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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 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...

The Personalized Customer Buying Experience in 2018

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Joe Gumm speaks with David Kain the Host of Kain & Co. about the personalized customer experience and changes to come in 2018 in one-to-one customer engagement in the auto retail industry. What are some of the changes dealers should make when it comes to...

Benefits of a Customer’s Seal of Approval

brand values
Your Brand Values set you apart from the competition. Often brand values are intricately intertwined with marketing and business development strategies. Brand values are intangible promises made tangible through recognizable proven signs for providing value-added service! There’s no fake it ‘till you make it! A...

Bob George, Dealer.com: How to Use Your Data to Convert In-Market Shoppers and Sell Cars

expectationsvideo
Joe Gumm of CBT News speaks with Bob George, Senior Director-Products, Websites and discusses how the platform at Dealer.com is meeting the expectations of online auto shoppers by offering personalized shopping experiences and helping users save time in finding the auto they want. What are...

Bill Wittenmyer: What works best: Human connection or technology?

customersvideo
There has always been a battle between what still works when it comes to the car buying process. Some say the way you greet customers makes a huge difference, as well as writing thank you cards, shaking hands with customers, having face-to-face interactions, calling,...

Andy Medley: Why customers want total control of the car buying process

car buyingvideo
While at the Automotive Analytics and Attribution Summit, CBT's Joe Gumm asked Andy Medley, President and Co-Founder of PERQ, when he believes car shoppers will have more control of the process and discussed his session at the summit, titled "Why Consumers Loathe your Online...

HEADLINES

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Making Changes and Meeting Customer Expectations | Trump administration tax hike might impact car...

  On today's CBT Newscast for Monday, February 19th, 2018: Michael Anderson: Making Changes and Meeting Customer Expectations Consumers have changed and it’s impacting Car Dealerships. Michael...
cusotmersvideo

Zeroing In On Your Customers’ Wants and Needs

  On this week's episode of Straight Talk, David Lewis talks about how to discover your customers' true wants and needs by asking the right...
customer expectationsvideo

Michael Anderson: Making Changes and Meeting Customer Expectations

  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...
sales

4 Opportunities That Create More Sales

Opportunity #1 – Bring your own business To be successful for a long period of time you must create lead generation marketing. Lead generation equals...

Zeroing In On Your Customers’ Wants and Needs

  On this week's episode of Straight Talk, David Lewis talks about how to discover your customers' true wants and needs by asking the right...

Don’t be like everyone else on the demo drive

The demo drive is where the customer falls in love with the vehicle. Don't be like everyone else. Let the customer decide where they...

The 7 Circles of Internet Sales Success – The Coaching Circle

On today's episode of Progressive Retail, Cory Mosley discusses how to increase your sales by using the 7 Circles of high profit, high volume...