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MRAA, CSI Inc. strengthen member offer

Wednesday, January 11, 2012   (0 Comments)
Posted by: Matt Gruhn
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BOCA GRANDE, Fla. – The Marine Retailers Association of the Americas announced today that it has created an all-new member benefit program with long-time partner Customer Service Intelligence, Inc.

The benefit, which is offered as part of the MRAA Rewards Program and available to MRAA members only, provides a package deal for MRAA members worth a 40-percent savings, or more than $700 off the regular annual price of CSI, Inc.’s services.

"Part of our mission at the MRAA is to help our members run more professional businesses,” says Matt Gruhn, president of the MRAA. "We truly believe that any effort toward that end should include a customer satisfaction measurement tool — a voice of the customer. We’re thrilled to reconstruct our offering through CSI, Inc. and now offer our members an incredible savings on what we consider a recommended minimal investment in such a tool.”

The CSI, Inc.-MRAA benefit provides dealers with 100 customer calls, a five-question survey of each of those 100 customers, daily alerts and monthly reports on the results of those calls for Service customers and Sales customers—both after the sales process and after the delivery process. The pricing, which would normally total $1,810 for the same services, is being discounted by 40 percent for MRAA members only, and the $1,105 package covers not only the surveys, calls and reports but also the entire year’s administrative fees and the staff orientation process.

"When Matt shared with me his belief that every dealer should be doing a minimum of service, sales and 2nd sales follow up, I was in complete agreement and determined to put an affordable package together for MRAA members,” said Becky Thompson, president of CSI, Inc. "If you save just one customer, the CSI program will not only pay for itself but will give you so much knowledge about your dealership and your staff that it will allow you to improve in all areas of operation. The goal is to help dealers keep boaters avid boaters. Our thanks to the MRAA for recongizing the value of how providing a voice of the customer program to dealers can only improve all aspects of their individual dealerships.”

The daily reports generated by CSI, Inc., include customer report cards with all customer comments, complaints and urgent requests flagged on "hot sheets,” or "wow” alerts in addition to a hot sheet status report. The monthly reports provide insight into the success of the calls through a CSI rating profile, a summary of all suggestions, a compilation of all multiple choice questions, a Net Promoter score report and summary, an employee performance report and a non-contact report.

About Marine Retailers Association of the Americas

Celebrating its 40th anniversary in 2012, the Marine Retailers Association of the Americas is the only North American association dedicated to furthering the interests of boat and engine dealers and other marine-related retailers throughout North America. Under the umbrella of MRAA Rewards, the MRAA offers a host of cost-saving, revenue-generating, business-improvement, and professional-development benefits exclusively for its members. For more information, visit