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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.

Delivering Convenience and Consistency as Part of the Dealership Experience

convenience
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...

The A.R.T. of Dealing with Angry Customers

angry customers
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...

Why You Need a Live Chat Feature on Your Dealership’s Website

live chat
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...

The Importance of Communicating Digitally With Automotive Consumers

digital communication
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...

Five Ways to Turn Customers into Ambassadors for Your Dealership Brand

ambassadors
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...

The Benefits of Having a Customer Education Campaign at Your Dealership

education
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...

How These Dealerships Leverage Technology In Order to Improve the Sales Process – Alex Damoorgian, Maroone Chevrolet & Volkswagen

technologyvideo
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...

How to Turn Recalls Into Positive Customer Experiences

recalls
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...

Phone Calls: The Good, the Bad, and the Exceptional

phone calls
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....

Keeping Up Appearances: The Importance of Dealership Cleanliness and Comfort

appearance
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...

HEADLINES

auction volumevideo

CBT Automotive Newscast for November 14, 2019

Today on CBTNews.com - Thursday, November 14th, 2019: Inventory and Auction Volume: The Latest from J.D. Power's Larry Dixon On today's edition of CBT News, we...
organic trafficvideo

Organizing Your Organic Traffic

 On today's Tip of the Day, Brian Pasch goes over organic and inorganic traffic and gives you some tips on how to organize these...
managementvideo

Accountability in Dealership Management

On this week's episode of Kain & Company, David Kain goes over the role of managers and how critical it is to be held...
sales and service

Improving Your Sales-to-Service Handoff

Sales and service have their own distinct roles in any dealership. In an ideal world, sales exists to attract and new customers and to...

Accountability in Dealership Management

On this week's episode of Kain & Company, David Kain goes over the role of managers and how critical it is to be held...

Marketing and Sales Attribution

On this week's episode of Auto Marketing Now, Brian Pasch talks about the latest updates in marketing and sales attribution as well as strategies...

October’s Kerrigan Market Update Reveals Positive News for the Auto Retail...

Welcome to the Kerrigan Advisors Market Update with Bridget Fitzpatrick and Ryan Kerrigan, managing director of Kerrigan Advisors. VIDEO TRANSCRIPT:  Bridget F.: Hello everyone. I'm Bridget...