Customer Experience

At NADA 2020 in sunny Las Vegas, host Bridget Fitzpatrick was joined on the CBT Stage by John Hickey and Kathy Gilbert from CDK Global. John is the Executive Vice President of North America Customer Experience and Kathy is the Director of Customer Success. VIDEO...

Think about the last time you spent money on a large item, what made you feel comfortable making the final purchase? Was it the price, did the quality of the product inspire you or was it the overall purchasing experience? For you, it was...

At NADA 2020 in sunny Las Vegas, host Jim Fitzpatrick was joined by John Hickey and Michael Seeman from CDK Global. John is the Executive Vice President of North America Customer Experience and Michael is Vice President of Customer Success and Enablement. VIDEO TRANSCRIPT: Jim Fitzpatrick:...

Recently, the CBT Automotive Network was on-location at NADA 2020 in sunny Las Vegas where host Jim Fitzpatrick discussed CDK Global's new customer rewards program with Bob Marvin and Leigh Ann Conver. Bob is the Senior Vice President and Business Leader of Core DMS...

At NADA 2020 in beautiful Las Vegas, host Jim Fitzpatrick was joined by Bill Lucchini, CEO of Dealer-FX, a company that aims to provide the absolute best consumer experience for dealership customers. VIDEO TRANSCRIPT: Jim Fitzpatrick: There's a few dealers that are out there that are...

On today's show, we’re pleased to welcome back Joseph Michelli, New York Times best-selling author and customer experience expert. Joseph also has a new book out titled “The Airbnb Way: 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging”. In this segment,...

We live in what people are calling The Age of the Consumer and for the F&I department, it means a fresh focus on providing an experience that is markedly different than what consumers are used to. A more personalized experience, one that is more...

On today’s show, we’re pleased to welcome back Jenn Reid, Vice President of Automotive Marketing and Strategy Leader for Equifax. Jenn and Jim discuss new developments in the car buying process and how technology is playing a further role in bridging the gap between...

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...

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...