they have on their phone and text message that is received.

Did you know that the average text message is read within three minutes? That means that they are quickly available! Another aspect is the fact that 94% of those messages are read by users.

Benefits of texting customers include some of these examples from a dealership perspective:

CSI – As all retail dealerships know a key to the drivers of CSI is communication with customers as they go through the service process. Sending text messages to confirm and follow up after the visit will show attention to the customer and in turn increase CSI.

Marketing – Advertising agencies recommend that businesses use Texting to build opt-in databases to send promotions and announcements to subscriber’s cell phones.

Other Customer Focused Services – Doctors, dentists, salons, and other service companies use texting to send appointment reminders and confirmations. This shows that customer have become familiar with texting and expect customer based services to update them on regular basis.

In the next article we will outline how special offers can increase business for your service department.

Strengthening customer retention while adding gross profit were key to decision

ROCK HILL, S.C., April 12, 2011 /PRNewswire/ — Insignia Group, LLC, providers of the Insignia Accessories System, a SaaS (Software-as-a-Service) based solution was selected by Mobis Parts America (MPA) as a preferred technology partner for in-store accessory sales and training for Kia dealers in the United States.  The Insignia Accessories System includes a customized, web-based accessories sales system specific to each dealer.  ”The personalized, in-store training was a primary component in our selection of Insignia,” says Mike Knipe, Senior National Manager, Operations, MPA.

“We recognize the enormous potential for Kia dealers to sell accessories at the time the customer purchases their new vehicle,” states Knipe, “The solution provides Kia dealers with the right tools to make presenting accessories an easy component of the purchase process.”

“We are pleased to be the exclusive solution for Kia dealers,” says David Stringer, President of Insignia. “Incorporating the professional presentation of accessories during the sales process has proven to increase profits, improve CSI scores and drive customer loyalty. Mobis Parts America recognizes the consumer’s desire to personalize and, with this program, have made it that much easier for their dealers to create a lasting and profitable business segment within their dealerships.”

About Kia Motors America:

Kia Motors America (KMA) is the marketing and distribution arm of Kia Motors Corporation based in Seoul, South Korea. KMA offers a complete line of vehicles through more than 730 dealers throughout the United States and serves as the “Official Automotive Partner of the NBA.” In 2010, KMA recorded its best-ever U.S. sales and 16th consecutive year of increased U.S. market share. Kia is poised to continue its momentum and will continue to build the brand through design innovation, quality, value, safety features and new technologies.

About MOBIS Parts America:

Mobis Parts America, LLC, a subsidiary of Hyundai MOBIS based in Seoul, South Korea, operates six distribution centers in the United States as the exclusive supplier of Genuine OE Parts and Accessories to Kia Motors America and Hyundai Motors America.  MOBIS Parts America, LLC National Headquarters is located in Irvine, CA.

About Insignia:

Insignia, the premier provider of accessory sales innovations, has been helping dealers to maximize dealerships’ profits through accessory sales for more than 8 years, facilitating over $200,000,000 in accessory sales.  Insignia currently supports 22 brands and serves dealerships nationwide. From accurate data to useful sales tools, services, and training, Insignia simplifies the accessories sales process so orders can be fulfilled quickly and easily.

Media Contact:
Mike Pitkowicz
Director of Marketing
Insignia Group, LC
153 South Oakland Ave.
Rock Hill, SC 29730
888.579.4458
mpitkowicz@insigniagroup.com

SOURCE Insignia Group, LLC

RELATED LINKS

http://www.insigniagroup.com

Jon Osborn, research director at J.D. Power and Associates, discusses findings from the 2011 U.S. Customer Service Index (CSI) Study. The study examines satisfaction among vehicle owners who visit a service department for maintenance or repair work. Rankings are based on dealer performance during the first three years of ownership, which typically represents the majority of the vehicle warranty period.

“It is key for dealerships to properly train their staff in the subtleties involved in adequately explaining the necessity and value of additional services without placing undue sales pressure on the customer.”- Jon Osborn, research director at J.D. Power and Associates.

J.D. Power and Associates Reports:
Contrary to Popular Perception, Consumers Say Upselling of “Unnecessary” Work by Auto Dealers is Rare

Lexus Receives an Award in Customer Satisfaction with Dealer Service for a Third Consecutive Year, While MINI Ranks Highest among Mass Market Brands

WESTLAKE VILLAGE, Calif.: 11 March 2011 — Despite some perceptions that auto dealerships routinely pressure customers to accept unnecessary maintenance or repair services, very few service customers indicate experiencing upselling by the dealer, according to the J.D. Power and Associates 2011 U.S. Customer Service Index (CSI) Study^SM released today.

Overall, only 7 percent of service customers in 2011 indicate that their dealer attempted to sell them service work that they perceived as unnecessary. However, customer-reported rates of upselling increase as vehicles age. Among owners of one-year-old vehicles, 4 percent indicate that the dealer tried to sell them unnecessary work. This increases to 9 percent among owners of four-year-old vehicles.

Customer perceptions of upsell pressure have a notable impact on overall satisfaction with dealer service. Among service customers who say they do not perceive that they were upsold, overall satisfaction averages 780 on a 1,000-point scale. In contrast, among customers who experienced upselling from the dealer, satisfaction averages 642—a difference of nearly 140 points.

“Suggesting additional service work can actually benefit both customers and dealerships—customers may prolong the life of their vehicle, while service facilities may gain additional revenue,” said Jon Osborn, research director at J.D. Power and Associates. “However, it is key for dealerships to properly train their staff in the subtleties involved in adequately explaining the necessity and value of additional services without placing undue sales pressure on the customer.”

The study examines satisfaction among vehicle owners who visit a service department for maintenance or repair work. The CSI rankings are based on dealer performance during the first three years of ownership, which typically represents the majority of the vehicle warranty period. Five measures are examined to determine overall customer satisfaction with dealer service (listed in order of importance): service quality; service initiation; service advisor; service facility; and vehicle pick-up.

Lexus ranks highest in customer satisfaction with dealer service among luxury brands for a second consecutive year and receives an award for a third consecutive year. Lexus achieves an overall CSI score of 846 and performs particularly well in all five measures. Rounding out the top four nameplates in the premium segment are Jaguar (837); Cadillac (830); and Acura (828). Among luxury brands, Volvo and Porsche achieve the greatest improvements from 2010.

Among mass market brands, MINI ranks highest with a score of 805 and improves by 19 points from 2010. MINI performs particularly well in the vehicle pick-up and service quality factors. Also among the top 10 brands in the mass market segment are GMC (803); Buick (799); Chevrolet (792); Kia (784); Hyundai and smart, in a tie (783 each); Volkswagen (779); Ford (773); and Honda (765). Of mass market brands, Mazda and Suzuki achieve the greatest improvements from 2010.

The study also finds that, during the past five years, dealer service facilities have gradually increased their share of service visits and spending, particularly among customers whose vehicles are under warranty. Between 2007 and 2011, the share of service visits at dealer facilities has increased from 67 percent to 74 percent. During the same time frame, overall share of spending for dealer service visits increased from 70 percent to 73 percent.

“By becoming more competitive in terms of cost and convenience, dealer service facilities are making some progress in capturing share from non-dealer service facilities,” said Osborn. “Due to low sales levels during the past three years, service volumes for new in-warranty vehicles are expected to steadily decline through 2013. As a result, maintaining service customer share and loyalty will be vital to dealers in the coming years.”

The 2011 U.S. CSI Study is based on responses from more than 97,300 owners and lessees of 2006 to 2010 model-year vehicles. The study was fielded between October and December 2010. J.D. Power and Associates measures dealer service in various countries around the world, including Australia, Canada, China, France, Germany, India, Indonesia, Japan, Malaysia, Mexico, New Zealand, the Philippines, South Africa, Taiwan, Thailand and the UK.

About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company providing forecasting, performance improvement, social media and customer satisfaction insights and solutions.  The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.

About The McGraw-Hill Companies
Founded in 1888, The McGraw-Hill Companies is a leading global financial information and education company that helps professionals and students succeed in the Knowledge Economy.  Leading brands include Standard & Poor’s, McGraw-Hill Education, Platts energy information services and J.D. Power and Associates.  The Corporation has approximately 21,000 employees with more than 280 offices in 40 countries.  Sales in 2010 were $6.2 billion.  Additional information is available at http://www.mcgraw-hill.com.

No advertising or other promotional use can be made of the information in this release without the express prior written consent of J.D. Power and Associates. www.jdpower.com/corporate