Customer Experience

Anyone who is an expert in his or her field or who has a passion for what they do knows how difficult it can be to tone down the jargon when they’re asked questions. There’s something about jargon that provides a small endorphin rush...

 Welcome back to CBT News, today we sit down with Lisa Copeland, Founder of Lisa Copeland Global and CEO of Cars Her Way, to discuss some of the concerns female car buyers have in the dealership. Through her radio shows on iHeartRadio and KTRH...

 There are many factors that go into providing your clients with an excellent customer experience. We all know the big ones, product quality, convenience, speed, and brand, but what about the equally important but often overlooked ones, like empathy, understanding, and creating memorable moments?...

The automotive industry is in a transitional state. Consumer preferences have started evolving past the traditional dealership experience, which means it’s more important than ever that dealerships meet their customers’ needs with a modernized touch.  From long wait times resulting in customer churn, to irritating upselling...

In today's edition of CBT News, Jim Fitzpatrick sits down with Alex Damoorgian, President and General Manager at Mike Maroone Chevrolet North and Mike Maroone Volkswagen, to discuss technology and digital retailing and how Alex uses it to benefit his dealership. Alex says that when...

 Jim Fitzpatrick sits down with Ben Ellencweig, Partner at McKinsey & Co., on CBT News to talk about how dealerships must adapt to the growing online used-vehicle market. With consumers making a large number of their purchases online, from clothing to electronics and even...

As of the last Census in 2012, there are 85 million mothers in the United States with children under 18. While the talk about enhancing the dealership customer experience typically involves general conversations about men and women, a recent cars.com survey centers on this...

Wait time is a perceptual thing. Depending on many factors, time can either stretch or contract. When creating your dealership’s waiting room, you want to make customers feel like time is flying -- or at the very least that it’s not being wasted. Generally, the...

 CBT News sits down with Mahesh Shah, EVP, Chief Product and Technology Officer at CDK Global, to discuss their new partnership with Lyft and Hyundai. Mahesh tells CBT News that this initiative is all about providing a ride-share service and delivering convenience to every...

 When talking about customer experience, every business owner has probably heard the phrase “surprise and delight your customer”. While this might seem like common sense at first, what if we told you that customers don’t always want to be surprised? In this segment, we...