Category Archives: News / Blog

How the “Thank You Economy” is like PGI. The consumer is changing and how we treat the consumer has become even more important than ever. There was a day when family would pack up the family and go car shopping at their local dealership. They would know the salesmen, the manager and the service department. They would tell their relatives about how much they enjoyed the experience or how they should not go there. Customer service not only meant taking care of the current consumer but also making sure that the word of mouth from them was positive. Know the consumer’s feelings are not only something shared with family or something shared with their friends, it is something that is shared with online communities, online blogging and online review sites. Managing those customer relationships is a large part of what companies need to do to make sure the word about their business is not poorly represented to the mass of people. Responding to those comments that may be unpleasant as well as praising those comments that are pleasant shows that … Continue reading →

The Thank you Economy.  This report is being written with the operations side of the company in mind. I have been with PGI since 2005 and have really experienced the major growth of this company.  With that said I have seen immense changes within the operations side of the business.  The most impactful information I read had to do with the relation of employee treatment to customer satisfaction. It is proven and stated in this book that, treating employees well, employees let that flow to customers (pg.89).  You could say I am biased by agreeing with this. But when the highest ranking company’s in the world like,  Zappo’s/Google/Microsoft focus on the employees before anything else, you have to begin to take notice.  These employees put in great amounts of effort for the company because they are given this kind of effort back to them.  I feel PGI has showed that they are in a similar boat as said company’s and have historically treated employees with trust.  I have seen this trust tapper off with the company’s growth.  I feel it … Continue reading →

It’s been clear to me for years that the principles discussed in “The Thank You Economy” are core to the business model of PGI. Everyone knows Yago. His focus has always been on hands-on customer service, creative solutions to customer needs, and availability. These values trickle down to the rest of the company, and are the reason we consistently see customers return after leaving for pricing reasons, or move to us over competitors. It’s also become clear over the past couple years that PGI has made a shift toward not only expanding our own online presence, but helping clients manage and expand theirs. It seems that data collection and inventory management have become a foundation upon which rests a growing business built around helping dealers manage all aspects of their online presence – not just in terms of inventory visibility, but reputation management, and customer relationship building. Entrenched as I am in the data collection foundation of that vision, I think it’s important that we maintain an awareness and understanding of the Thank You Economy on several levels. First, we … Continue reading →

“The thank you economy” and how that applies to the automotive dealers. by Eric Wilkins Account Manager, Paramo Group Inc. PGI spends an incredible amount of time educating our clients on the importance of digital marketing and how they can stay competitive in this dynamic market.  I feel this market is a reflection of its customers and the impact of what’s purchased.  Studies from Google show average customers spent 4 months researching cars before purchase.  Online reputation and digital assets are critical to conversion.  Understanding and quantifying online reputation and how social media effect buying decisions can seem overwhelming at times. These three statistics in the book The Thank You Economy were interesting when you attempt to connect the relationships online reputation, leads and conversion play at a dealership: · 55% cited great service, not product or price as their primary reason for recommending a company · 66%said that great customer service was their primary driver for greater spending. · 85% of US consumers said they would pay 5% to 25% more money to ensure a superior customer service experience. The … Continue reading →