Customer Experience

  As part of our continuing coverage of the Coronavirus, we’re pleased to welcome customer experience expert and acclaimed speaker, Jeanne Bliss. Jeanne is also the President and CEO of Customer Bliss, as well as the best-selling author of several popular business books. In this...

Like many other businesses, dealership owners now have the task of keeping customers engaged while also accounting for their safety during this COVID-19 crisis. Years from now, customers will remember the companies who were able to creatively meet their needs successfully while also being a...

As part of our ongoing coverage of the Coronavirus, we’re pleased to welcome back Sarah Vantine, Business Development Director at Scott Clark Auto Group. In this segment, Sarah and Jim discuss offering remote services and how dealers should communicate with customers . Did you enjoy this...

As part of our continuing coverage of the Coronavirus, we’re pleased to welcome back Shep Hyken, customer experience expert and New York Times best-selling author of The Cult of the Customer. In this segment, Shep and Jim discuss some strategies to ensure that your customers...

As part of our ongoing Coronavirus coverage, we’re pleased to welcome back John Hickey, Executive Vice President of North America Customer Experience for CDK Global. In this segment, John and Jim discuss how CDK has responded to COVID-19, and what they are doing to...

Earlier this month, J.D. Power released its 2020 Customer Service Index (CSI) Study, which found that customer satisfaction has risen for the fifth year in a row but warned that “the ability to meet customer expectations for prompt service and repairs will be undermined”...

With vehicle prices climbing higher and higher, taking measures to sustain profitability in the dealership is more important now than ever. And there are several ways to do it. Here to lend us his perspective as a high volume dealer is Brian Benstock Partner...

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:...