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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.

Phone Calls: The Good, the Bad, and the Exceptional

phone calls
Competition is heating up.  Shoppers are more informed than ever.  Margins are shrinking. Amid the challenges and chaos of a modern dealership, one thing remains certain: the best opportunity for you to sell more cars is to do more with the leads you already have....

Moving Dealerships From Transaction-Centric to Customer-Centric

customer
Looking to 2019 and beyond, margin compression and customer expectations are among several factors that will increase, while more pressure from both existing and new competition will complicate the automotive landscape further. In the face of these challenges, dealerships will need to embrace rapid...

The Most Appealing Features for Car Buyers Now

features
Cars have always been at the forefront of innovation, but lately they’ve really taken off. It seems like every company is racing to cram the most hardware and software into their models--and that’s before we even get to discussing electric vehicles and their makeup. With...

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

Bill Wittenmyervideo
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...

How to Identify Your Dealership’s Strengths and Weaknesses – Max Zanan, Author of “Car Business 101”

Car Business 101video
On today’s show, we welcome back Max Zanan, automotive retail consultant, and best-selling author of “Perfect Dealership” and “Car Business 101”. In this segment, Max and Jim discuss how to accurately assess your dealership’s strengths and weaknesses. VIDEO TRANSCRIPTION:  Jim Fitzpatrick: Max Zanan, we'd like to...

What Customers Actually Want in the Waiting Room

waiting room
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...

Increase Consumer Loyalty at Your Dealership with These 4 Customer Experience Strategies – Joseph Michelli, NYT Best-Selling Author

Joseph Michellivideo
On today’s show, we welcome back Joseph Michelli, customer service expert and New York Times best-selling author, to discuss how your dealership can develop a worthwhile customer service strategy. VIDEO TRANSCRIPT: Joseph Michelli: Hey Jim, it's great to be back with you, thanks. Jim Fitzpatrick: Sure. So you...

Attracting Customers with Better Incentives

incentives
Negotiating and haggling when shopping for a car can oftentimes be awkward and frustrating, but it is made even more difficult if dealerships are not honest and transparent about pricing. There are thousands of articles named things like “How to Avoid Being Scammed by...

Incorporating Your CRM with Your Phone Process to Capitalize on Leads – Mike Haeg

CRMvideo
 Every dealer knows it costs hundreds of dollars just to make the phone ring, but integrating a CRM to your sales calls can help your dealerships capitalize on those selling opportunities in a more efficient way. Joining CBT's Jim Fitzpatrick is Mike Haeg, Vice President...

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...

HEADLINES

newscastvideo

Is Your Dealership Getting Fooled by Vanity Metrics? | 7 Tips For Evaluating Your...

Today on CBTNews.com - Wednesday, May 22nd, 2019: Is Your Dealership Getting Fooled by Vanity Metrics? - Jonathan "JT" Thompson, Force Marketing Despite positive page views...
vendors

7 Tips For Evaluating Your Vendors

Any business owner will tell you that the success of their business depends greatly on both the vendors and suppliers that they choose. While...
car buying experience

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

When you hear accounts of those who have purchased cars or articles that touch on the emotional side of the car buying process, many...
Tip of the Dayvideo

Getting Out of a Rut

In a rut?  It happens to the best of us. Forget about why you’re in it.  Mark gives you three simple steps to get...

Creating a Marketing Strategy with Cable TV Advertising

On this week's episode of Auto Marketing Now, Brian Pasch talks about how to create a targeted and efficient marketing strategy by utilizing cable...

The Importance of a Dream Team Concept

On today's episode of F&I Today, Becky Chernek discusses the importance of a Dream Team concept between sales and F&I as well as how you...

Having the Willingness to Win

The retail auto industry can often times feel like a race. Sometimes we're racing against coworkers or the competition, while other times we're racing...