It’s no secret that consumers position used car dealerships and salespeople in their minds as crooks, slimy, sleazy, scum, lairs etc. ( I don’t need to go on.) So, how does a used-car retailer overcome that stigma and become the United States largest used-car retailer and a Fortune 500 company?
You start by building a new type of used car company. One that is centered around consumer worldviews. The company that I’m talking about will show you why every business or organization today is in one business: the customer service business. That what the consumer wants is not a great looking mascot, logo, or tagline but a new and remarkable experience.
Carmax is this company. They’re the United States largest used-car retailer and a Fortune 500 company. They quickly realized that in order to differentiate themselves from the competition they needed a quick snapshot of the perceptions that exist in the used car market and from that snapshot, they discerned the strengths and weaknesses of their company and competitors as they exist in the minds of their target customers.
What did they come up with? About 15 reasons you should buy from them, but let’s take a look at the three I hear most consumers talk about:
How can you learn from this?
Question: What makes you stand out from your competition?
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