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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.

Talking During the Demonstration Drive

drive
Put the Customer in the Driver’s Seat and Listen Performance strategist Tony Robbins says, “For changes to be of any true value, they've got to be lasting and consistent.” This certainly rings true for our industry today.  Having been in this business for over 35...

Engaging Consumers Without Hassling Them

consumers
Many automotive dealerships strive to boost the level of connectivity between the lead generation elements of the website and the other products and services they use: web analytics, their CRM, payment processors, credit vendors, etc. After all, it’s very important that your dealership’s website...

2020 Best Practices: The Importance of Personalizing Your Customer’s Buying Experience

David Kainvideo
As 2019 quickly comes to a close, dealers’ sights are now set on finishing the year strong and setting up solid expectations for the new decade. If you’re brainstorming new standards for your dealership’s marketing, BDC, and sales training efforts, then our next guest...

Is The Automotive Industry Forgetting How To Connect?

customers
If you stay current with articles on marketing or business in general, you cannot miss the pundits discussing the new face of business –technology, connectivity, speed and customization. I am also quite sure many of you, including me at times, are confused as to...

Don’t Let Bad Phone Habits Disconnect Your Customers

phone
It’s well known that one the quickest ways to increase sales is to improve on the phone.  The opportunity becomes more obvious as the volume of phone calls to businesses skyrockets.  More mobile shopping, more targeted marketing, more car shoppers than ever before. This...

A Customer-Centric Approach to Customer Loyalty

positive customer experience
We know the internet has changed us all. In fact, many professionals in the auto industry believe that vehicle consumers in the future – as soon as five years – will not only be making their purchase choices for new and used vehicles online,...

Selling the Car Buying Experience: Five Ways to Better Engage Customers

car buying
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...

Anybody Can Coach Customer Service if They Have the Right Approach

coach
In a previous article I wrote about dealing with angry customers by acknowledging their concerns, responding with what you can do versus what you can’t do, and transitioning into a resolution or closing out the matter altogether.  That method is the A.R.T. method and...

Bill Wittenmyer Discusses CRM Management, Growing Your BDC, and the Impact of Digital Retailing

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 On today’s show, we welcome back Bill Wittenmyer, partner and Vice President of sales and operations for Elead CRM, a CDK Global company. Jim and Bill discuss why the majority of dealers aren't utilizing their CRMs to their fullest capabilities. They also tackle what...

Technology vs. Human Connection: Which One Does Your Dealership Need?

technology
There's no question; technology is a boon to dealerships. Big data, mobile apps, social media--there are countless ways that tech smooths the car buying journey and bringing foot traffic to dealerships. In this new hi-tech sales climate, it makes sense that some might wonder where...

HEADLINES

Patrick Manzivideo

CBT News Week In Review: January 24, 2020

CBT News Week In Review for Friday, January 24th, 2020: A Year in Review and 2020 Industry Predictions from NADA's Chief Economist Patrick Manzi 2019 for...
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How to Improve Employee Retention and Productivity

As a manager, two of your chief concerns are productivity and employee retention. The first boosts your company's revenue. The second reduces the chances...
deal proposalvideo

Being Transparent During the Deal Proposal

On this week's episode of On the Mark, Mark Tewart urges you not to manipulate or hide any information from the customer during the...
retaining customersvideo

Retaining Customers with Your Smartphone

 We all know using your smartphone for making videos impacts sales, but it’s also good for retaining customers. Sales trainer David Kain, explains how...

Being Transparent During the Deal Proposal

On this week's episode of On the Mark, Mark Tewart urges you not to manipulate or hide any information from the customer during the...

Inspiring Your Customers Through Messaging

On this week's episode of Kain & Co., David Kain talks about how messaging your customers and responding quickly can inspire them to engage...

Addressable Advertising on Cable TV

On this week's episode of Auto Marketing Now, Brian Pasch talks about new marketing opportunities available via cable advertising that some dealers may not...