How much does ineffective communication and missed expectations cost you on an annual basis? How many of your boat owners become frustrated due to missteps in fulfilling service, parts or warranty promises? How many customers are you losing because poor performance makes boating too much of a hassle for them? How much longer can you retain customers who are frustrated by a lack of responsiveness or follow-through? And how much of this is under your control versus the control of your dealer or manufacturer partners? A lack of conversation around performance within the dealer-manufacturer relationship may already be costing you a great deal.
Explore the six critical touchpoints where the dealer-manufacturer relationship impacts the customer experience.
View the key Performance Categories that drive the customer experience for today’s boat dealers.
Take a look at the key Performance Categories that drive the customer experience for boat manufacturers.
At the MRAA, we know how important customer satisfaction is to the success of your business. And we also know that you rely heavily on your business partners to meet your business’ expectations in order to deliver an outstanding customer experience. The problem is that, in the marine industry, the systems and processes that exist (or don’t exist) between today’s dealers and manufacturers aren’t effective at fostering collaborative conversations for dealers or manufacturers to meet and exceed the expectations of their partners or of today’s demanding customers. We believe this reality creates an enormous gap between the customer experience we should be delivering and the customer experience that, unfortunately, continues to foster high levels of first-time boat buyer attrition. We understand the inherent challenges that dealers and manufacturers face in meeting consumer demands, and that’s why we have created a comprehensive Dealer-Manufacturer Scorecard Program that features customized Scorecards, an online delivery mechanism, an insightful reporting process, and the opportunity for you to create meaningful conversations between you and your partners. Here’s how it works: Enroll today, gain insights into your partners’ feedback, and begin improving your go-to-market strategy today. Sign up today so you can stop wondering how to grow your business and start gaining insights from the partners that matter most in your path to success.
Collaborative effort between the MRAA board and leading manufacturers and suppliers focuses on driving improvements in the customer experience. By Matt Gruhn, MRAA President In the world of major unit
The relationship among dealers, manufacturers and customers is more critical than ever. By Matt Gruhn, MRAA President In 2018, an eye-opening report surfaced about the health of the marine industry.
How the strength of the dealer-manufacturer relationship drives customer loyalty. By Matt Gruhn, MRAA President “Don’t split up the team,” Christina Fliakos said. Nearly 50 dealers and manufacturers paused their
In the game of trying to stabilize inventory, there really is no difference. By Matt Gruhn, MRAA President Have you ever played The Beer Game? No, I’m not talking about
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