According to Joe Marconi, a solid marketing plan begins and ends with the customer experience.

Why Net Promoter Score is a crucial metric for any shop to track

How to leverage online customer reviews for continued growth

A look inside the community-focused Chantilly, Va., shop

There is one aspect of our businesses that will always give us an edge over dealerships and chains

Jamie Dodd focused on branding her shop’s customer service to raise annual revenue 35 percent

Every customer should be viewed as an opportunity for referrals

Charlie Gorman, former COO of the Equipment and Tool Institute, explains the results of the organization’s market research study on new car–buying preferences of consumers

Customers share what keeps them committed to their favorite shops

More shops are committing marketing dollars to CRM services, but customers aren’t noticing. Where’s the disconnect?

Making significant business changes without considering customer impact can lead to trouble