Customer Experience

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...

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...

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...

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...

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.

  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...

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...

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.

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...

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.