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Customer Experience

Customer experience in your dealership is the way to identify and understand the customer's journey. It means paying attention to the complete, end-to-end experience, not just the individual touchpoints devoted to F&I, service, sales, and follow-up.

5 Trends in Dealership Facility Design

car buyers
Digital shopping is all the rage in the automotive industry. Much attention has been drawn to the online buying habits of potential car buyers. As a result, many industry marketing experts discuss the need for dealers to have modern and easy-to-navigate websites. These are...

Michael Anderson: Making Changes and Meeting Customer Expectations

customer expectationsvideo
  Consumers have changed and it’s impacting Car Dealerships. Michael Anderson, CEO of The Rikess Group, has some suggestions on how you can you can make changes and continue meeting customer expectations. Not too long ago dealerships started using separate telemarketing departments. The Department’s responsibility is...

Jennifer Suzuki: Why taking notes isn’t just about your CRM

CRMvideo
Sales are made by paying attention to details. Jennifer Suzuki, Founder of E-dealer Solutions strongly believes that concept and has embedded it throughout her company. E-Dealer Solutions is an award-winning education and activity based training company focused on improving dealership showed appointments, sales, and...

Is your technology flexible and relatable to customers?

technologyvideo
  We always hear the phrase, "Be where the customers are." Currently, they're online when researching for a vehicle. We also hear that we should be flexible and relatable, and that's a little harder. According to Paul Whitworth, SVP of DMS at Dealertrack, making that technological...

How to Build an Authentic Brand

authentic brand
What makes companies like Coca-Cola, Harley Davidson, Southwest Airlines and Disney successful? Is it because they sell the best product for the lowest price? Not necessarily. These companies are successful because consumers love their brands. Loving a brand goes beyond brand recognition. People don’t buy...

5 Easy (And Cheap) Ways to Increase Your Service Department’s CSI Score

CSI score
The old cliché tells us that ‘Talk is Cheap.’ But every sale in your dealership begins with talk. Likewise, dissatisfied service customers can give you a low CSI rating, not because their repair work was done wrong, but because did not like the way...

How to Handle Negative Reviews

negative reviews
We live in an increasingly interactive world. Social Media and Internet Search capabilities bring us closer to each other and give us unprecedented access to information, opinion, and insights into the world around us. This is especially true when it comes to reviews. Whether...

Four Ways Dealers Can Give Consumers a VIP Experience

customer experience
Not every dealer is rolling in dough. For low to mid-priced brands, it can feel impossible to compete with luxury dealerships that can deliver a VIP experience. However, customers are looking for more than aesthetics, and bootstrapped dealers can still provide an experience that...

Despite the internet’s impact, dealers are still crucial part of vehicle purchase

J.D. Powervideo
  In a recent article regarding the J.D. Power U.S. Satisfaction Index Study, it was shown that when it comes to the car buying experience, the personal touches still matter. In fact, according to Joseph Dobrian, business journalist and contributor to J.D. Power, of the...

Steve Stauning: How to avoid the steps to the sale that customers dislike

Steve Stauningvideo
  As a dealership, you have salespeople who know a lot about the customer's buying process and how to initiate it. Steve Stauning, author, contributor to CBT Magazine, and founder of SteveStauning.com, says knowing the problem isn't the issue. It's causing the problem in the...

HEADLINES

newscastvideo

Brian Benstock: How Paragon Honda Uses Technology to Properly Serve Their Market | ...

On today's CBT Newscast for Friday, April 20th, 2018: How Paragon Honda Uses Technology to Properly Serve Their Market - Brian Benstock Can you imagine the...
The Joe Verde Groupvideo

Why Dealerships Should Consistently Train Their Staff- Eric Edwards, The Joe Verde Group

Among this digital driven world Dealerships spend a lot of money on the technology that drives them. Eric Edwards, Trainer with the Joe Verde...
Paragon Hondavideo

How Paragon Honda Uses Technology to Properly Serve Their Market – Brian Benstock

Can you imagine the day when your customers can ask their Google Assistant to schedule their car for service? Or if their car is...
spot decisionsvideo

Do Spot Decisions Really Help Sell More Cars?

On this week's edition of F&I Today, Becky Chernek talks about making spot decisions and whether or not they actually help your dealership sell...

Do Spot Decisions Really Help Sell More Cars?

On this week's edition of F&I Today, Becky Chernek talks about making spot decisions and whether or not they actually help your dealership sell...

The 7 Circles of Internet Sales Success – Training Circle

On today’s episode of Progressive Retail, Cory Mosley continues his series on the 7 Circles of Internet Sales Success by going over the Training...

Opening the Call: What to say to make a good first...

"The better you are prepared before reaching out to your customer, the better the conversation will be." Opening the call is much like your first...