Boating Industry

May 2016

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CONTENTS Boating Industry 4 | Boating Industry | May 2016 FOLLOW US ON: 8| INDUSTRY MOURNS CHAPARRAL'S JIM LANE 9| HOT SPOTS Thirty percent sales growth for bass boats 10| SAME-STORE SALES REPORT Sales up 5.7 percent for March 10| SEARCH SCORECARD Most listed brands, 2013 to 2015 10| INDUSTRY NEWS Updates from Brunswick Corp., Yamaha, IBEX and more 11| KEY PERFORMANCE INDICATORS Benchmark your performance against fi ve key indicators Q&A 16| BRUCE VAN WAGONER, WELLS FARGO CDF Research 18| EXIT AHEAD Many companies have no plans for exit strategy Product Guide 48| DISTRIBUTORS A guide to marine distributors Top 100 Spotlight 50| CSI AND CUSTOMER SERVICE STRATEGIES DEPARTMENTS Launch THIS ICON IDENTIFIES ARTICLES BASED ON EXCLUSIVE MARKET DATA .com ONLINE TOP 100 APPLICATION If you think you've got what it takes to be on the 2016 Top 100, apply using our online application. The easy online process allows you to work on the application, save it and return to it as much as needed. Applications are due June 27! Go to for more information or to apply. BEST IDEAS WHITE PAPER We've gathered some of the best ideas from dealers across the country, from marketing to service to management. Download the 2016 Best Ideas White Paper for free at KEENER: ARE A FEW DOLLARS WORTH CUSTOMER SATISFACTION AND LOYALTY? In a recent blog post, senior editor Liz Keener shared her customer service experience and how a small gesture can pay big dividends after she had a minor problem with a gift: "Within a day, I had an email response from OYO with an apology and questions about which set it was and which part needed replacing. The email also asked for my address, so the new piece could be shipped. … "I know this fi x cost OYO something. It probably wasn't much, but it was something. Yet, I so appreciate getting a replacement so quickly and without question. I will be making future purchases from OYO not just because the OYO products are cool, but mostly because I know the company stands by its prod- ucts and supports its customers when there is an issue. … "Think about how this could apply to your dealership. … Yes, these things cost money, so you do have to weigh the pros and cons, but think hard before you say no because that one-time $100 hit to your bottom line could make that former one-time shopper into a loyal customer for life." Read more at @BoatingIndustry ONLINE THIS MONTH

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