The Face of Today's Internet Customer

In the 1980's, nobody had heard of the world wide web. We weren't surfing the net for information, buying things online or playing games on facebook. In 1993 there were only 623 websites. By 1994 that number had grown to 10,022 and in 1995 the number rose to over 100,000*. The Internet continued to grow at lightning speed. By the end of 2011, the number of Internet websites exceeded 366 million.

We can all agree the Internet revolution took the world by storm. The birth of the digital age gave a whole new meaning to that popular slogan, "let your fingers do the walking" by instantly putting a wealth of information at our fingertips. The "face of the customer" evolved as well. The uninformed customer will soon be extinct as more and more people young and old continue to venture out in the world of the Internet. Today's customer is more often than not, educated about the product they desire. They have spent countless hours researching the product, reading customer reviews and comparing prices. The automotive Internet customer is no exception. This customer is armed with information, assuming responsibility for their buying decision.


The automotive industry has struggled somewhat with how to interact with their potential customers. The availability of so much information is continually changing the way dealerships not only obtain customers but also how they retain them. What many dealerships fail to realize is that the customer's focus is not solely about price. Customers want a reasonable price, transparency, consistency and to like you.

Price - It is estimated that a customers decision to buy generally follows the 20/80 rule. That means the customer is 20% focused on price and 80% on customer experience. This rule further validates the belief that the dealership must offer their customer a "complete package" type of experience. A low price is simply not all the customer is looking for, and a store that overlooks the importance of customer experience will lose out in the end.


Transparency - You can be sure that customers have a mental list of questions (perhaps even a written list) and they are looking for answers. They will not be satisfied with answers to only some of their questions. Remember, the Internet customer is looking for a dealership where they can get it all. If you aren't answering ALL their questions they will not be satisfied. Transparency takes away doubt and increases the customers feeling that they are being treated fairly.


Consistency - Dealers must provide a consistent environment both online and off. Say what you mean, and mean what you say! If a dealership provides an Internet customer with a discounted internet price, they better be prepared to honor it in the store. If the customer sees inconsistency they will become defensive and believe the dealership is being less than honest. Do you claim customers will receive excellent customer service? Best deals in town? The claims you make are promises to the customer. If you don't follow through with the promises you make, your store's reputation will suffer and customers will not believe what you say.


Is it love - When we get right down to it, customers are no different now than they were 20 years ago. The only thing that has changed is the way many of them go about collecting the information they need. Customers want to buy from someone they like. They want to work with an honest person and a place where they feel comfortable and welcomed. Do your customers leave singing "I Like It, I Love It, I Want Some More Of It"?


Today's customer can easily find out what other customers think about a business. The digital age has opened up a number of ways for customers to leave their feedback about their experiences. Are you leaving your customers with the right impression? Did you provide such an excellent customer experience that they will be your customer for life? Review sites are your personal report card. Your "grade" is a direct reflection of the effort you put in, your attentiveness to detail and the personality you displayed. If you didn't get an "A" maybe it's time for an honest evaluation of self.



Rexanne Smith
Queen of Cars

(205) 989-4238

2013 Nissan Altima

2012 Nissan Maxima

*http://smithsonian.yahoo.com/timeline.html

I Don't Need No Autozone

I am a proud Nissan Altima owner.  My Altima has been a pleasure to own, a joy to drive, and I have never been more happy with any vehicle I have owned. Besides normal maintenance, I have had little inconvenience out of my Altima.  My 17 year old daughter drives my wonderful little Altima and she called me Friday morning to tell me the driver's side, low-beam headlight bulb was out.  

Now I don't know much about vehicles.  I know how to check the oil, power steering fluid, windshield wiper fluid and tire pressure, but that's about it.  Still, I know enough that replacing the headlight bulb can't be that big of a deal, right?  I had her meet me at our local Autozone so that we could pick up a new bulb.  The guy at the counter was kind and had mercy on us "women folk."  Because he had changed out the headlight bulb on an Altima once before he offered to take care of it for us.  Out to the parking lot we went for what I thought would be fast and painless - NOT!  The poor Autozone guy struggled with changing the bulb. Twenty minutes or so passed before he was finished.  Are you ready? The headlight still wouldn't work.  He went in and got another bulb just in case the one he had just put in was bad.  Another 15 or 20 minutes went by only to find out the low-beam headlight still wouldn't work. With the hot sun beating down on us at mid-day, two bulbs and 40 minutes later we were all standing out in the Autozone parking lot seemingly dumbfounded.

The little Autozone guy suggested it was a wiring problem.  He had no more than said those words when a more seasoned Autozone man just coming back from lunch walked past us. He yelled out to him and then there were two......two Autozone guys and a headlight that wouldn't work.  We could almost make a song about this, right?  The "seasoned" Autozone man checked to ensure the bulb was in correctly.  He then, suggested they check the fuses.  Still, they found no reason for the non-working headlight.  They both agreed it must be a wire issue.  The little Autozone guy went back into the store to get a gadget so they could do a test to see if there was any power getting to the headlight. Test result - NEGATIVE - No electricity was getting to the headlight.  Nearly an hour had passed and all I had was two sweaty Autozone guys and a headlight that still wouldn't work.  They both agreed once more that it had to be a wire issue.

Hot and frustrated, I pleasantly thanked them for their time while making a mental note that my Altima was going to have to visit the mechanic. I was already preparing myself for the possibility that this could get expensive. I talked with our Service Department and was told to bring it in early Monday morning.

Over the course of the previous hour and a half, I had sent my boyfriend a text to let him know of my troubles.  Shortly after arriving back to work he sent me a text that he would look at it on Sunday and check the fuses again.  Gotta love google, right?  He had googled my problem and found a site where a Nissan technician had answered a question about another 2005 Altima with the same problem as mine.

Do you know how many fuse boxes are in your vehicle?  There was another fuse box on the passenger side that the Autozone guys had not been checked.  The problem all along was a blown fuse.  Cost to fix = $3.00.

This experience has left me more knowledgeable.  I now know how to check my fuse box, recognize bad fuses and replace them.  Thanks to the Autozone guys for trying, but a bigger thank you to my Jason for fixing it and better yet, showing me something else I can do for myself where my car is concerned.  I am woman, hear me roar  =)

Rexanne Smith
Queen of Cars

Pre-Order the New 2013 Nissan Altima

As if the sedan's chic, new appearance and its ability to get 38 mpg on the highway weren't enough to get you interested in the all-new, redesigned 2013 Nissan Altima, the automaker is increasing the odds with another incentive:  A three-year/45,000 mile complimentary maintenance program.

4-cylinder trim levels: 2.5 2.5 S 2.5 SV (available with Convenience and Navigation Packages) 2.5 SL (available with Technology Package) V6 trim levels: 3.5 S 3.5 SV (available with Navigation Package) 3.5 SL (available with Technology Package)

Now, there are a few conditions: You have to put down a $49 (refundable) pre-order fee on a new 2013 Altima by June 25, 2012, and the offer is only available to the first 25,000 customers. In addition, the entry-level Altima 2.5 Base model is not included, and customers must confirm their pre-orders with local dealers by July 9, 2012, then take delivery of their new rides by Oct. 31, 2012.

Even still, this program provides up to $700 in benefits, including:

·         No more than six engine oil and filter changes

·         No more than six tire rotations

·         No more than five replacements (three in-cabin microfilter changes, as well as engine air filter and brake fluid changes)

·         No more than 11 inspections

·         Tire Road Hazard Protection (not available in Florida)

·         A car rental allowance of up to $35 during the vehicle’s 30,000-mile service

Don’t forget, you also get a brand new Altima, too, with an MSRP that is expected to begin around $22,500 for four-cylinder models and $25,360 for those with a V6.  More information on pricing should be available soon.

For more information on pre-ordering {a new 2013 Altima|an all-new 2013 Altima|a new 2013 Nissan Altima} contact:

Rexanne Smith

“Queen of Cars”

Crown Nissan

(205) 989-4238

www.facebook.com\alcarqueen

Alabama Awaits the Arrival of the All-New Nissan Altima

Birmingham Alabama Nissan dealers are anxiously awaiting the arrival of the all-new 2013 Altima.  The Altima sedan is the focus model of Nissan’s lineup.  The Altima is the single largest demonstration of the Nissan brand attributes –trust, quality design, innovation and driving experience.  The Nissan Altima delivers unrivaled innovation and excitement.  It offers contemporary technology that sets a chic new direction for the midsize sedan segment.

Nissan has high hopes for the new 2013 Altima.  With added technology, improved fuel efficiency and a long list of standard features, Nissan has big plans to make the new 2013 Altima number one in its segment.  Look out Camry!  The Nissan Altima has been a major contender in the mid-size market for decades.  This is the year they plan to wow the competition and consumers alike.

The new 2013 Altima will still be available with either a 2.5 4-cylinder engine or a 3.5 V6. The difference in the 2013 engines lies in the 2.5 engine.  The overall mass of the 2.5 4-cylinder engine has been reduced by adding an aluminum exhaust manifold and by using a smaller starter motor and hollow cast centers on the camshafts.  These changes enhance fuel economy, reduce emissions and enhance power output.

Changes to the suspension and steering help improve dynamic performance and provide more comfort.  Premium name-brand shock absorbers help reduce road related noise, vibration and harshness.  The new hydraulic power steering system enhances fuel efficiency because it doesn’t depend on engine power.

Birmingham Nissan dealers are probably most excited about the new exterior and interior design and also the trim levels available on the new Altima. The all-new 2013 Altima sedan trim levels and packages have been revised and are as follows:

4-cylinder trim levels:

2.5

2.5 S

2.5 SV (available with Convenience and Navigation Packages)

2.5 SL (available with Technology Package)

V6 trim levels:

3.5 S

3.5 SV (available with Navigation Package)

3.5 SL (available with Technology Package)

The all-new exterior styling includes a wider, more aggressive stance, a longer sloping roof line and attractive chrome door handles and window trim.  The aerodynamic design reduces wind noise and enhances fuel efficiency. The new Altima also comes with a Smart Automatic headlights system which is much more intuitive.

On the inside of the new Altima, consumers will find all-new styling which includes soft-touch armrests and chrome, wood-tome or metallic-textured trim.  The NASA-inspired zero-gravity front seats reduce fatigue when driving long distances.

The new 2013 Nissan Altima has an array of standard and optional features that were previously unavailable.  These include Remote Engine Start, NissanConnect, Navigation System, Advanced Drive-Assist Display, enhanced Tire Pressure Monitoring system, Blind Spot Warning, Lane Departure Warning, Moving Object Detection and Pandora connectivity. 

As you can see the new 2013 Nissan Altima is going to be a breath of fresh air.  With advanced technology, enhanced performance and a history of being a reliable brand, the new 2013 Nissan Altima is sure to give Toyota a run for its money.

Rexanne Smith

Queen of Cars

(205) 989-4238

2012 Nissan Juke vs 2012 Hyundai Tucson

The Hyundai Tucson is Hyundai’s compact crossover SUV, built on a platform shared with the Kia Sportage. The entry-level GL comes with a 2.0-liter 4-cylinder engine and front-wheel drive. The GLS and Limited come with a 2.4-liter 4-cylinder and the choice of front or all-wheel drive.

The Hyundai Tucson is a stylish and versatile small crossover. The Juke, however, offers its own cutting-edge style and personality, along with advanced features and technologies that the Tucson can’t match.

Key Juke Advantages

• Turbocharged engine with more horsepower and toque
• Direct Injection Gasoline (DIG ™)
• Xtronic CVT (vs. 6-speed automatic trans)
• Available torque vectoring AWD (vs. conventional all-wheel drive)
• Available Nissan Intelligent Key ® with Push Button Ignition
• Available Integrated Control (I-CON) system
• Better estimated fuel economy (1)

Juke enhances the Nissan crossover lineup by providing an option for customers that desire a smaller vehicle that still provides a crossover “feel”. The Nissan Juke is a uniquely styled, high tech and fun to drive vehicle offering performance and eco-conscious attributes.

While the younger generation was thought to be the main demographic for the Nissan Juke, they have found it appeals to all age groups because of its unique expression of style and fun to drive spirit!

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Rexanne Smith

Queen of Cars

Comparing the 2012 Nissan Maxima against the 2012 Toyota Avalon

The Toyota Avalon is Toyota’s fanciest sedan. Avalon is aimed at buyers who are looking at full-size sedans, including the Nissan Maxima. How does the Maxima stack up when compared to the Avalon? The Nissan Maxima provides ample interior room, and it has more front leg room than Avalon. Nissan Maxima also delivers sportier dynamic performance and offers several comfort and luxury features not available on Avalon.

Reviewers say the 2012 Toyota Avalon offers plenty of comfort and space, but its high price and uninspiring performance make it less appealing than other affordable large cars.

The 2012 Toyota Avalon continues to offer a comfortable ride, roomy accommodations and more than enough power to get out of its own way. However, the automotive press generally agrees that the Avalon isn’t the most engaging car to drive.

The Nissan Maxima is the Nissan flagship that embodies Nissan’s best in commanding performance and workmanship: the four door sports car. It incorporates some of the most advanced technologies Nissan has to offer, while providing an enthusiastic sport sedan driving experience. Its strong heritage gives Maxima a loyal base of satisfied customers and repeat buyers.

The Nissan Maxima is currently classified in the Upper Middle Sedan market segment, although it is frequently cross-shopped with Lower Middle and Near Luxury competitors. Maxima buyers are attracted to its performance heritage, aggressive styling, and its luxurious, sophisticated interior.

Key Maxima Advantages

• More horsepower and torque
• Xtronic CVT with Drive Sport mode
• Available paddle shifters
• Vehicle-speed-sensitive power steering (vs. engine-speed-sensitive)
• Larger wheels and tires
• Available high-performance tires
• Available dual panel moonroof
• Available rear bucket seats
• Available heated steering wheel
• Available hard-drive-based navigation system1 (vs. DVD-based)
• Available NavWeather™2
• More front leg room
• Larger fuel tank

AWARDS AND RECOGNITION

For the fourth year in a row, Maxima has won the Residual Value Award for Best Full Size Car.

“The Maxima proves for the fourth year in a row that restrained pricing for a long list of standard features and luxury-inspired styling yields strong residual values.”

2012 Kelley Blue Book Best Resale Value Awards.

Maxima was named Best Full-Size Car. “Flagship of its corporate fleet, the 2012 Nissan Maxima melds sport-sedan
character with large-sedan practicality in an engaging combination that also puts it ahead of its competition
with respect to long-term value.”

Those that admire the Nissan Maxima are usually looking for excellent performance and aggressive styling.  Buyers want performance and a vehicle that is fun to drive. These buyers are also interested in a sedan that offers premium features. Does that sound like you?  If you would like to see if the Maxima is a vehicle you would like to consider, call me at (205) 989-4238 to schedule your no-obligation test drive.

Rexanne Smith

“Queen of Cars”

Crown Nissan, Birmingham AL