Home Auto News Customer Experience

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.

Skip the Jargon When Selling Cars

jargon
Anyone who is an expert in his or her field or who has a passion for what they do knows how difficult it can be to tone down the jargon when they’re asked questions. There’s something about jargon that provides a small endorphin rush...

Common Complaints of Female Car Buyers and How to Address Them to Improve Sales – Lisa Copeland, Cars Her Way

female car buyersvideo
 Welcome back to CBT News, today we sit down with Lisa Copeland, Founder of Lisa Copeland Global and CEO of Cars Her Way, to discuss some of the concerns female car buyers have in the dealership. Through her radio shows on iHeartRadio and KTRH...

Train Your Staff to Deliver Memorable Customer Moments with These Tips from Joseph Michelli, Author of ‘Driven to Delight’

memorable customer momentsvideo
 There are many factors that go into providing your clients with an excellent customer experience. We all know the big ones, product quality, convenience, speed, and brand, but what about the equally important but often overlooked ones, like empathy, understanding, and creating memorable moments?...

Why Dealerships Need To Improve Their Customer Experience

service lane
The automotive industry is in a transitional state. Consumer preferences have started evolving past the traditional dealership experience, which means it’s more important than ever that dealerships meet their customers’ needs with a modernized touch.  From long wait times resulting in customer churn, to irritating upselling...

How These Dealerships Leverage Technology In Order to Improve the Sales Process – Alex Damoorgian, Maroone Chevrolet & Volkswagen

technologyvideo
In today's edition of CBT News, Jim Fitzpatrick sits down with Alex Damoorgian, President and General Manager at Mike Maroone Chevrolet North and Mike Maroone Volkswagen, to discuss technology and digital retailing and how Alex uses it to benefit his dealership. Alex says that when...

The 3 Things Consumers Want When Shopping for a Vehicle Online – Ben Ellencweig, McKinsey & Co.

Ben Ellencweigvideo
 Jim Fitzpatrick sits down with Ben Ellencweig, Partner at McKinsey & Co., on CBT News to talk about how dealerships must adapt to the growing online used-vehicle market. With consumers making a large number of their purchases online, from clothing to electronics and even...

Providing the Ideal Car Buying Experience for Single Parents

parents
As of the last Census in 2012, there are 85 million mothers in the United States with children under 18. While the talk about enhancing the dealership customer experience typically involves general conversations about men and women, a recent cars.com survey centers on this...

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...

How to Improve Your Customer Experience with Ride-Share Services – Mahesh Shah, CDK Global

ride-sharevideo
 CBT News sits down with Mahesh Shah, EVP, Chief Product and Technology Officer at CDK Global, to discuss their new partnership with Lyft and Hyundai. Mahesh tells CBT News that this initiative is all about providing a ride-share service and delivering convenience to every...

Surprise and Delight: A Great Customer Service Concept. Or Is It? – Shep Hyken, CX Expert and Best Selling Author

Shep Hykenvideo
 When talking about customer experience, every business owner has probably heard the phrase “surprise and delight your customer”. While this might seem like common sense at first, what if we told you that customers don’t always want to be surprised? In this segment, we...

HEADLINES

newscastvideo

Week In Review: How to Incorporate Dynamic Video into Your Dealership’s Marketing Strategy |...

CBT News Week In Review for Friday, September 20th, 2019: How to Incorporate Dynamic Video into Your Dealership’s Marketing Strategy - Jeff Brown, Force Marketing On...
leadershipvideo

The 10 C’s of Leadership and Trust

In leadership, people don't always have to like you, but they do have to respect and trust you. On this week's episode of On...
succession

The Dealer’s Essential Guide to Succession Planning

In a way, the need for succession planning mirrors gravity. Because, as certain as a ball thrown in the air is to fall, it...
closing the dealvideo

The 7 Most Important Words To Closing The Deal

 David Lewis of David Lewis & Associates gives you the 7 most important words to closing the deal and tells you why you should...

The 10 C’s of Leadership and Trust

In leadership, people don't always have to like you, but they do have to respect and trust you. On this week's episode of On...

The Benefits of Having a Unique Domain Name

On this week's episode of Kain & Co., David Kain spoke with Mike Ambrose, CEO and Co-Founder of .cars. David and Mike discussed the...

Inspecting Your Paid Search Campaigns

On this week's episode of Auto Marketing Now, Brian Pasch talks about how you can inspect your paid search campaigns to make sure you're...