Customer service has become a key difference-maker in an interconnected world. The growth of social media means a single customer can broadcast what he or she thinks of your company, good or bad. And others can give that message an exponential pop—making or breaking your company’s image. Where customers have multiple options for parts and service, business leaders agree that building customer loyalty based on service is imperative.
Business users who are already comfortable with Twitter are in luck: There are currently hundreds of analytics and time-saving tools available that will enable you to quickly sort through the noise, retrieve the insights you want and generate the reach you’re looking for with minimal effort.
Each year, a few vehicles dominate the automotive landscape. It stands to reason that the most popular vehicles among consumers and specialty-equipment manufacturers would also be among the most profitable for all SEMA members. To help sort the vehicular wheat from the chafe, we examined a series of forward-looking “SEMA Indicators” to see what they might suggest about the crop of cars and trucks that are likely to make the biggest sales impact in 2011.
Chris Fairless has been involved in the automotive specialty-equipment industry for 32 years, combining 10 years in retail and wholesale for Van Iderstine Speed Centers with five years in manufacturing for Russell Performance and 17 years as a manufacturers' representative. He recently became a principal with SS Sales & Marketing. Fairless joined the Manufacturers Rep Council (MRC) 17 years ago, serving on many task forces and subcommittees as well as the MRC Select Committee. He was chosen as the council's chair-elect in July 2010.
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