A Service Retention and Customer Loyalty Program for Your Dealership. What is Loyalty Trac?. Loyalty Trac is A Customer Loyalty program Built for car dealers Combines points reward & redemption system with CRM/customer communications enabler Comprehensive, practical and affordable
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A Service Retention and Customer Loyalty Program for Your Dealership
Loyalty Trac is
Loyalty Trac encourages and rewards your customers to:
Car brand loyalty is important
Dealership branding and loyalty is what we’re all about
LoyaltyTrac builds loyalty to your store and your services, one customer at a time
Millions are spent on car brand loyalty often without huge effect.
It’s time to invest in building Loyalty to what really matters…
In the USA
Service & parts *
New vehicle sales
Service & parts *
New vehicle sales
Used vehicle sales
Eventhough Service represents 16% of total revenues in a dealership… it accounts for over 55% of a dealership’s profit!
* Including F& I and Body Shop…Source : Desrosiers Automotive Consultants
Initial Service Loyalty Ongoing Service Loyalty
Ongoing Service Loyalty Repeat Vehicle Sales
Ongoing Loyalty Less Ad & Marketing expense
LoyaltyTrac will help you get more of your customers coming to your store more often to do more things at less cost to you
Sources: NADA and Harvard Business Review
Let’s be Really Clear about Customer Loyalty
Customers EXPECT to be satisfied, but
they need to be ENCOURAGED to stay with you
LoyaltyTrac allows you to encourage your customers to stay with you by communicating with them and rewarding them to do so
Many dealerships offer a free base-level card and fee-based Silver, Gold and Platinum up-sell cards.
Dealers can view the service reward program as a revenue generating asset.
Getting Your Customers enrolled…1
In the “normal course of events” buyers of new and used cars and customers of your Service Department will be enrolled into the LoyaltyTrac system database via Internet
Issuance of a readable membership card with an unique numberfollows enrollment
You’ll get proven POS materials to help program marketing and enrollment.
Your in store visitors and customers will quickly come to know about your rewards program
Materials directly help build service retention by reminding customers to use your dealership for ongoing service.
In our experience*
90%+ of customers choose to join a dealer’s LoyaltyTrac Program
70%+ opt in to receive email communications
People generally like Rewards Programs and will alter their behaviour to allow them to accumulate points towards rewards
Unlike some programs, the rewards that can be provided by a dealership are very tangible and seen to be significant by consumers…
People will want to join your program and that will give you the mechanism to ask for and get their email address.
*Primarily LoyaltyTrac US
Delivered via e-mail or traditional mail immediately after the vehicle sale or the member enrolment.
Explains program benefits and guidelines.
Serves as an incentive to entice customers back by utilizing a date sensitive offer.
Regular contact with your customers
You now have an infinite number of occasions on which to communicate with your member/customers. You may chose to have some pre-set and programmed…say, the sending of a monthly statement or a post-service survey.
These contacts are automated and the dealership has no administrative responsibility in the deployment.
Every month, every member will receive an activity statement.
Dealers may elect to include a service offer, event announcement, safety tip or notice of a new product offering.
**You don’t have to be offering discounts or “giving things away”
You can be as creative and informative as you wish (or as you customer wishes!)
Member Opinion Surveys..Automated or Special
Surveys can be automatically triggered and emailed to customers based on member activity
Or, they can be designed and sent to gather opinion on special topics
In either event, negative responses will automatically emailed to key dealer personnel.
Special event invitations can be sent based on past purchases.
Reward points and coupons can be offered as an incentive to attend.
A great tool for inviting your best customers to see your newest models.
Automated (car or personal) birthday greetings can be sent with or without a reward.
(Send at the beginning of the month, with a thirty day expiration)
A number of custom email marketing templates are included…but
You can have us design a special promo when needed
Marketing activities are driven from filtered customer lists based on each customer’s actual buying habits.
Your Client-Members have Access to their Accounts through their Website
Cardholders have a personal web interface to view their activity, rewards, and dealer offers…
Your store and brand are up-front & prominent.
The entire program is accessible by you and your staff (on a selective basis) from one, secure, easy-to-use website.
Measuring Program Effectiveness is easy
Comprehensive reporting measures movement against an established baseline to determine program performance in real time.
Reporting measures three key metric groups:
Program Utilization Member ContactMember Behavior
You are not left alone to make the program a success at your store…
An IQ7/24 Manager reviews program results and hosts monthly performance calls with dealership as required.
A Start-Up cost of $8,500
As noted, all cards are included. Only other possible extras would be…
If not fully satisfied, you can choose to cancel your LoyaltyTrac program in the 13th month of our agreement.
Interested in moving forward?
Your dealership can be up and running in 5 - 8 weeks.
“The LoyaltyTrac system is delivering an 87% service retention rate with our
Service Rewards customers.”
Ken Dent, Service Manager
Stirling GMC-Pontiac, Washington
“In the first year alone, our Service Rewards program has helped us increase sales in every department, reduce advertising by more than $120,000, and generate more than $1,000,000 from loyalty card members.”
Jim Crutcher, General ManagerBerge Ford, Arizona
“We have increased our service retention by more than ten points
in the first six months on the program.”
Bess Wills, General Manager
Gresham Ford, Gresham Oregon
“We’ve been a LoyaltyTrac user for just over a year and it has been
instrumental in helping us achieve our double-digit annual growth. It’s been one of the smartest business decisions we’ve ever made.”
Rory Klein, General Manager
Klein Honda, Everett Washington
E-mail is the core communication vehicle for LoyaltyTrac. Using it, you can eliminate many traditional marketing costs.
We capture on average 70%+ of client e-mails!
Email is a normal part of everyone’s life
Traditional service marketing is expensive. Think of the costs of phone work, survey distribution and direct mail pieces…you might spend $11 or more per customer per year to keep in touch!
5,000 customers = $55,000 every year!
10,000 customers = $110,000 every year!
An infinite number of e-mail deployments are included in any LoyaltyTrac contract