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I was feeling strong I guess

Honestly Jeff I am just fired up because that data is screaming at me what to do.  Plus, I see all of the sins in our business that caused this.  Quite simply we ignore sales loyalty in marketing, process, pay plans and hiring choices.

Here is another way to look at it.  The highest expressed metric is one where a customer chooses to do business with you twice.  You have to do so much right over such a long time to achieve this and arguably every other up-stream metric impacts it.

In the last 2 months I have asked this exact question over 150 times:

"What percentage of total monthly sales have a prior relationship with the dealership?"

The average response from a dealership is 45%.  The average response from an agency/marketer is 65%

This is why I am fired up