How to Build Your Retention Engine
Applying the TRUST Framework At Sheppard & Company, we’ve worked inside enough dealerships to know that customer retention is rarely lost in a single dramatic moment. It doesn’t usually end
Do You Know Your Customer Retention Rate?
Many Dealers Don’t and That’s a Problem There’s a number sitting inside your DMS (Dealer Management System) right now that many dealer principals have never calculated. It’s not gross profit.
A Leading Indicator of Dealership Health
Employee Net Promoter Score (eNPS) At Sheppard & Company, we’ve learned to pay very close attention to early signals. Not the lagging indicators that show up on a financial statement six or twelve months later,