Customer Experience

Often what makes one dealership stand out from the others is not their product but their service. In today's world of individualized marketing, customers are used to shopper-centric buying journeys and are highly sensitive to any perceived pain points along the way to a...

I know a thing or two about dealing with angry customers.  A big part of my time at college was spent on a phone line dealing with angry customers all day working on a “resolution desk”, which was simply a team where all angry...

If you’ve been browsing almost any industry online in the past few years, you’ve encountered live chat widgets. They typically pop up in the lower right corner of your screen and can seem irritating when you’re still high in the sales funnel. But for today’s...

As Bob Dylan famously put it, "The times they are a-changin." While once customer communication was a reasonably straightforward affair, today, every interaction along the car-buying journey brings with it many minute, but essential, considerations. Should you cold call? Cold email? Cold text? At...

What is more powerful than well-drafted ad copy, video content, or a social media post about your dealerships discounts? You may be surprised to find that it has nothing to do with any dialogue you create regarding your dealership. According to a survey by...

Once upon a time, there were only a few car models in existence, all with a limited number of features. Demonstrating how a car worked was a simple matter, and those who didn’t already know how their new vehicle worked were easily brought up...

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...

Recalls are never good news for customers. At best, it means the added inconvenience of scheduling an appointment, waiting for the repair, and/or leaving their vehicle with the dealership. At worst, unaddressed recalls can cause accidents, or induce fear of potential issues. In 2018, around...

Competition is heating up.  Shoppers are more informed than ever.  Margins are shrinking. Amid the challenges and chaos of a modern dealership, one thing remains certain: the best opportunity for you to sell more cars is to do more with the leads you already have....

Sometimes driving up sales is as simple as investing in a good pressure washer. The general appearance and cleanliness of your dealership, staff, and other client-facing elements can improve with little changes that make significant differences.  The Dirty Truth While it’s easy to assume that the...