Customer Experience

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...

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...

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...

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...

Most dealers view their CRM as a technology solution that’s designed to improve processes or as a way to communicate with customers. While this is correct, your CRM is a lot more than just software. Whether or not a CRM can help your dealership operate...

In this segment of CBT News, Jim Fitzpatrick sits down with Wesley Miller, Director of dealership sales and Therese Aleman, Senior Director of marketing at Contact At Once!, a leading customer engagement, mobile messaging platform, to discuss their new offering, Apple Business Chat. Benefiting both dealers and customers,...

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...

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...

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...

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,...