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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.

Five Ways to Turn Customers into Ambassadors for Your Dealership Brand

ambassadors
What is more powerful than well-drafted ad copy, video content, or a social media post about your dealerships discounts? You may be surprised to find that it has nothing to do with any dialogue you create regarding your dealership. According to a survey by...

Four Ways to Help Consumers Move Past Anxiety During the Car Buying Process

car buying experience
When you hear accounts of those who have purchased cars or articles that touch on the emotional side of the car buying process, many mention the feeling of anxiety. From walking into the dealership to deciding how much they are willing to pay, consumers...

One-Line ROs

one-line ROs
A few Fridays ago at the dealership I was visiting, we had a meeting and discussed some important metrics surrounding increasing sales. The topic of One-line ROs over 30,000 miles was approached. This was a painful reality to comprehend because we had 77 percent...

Five Ways Social Media Can Help You Enhance the Customer Experience

social media
Typically, when we discuss the impact of social media, the discussion quickly turns to marketing and branding. While this is the primary purpose for social media platforms, savvy dealership marketers can use specific social media features to improve a customer’s overall experience. Social media...

Effective Ways to Address Difficult Customers

difficult customers
If you have worked in the Service Drive for, let’s say, 15 minutes or longer you probably understand that there is a fair share of difficult customers you will encounter. As I come up on 40 years in retail service department experience, I can share...

Creating Post-Purchase Surveys That Yield Useful Results

surveys
Customer feedback is a valuable tool for businesses of all kinds, and dealerships are no exception. Feedback allows you to fine-tune your operation, strengthening what works and cutting what doesn’t. Collecting customer feedback can be as simple as speaking one-on-one with a customer throughout the...

Not Just a Dealer, but a Teacher

automation
The sheer variety of models and features available on lots today is staggering. Where once shoppers had only a handful of options to choose from, the modern auto customer can pretty much customize his or her vehicle without putting an order into a manufacturer...

How to Increase Sales at Your Dealership with AI Powered Assistants – John Ruble, Conversica

AIvideo
f AI powered assistants have shown to be highly effective for increasing sales, quality of service, and improving other activities around the dealership. These virtual aides help dealers handle more sales leads and manage your most viable follow-ups. Joining Jim today to further discuss artificial...

How to Become More Customer Centric at Your Dealership – Jim Roche, Xtime

customer-centricvideo
The quality of your customer’s overall experience in the service department can have lasting consequences on your dealership; good or bad. In anticipation for this year’s changes in the automotive retail market, our guest today has some great strategies for delivering the unique buying...

The Chick-fil-A of Car Dealers

chick fil a
It’s no secret that the dealership model is under attack in America. From subscription alternatives that could bypass traditional dealers to startups like Carvana claiming they provide a better way to buy a car; it sometimes feels like everyone is out to eliminate the...

HEADLINES

customersvideo

Don’t Make Your Customers Feel Uncomfortable

 Like it when customers get in your face?  Of course not.  Then why do some salespeople crowd customers during the greeting?  It happens, but...
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Shawn Hays on Personal Branding, Setting Goals and Managing Salespeople | Manage Your Dealership...

Today on CBTNews.com - Monday, March 25th, 2019: Shawn Hays on Personal Branding, Increasing Closing Percentages, Setting Goals and Managing Salespeople On today’s show, we welcome...
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Shawn Hays on Personal Branding, Increasing Closing Percentages, Setting Goals and Managing Salespeople

On today’s show, we welcome back Your Car Guy Shawn Hays, co-founder of Sales Hustler and sales manager at Dan Cummins Chevrolet and Buick...
time management

Manage Your Dealership and Your Time

You invest many resources in your dealership. Out of those, perhaps the most valuable is time. For this reason, time management is critical for...

How to Deal With a Best Price Shopper

Most car buyers come into the dealership with the fear that they will be pressured into buying something that's not really what they want....

Slowing Down in the Service Process

On this week's episode of the Weekly Tune-Up, Almog Veig of David Lewis & Associates talks about how slowing down in the beginning of the...

Accountability and What It Is Worth to Your Business

Your culture, what’s that worth? Team morale, momentum, your brand, the customer experience, the team member experience, your own credibility as a leader. You...