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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.

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...

What Your Building Design Says About Your Dealership – Nicholas Berndt, AMSI

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The design and layout of your dealership is more important than you might think. It should facilitate exceptional customer service and efficiency, from the showroom to the service department. Remember, the first impression your customer gets when they walk through the door is a...

Customers Need to Like You!

customers
In a Dealership Service Department, the relationship with your customer is “King.” It’s far more important for the customer to actually like you than just about any other single factor. Thankfully, customers want to like you. After all, they chose to do business with...

Boost Dealership Transparency with One-Price Selling – Barry Schwartz, Robertson Honda

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Today, fewer consumers rely on a salesperson to make an informed purchase. Simply put, the internet gives the customer more transparency than the dealer does, but what would happen if the customer and dealer had the exact same information? On today’s show, CBT's Jim...

9 Ways To Speed Up Your Customers Transaction Time

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A faster transaction line means more sales in shorter periods of time – it’s simple math. As we approach some of the biggest holidays of the year, it’s important to check people out quickly to keep your customer service level at the highest standard...

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

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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...

The Top Communication Traits That Every Leader Should Possess

leaders
Take a moment to think of a supervisor, manager, or any other person you have interacted with that was in a leadership position who inspired or motivated you. What was their tone? What did they say? How did they make you feel? It is...

Cause Marketing: How to Grow Loyalty Among Your Employees and Clients – Jody Devere, AskPatty.com

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In this generation of social activism, consumers are trying to be responsible citizens of the world, and they expect the same from your dealership. According to a Nielsen Global online survey, 56% of consumers are willing to pay more for products from brands and companies...

Great Customer Experience Means Consistent Customer Service

customer service
I am Yankees fan and have been my whole life. Not just for these new “Judge & Stanton” years or even the “Jeter” years, but through the 70s and the woeful 80s as well. I have been able to see many great players, but...

Disrupt the Competition by Creating a More Convenient Customer Experience – Shep Hyken, NYT Best-Selling Author

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As we all know, providing an excellent customer experience is the key to running a successful dealership. On today's show, CBT's Jim Fitzpatrick discusses why car buyers today want the purchase process to be hassle-free and convenient with New York Times bestselling author Shep Hyken. Last...

HEADLINES

ford and Volkswagen

Ford and Volkswagen Join Forces

Volkswagon AG and Ford set the auto industry abuzz, announcing they’ve come to agreements regarding an alliance. According to Volkswagen, the plan is for...
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Finding New Paths to Profitability at Your Dealership – Trevor Gile | What Cadillac’s...

Today on CBTNews.com - Wednesday, January 16th, 2019: Finding New Paths to Profitability at Your Dealership - Trevor Gile, Motorcars Honda The annual NADA show is...
tax season

Your Dealership Could Sell More Cars During Tax Season Than You Would Imagine

Let’s face it: taxes are rarely anyone’s favorite topic. Few people look to tax season with anticipation, with the exception of accountants… and dealerships? That’s...
Cadillac

What Cadillac’s Announcement Means for the EV’s in 2019

One of the hottest automotive trends of recent years has been the rise of the Electric Vehicle (EV). With companies like Tesla setting the...

Updating your “Why Buy Here” Proposition

  On this week's episode of On the Mark, Mark Tewart tells you what you can do to update your "Why Buy Here" proposition.

Focusing Less on Conversions and More on Outcomes

On today's episode of Auto Marketing Now, Brian Pasch challenges dealers to focus less on conversions and more on outcomes.

Proven Menu Selling Techniques

 On today's episode of F&I Today, Becky Chernek discusses how over-complicated menu selling can be detrimental to your success, and how being consistent and...