Customer Experience

Put the Customer in the Driver’s Seat and Listen Performance strategist Tony Robbins says, “For changes to be of any true value, they've got to be lasting and consistent.” This certainly rings true for our industry today.  Having been in this business for over 35...

Many automotive dealerships strive to boost the level of connectivity between the lead generation elements of the website and the other products and services they use: web analytics, their CRM, payment processors, credit vendors, etc. After all, it’s very important that your dealership’s website...

As 2019 quickly comes to a close, dealers’ sights are now set on finishing the year strong and setting up solid expectations for the new decade. If you’re brainstorming new standards for your dealership’s marketing, BDC, and sales training efforts, then our next guest...

If you stay current with articles on marketing or business in general, you cannot miss the pundits discussing the new face of business –technology, connectivity, speed and customization. I am also quite sure many of you, including me at times, are confused as to...

It’s well known that one the quickest ways to increase sales is to improve on the phone.  The opportunity becomes more obvious as the volume of phone calls to businesses skyrockets.  More mobile shopping, more targeted marketing, more car shoppers than ever before. This...

We know the internet has changed us all. In fact, many professionals in the auto industry believe that vehicle consumers in the future – as soon as five years – will not only be making their purchase choices for new and used vehicles online,...

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...

In a previous article I wrote about dealing with angry customers by acknowledging their concerns, responding with what you can do versus what you can’t do, and transitioning into a resolution or closing out the matter altogether.  That method is the A.R.T. method and...

 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...

There's no question; technology is a boon to dealerships. Big data, mobile apps, social media--there are countless ways that tech smooths the car buying journey and bringing foot traffic to dealerships. In this new hi-tech sales climate, it makes sense that some might wonder where...