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.

How to Up Your Game When it Comes to Engaging with Consumers Online – Mahesh Shah, CDK Global

Mahesh Shahvideo
On today’s show, we’re so pleased to welcome back Mahesh Shah, EVP, Chief Product and Technology Officer at CDK Global. In this segment, Jim and Mahesh discuss what CDK is doing to help its customers engage with consumers now that restrictions are being lifted and local economies are re-opening. Did you enjoy this interview? Please share your thoughts, comments, or questions regarding this topic with host Jim Fitzpatrick at jfitzpatrick@cbtnews.com. Car Biz Today, the official resource of the retail automotive industry. Be sure...

3 Full-Proof Customer Experience Strategies to Use During Tough Economic Times – Shep Hyken, NY Times Best Selling Author

Shep Hykenvideo
We’re pleased to welcome back Shep Hyken, customer experience expert, acclaimed speaker, and New York Times best-selling author. In this segment, Jim and Shep discuss how the customer experience fits into business recovery efforts post-Coronavirus. Did you enjoy this interview? Please share your thoughts, comments, or questions regarding this topic with host Jim Fitzpatrick at jfitzpatrick@cbtnews.com. Car Biz Today, the official resource of the retail automotive industry. Be sure to follow us on Facebook and Twitter to stay up to date or catch-up on all...

Ease Your Customers’ Concerns By Answering These 5 Questions – Brian Moody, Autotrader

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On today’s show, we’re so pleased to welcome back Brian Moody, Executive Editor at Autotrader. In this segment, Jim and Brian discuss how to put customers' fears at ease while showrooms begin to open up again.  Did you enjoy this interview? Please share your thoughts, comments, or questions regarding this topic with host Jim Fitzpatrick at jfitzpatrick@cbtnews.com. Car Biz Today, the official resource of the retail automotive industry. Be sure to follow us on Facebook and Twitter to stay up to date or catch-up on...

Tips for Cross-Device Car Shopper Satisfaction

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Moving into the digital age has, in many ways, made car sales easier. Suddenly, there's access to a much wider audience, with tools that allow for increasing marketing optimization. However, with the proliferation of devices, things have become a little trickier. It's become clear that websites aren't one-size-fits-all; what works on a desktop doesn't necessarily translate well onto a smartphone and vice-versa. With customers switching between devices, you’ll need to ensure that your content is effective across the board. Here are...

What’s the Best Approach When Communicating with Your Clients During This Pandemic? – Joey Coleman, Customer Experience Expert

Joey Colemanvideo
As part of our ongoing coverage of the Coronavirus, we’re pleased to welcome Joey Coleman, customer experience speaker, author, and founder of Design Symphony, a customer experience branding firm. In this segment, Jim and Joey discuss what a customer experience strategy should look like during COVID-19. Did you enjoy this interview? Please share your thoughts, comments or questions regarding this topic with host Jim Fitzpatrick at jfitzpatrick@cbtnews.com. Stay tuned for more COVID-19 coverage right here on the CBT Automotive Network.

6 Ways to Build Trust Among Your Customers and Employees During COVID-19 – Jeanne Bliss, Customer Bliss

Jeanne Blissvideo
  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 segment, Jim and Jeanne discuss the key takeaways from her recent article, "In This Pandemic, Move How You Listen to Customer - From ASKING to UNDERSTANDING." Did you enjoy this interview? Please share your thoughts, comments...

How to Excel at Offering an Exceptional Customer Experience During COVID-19

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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 source of support during this challenging time. As a result, the current desired customer experience will shift due to the nature of the situation. So, how can your dealership still provide exceptional customer experiences while addressing...

How Scott Clark Auto Group Continues to Serve Customers Despite COVID-19 Concerns – Sarah Vantine, Business Development Director

Sarah Vantinevideo
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 interview? Please share your thoughts, comments or questions regarding this topic with host Jim Fitzpatrick at jfitzpatrick@cbtnews.com. Stay tuned for more COVID-19 coverage right here on the CBT Automotive Network.

What Dealers Can Do Right Now to Support and Retain Their Customer Base – Shep Hyken, NYT Best-Selling Author

Shep Hykenvideo
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 have the best experience as possible during these difficult circumstances. Did you enjoy this interview? Please share your thoughts, comments or questions regarding this topic with host Jim Fitzpatrick at jfitzpatrick@cbtnews.com. Stay tuned for more COVID-19 coverage right...

The Many Ways CDK Global is Supporting Their Customers Through COVID-19 – John Hickey, EVP

CDK Globalvideo
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 ensure customers have the support they need. Stay tuned for more COVID-19 coverage right here on the CBT Automotive Network.

HEADLINES

Prime Automotivevideo

Prime Automotive CEO Todd Skelton on How Business Has Changed in the Last 6...

  Prime Automotive Group was growing tremendously before the COVID-19 outbreak. CEO Todd Skelton was tasked with keeping the momentum up while also managing the...
customers

Tips for Retaining Customers Amid the COVID-19 Pandemic

There is no doubt in anyone’s mind that the COVID-19 pandemic has greatly impacted businesses and consumers in a way most people would have...
shift momentum

4 Ways to Shift Momentum in this Uncertain Environment

This morning as I watch the wave’s crash and rest upon the sandy shoreline, it occurred to me that the waves have momentum. Sometimes,...
auto industryvideo

CBT Automotive Newscast: August 14, 2020

Today's Featured Interview: Prime Automotive CEO Todd Skelton on How Business Has Changed in the Last 6 Months Prime Automotive Group was growing tremendously before the...

Generate More Be-Backs with this Step-by-Step Guide

  Before the age of the internet and smartphones, be-backs were done with voicemails and letters. However, today there is so much technology at a...

Mastering Your Vehicle Service Contract Sales

Listen up, F&I managers: When was the last time you took a long, hard look at your service contract sales? Were you happy with...

Eliminating Your Customers’ Fears

 On this episode of the Saturday Morning Sales Meeting, David Lewis of David Lewis and Associates talks about understanding and eliminating your customers' fears...