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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.

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...

How to Strengthen the Teamwork Between Service Advisors

teamwork
Success in your service department relies heavily on teamwork. No single member of the team can perform all of the tasks necessary for a successful customer experience. There are too many moving parts. The customer service experience begins with service advisors greeting the customer and...

Winter Is Coming, What Is your Dealership Offering?

winter
Though it might still feel like summer where you live, winter is indeed on its way. With it comes all kinds of challenges for car owners. The proactive dealership is one that’s looking ahead and thinking about how they can mitigate these challenges, offering...

Five Reasons Why CRM Systems are Vital for Your Dealership

CRM
Do you remember the last time a potential car buyer came into your dealership and left empty-handed? What was the response of your team? Were they not ready to buy? Was their customer experience lacking? There are many reasons why this could have occurred,...

Why Automotive Needs to Get More Personal

personal
The best salespeople in any industry have something in common: They get to know you first. They don’t ask you, “What are you interested in buying?” when you walk in the door. It doesn’t matter whether they’re trying to sell you a car, a...

6 Things To Keep In Mind When Revamping Your Website

revamping
A/N: For cohesiveness, it’s recommended that you read the first part of this two-parter article. After you are sure that you need to revamp your website, it might be difficult to figure out how to work with your designer and content creators to create the...

Sharing Auto Repair Videos To Build Trust Between Technician And Customer

video sharing
When it comes to customer retention, servicing is one of the primary tools dealerships can use to keep customers coming back after they have purchased their vehicle. However, it is not always easy to engage customers in the repair and maintenance process. According to...

How to Avoid 5 Common Customer Complaints

customer complaints
No one’s perfect. No matter how well you run your dealership, there likely will be some customer complaints. That said, just because you’re bound to get some complaints doesn’t mean you can’t avoid most complaints. Here are five common complaints customers have regarding dealerships...

The Power of “Starting with Why,”: Four Ways to Strengthen Customer Trust and Loyalty

Customer Trust
Have you ever stopped to think about why customers choose to purchase a car with you? Do you know why your selling practices resonated more with them than another dealership down the street? Other than the pricing, car itself, and the personality of the...

Mapping Your Online Customer Experience

customer experience
In the current competitive auto market, having an online presence is a must. Before they even set foot in your door, chances are the majority of your customers will have checked you out online. Websites and social media function as extensions of your dealerships....

HEADLINES

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How to Build a Successful Service BDC Model and Increase Sales | Why You...

Today on CBTNews.com - Monday, October 15th, 2018: How to Build a Successful Service BDC Model and Increase Sales - Sarah Vantine, Scott Clark Auto...
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Mapping Out the First and Last Hours of Your Day

In auto retail, things can slip through the cracks during your process. Glenn Pasch suggests mapping out the first and last hours of your...
NO

Why you want customers to tell you NO in the Service Drive

Something you’ve probably noticed in your Service Drive; Customers almost never come out and say, “Please upsell me.” What’s more, your clients don’t even...
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Dealers Growing Market Share: What Really Separates Them from the Rest?

With multiple automotive conferences and expos filling the schedule, October has become known to many in the industry as “conference month.” This year, as...

Phone-Ups That Lead to a Sale

  On today's episode of Straight Talk, David Lewis talks about phone-ups and gives some powerful tips for turning an incoming customer call into a...

Do You Have Your “E’s” Turned Up Today?

Do you have your "E's" turned up today? Bring your enthusiasm, excitement, energy and experience into the dealership and watch what happens. Hear how...

Goals, Health, Wellness, and Achievement (Part 2)

  In part two of his three-part series on goals, health, wellness, and peak performance in the new year, Cory Mosley invites Delatorro McNeal, CEO...