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So far Doug has created 7 blog entries.
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Sell More Cars in Less Time

  The car industry believes that customers do not want to spend hours buying a car so sales consultants need to reduce the time customers spend at dealerships. This way of thinking looks at the problem too simplistically.  Customers understand that buying the largest or second largest purchase they will ever make takes time.  The [...]

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Customers for Life

Over the last few years, more and more companies have begun offering dealers, technology that is designed to predict which of YOUR customers (the information is derived from your database) is most likely to buy a car in the near future. Once you have this information, you would presumably, contact these customers about purchasing another [...]

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Compounding Effect of Loyal Customers

According to financial advisors, one of the biggest financial advantages that anyone can take advantage of, is compound interest.  The beauty of compounding is that it allows you to earn interest on your savings and then that interest earns interest on itself and this amount is compounded monthly.  To work, compounding requires two things: the [...]

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The Experiential Company

  Why is it that some businesses thrive while others struggle?  Why does a grocery store chain have a cult-like following while another chain files for bankruptcy?  What creates an opportunity for a new entrant to take on long established industry giants?  I think the answer to all of these questions can be found in [...]

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The Impact of Improving the Customer Experience

A recent study by Forrester quantified the monetary effect of increasing customer [...]

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Value Equation

The Value Equation is a formula which guides ALL purchasing behavior. Every customer purchases or does not purchase a product or service based on the following equation: VALUE = Benefit – Cost Value being defined as that which determines if a purchase is “worth it.” For example, if you go into a consumer electronics store [...]

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Transaction vs. Experience

With the release of my new book, Turn Every Transaction into an Experience, I feel it is necessary to define what I mean by this term. Here is an excerpt from my book: Let’s start by defining the word experience and contrast it with the word transaction. According to the Merriam-Webster Dictionary, transaction is an [...]

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