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 retail, stark differences exist between the auto and marine industries. Major unit sales volume, alone, drives the bulk of the disparities between how each industry […]
Tag: customer experience
The Nexus of Success
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. It revealed the attrition rates of first-time boat buyers. Close to 40% were selling their boats and leaving boating within the first five years of […]
Repair Event Cycle Time
• Industry survey – Your feedback will help to uncover unexpected and effective service items that influence RECT We have heard it before. We will hear it again. Repair Event Cycle Time is the most important KPI to influence customer satisfaction. Boaters only have so many days to get out on their boat. Wind, Waves, […]
Boating Event Planning Basics
Holding a successful customer event benefits your business by generating sales leads, creating avenues for soft selling, building community, elevating trust in your brand and boosting customer experience. Boating events on the water are equally important because you get to share the boating lifestyle, share safety and operational tips with owners and create deeper connections […]
Converting the Forever Shopper
As a boat dealer it is almost a guarantee that you have had repeat customers. Those customers provide such a great feeling. You sold them a boat and then they came back. You did a fantastic job with the first sale. Then service took over and made the customer feel loved. Loyalty blossomed and that […]
Dealership Tip: Boat Storage Drop-off Lot
• Minnesota dealership creates a boat drop-off lot for its storage and winterization customers No one would fault a boat dealer if they chose to maintain the status quo during the seasonal shift from summer to fall, where demand for their Service Department’s time is at its maximum. Demand for storage and winterizing customers’ vessels […]
Redefining Your Approach to Establishing Trust – The Customer Experience Mindset in the Marine Retail Industry
By John Spence, johnspence.com Trust is a complex idea built on multiple pillars, such as honesty, integrity, reliability and competence. In the marine retail context, this translates into transparent pricing, consistent quality and the provision of expert advice. When a customer makes a significant investment, such as buying a yacht, they need more than just […]
Collaboration, Customer Experience and the Boating Community
A video Q&A with Alan Wendt, Soundings Trade Only, and Matt Gruhn, MRAA President, on the current conditions, dealership concerns and the needs within the marine industry.
MRAA Certified Dealership Program Helps Your Business Reach New Heights
• Create a more efficient, effective and resilient dealership that delivers an industry-leading customer experience To properly evaluate your dealership, you need to think like an eagle. According to allaboutvision.com, raptors (birds of prey) have superb vision at a distance, but the eagle is supreme with the ability to see roughly eight times as far […]
Engage More Customers, Use Discover Boating Content to Your Advantage
• Boating content you can use to educate, inform and improve boat owners’ on-the-water experiences Despite having a staff of boating enthusiasts and experts at your disposal, it’s not easy for a dealership to find additional time in the day to devote to writing boating stories that help improve your customers’ individual boating experiences. Designating […]
