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.

Report shows that 86% of brands aren’t benefiting by tracking CX

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According to InMoment, top brands are wasting billions on customer experience programs that are failing. In 2019, data strategy and insights leaders at Forrester Research determined that 86% of brands haven’t seen return on their investment into CX. Nearly all…

Lessons in resilience to help get your dealership through COVID-19 – Joseph Michelli

Joseph Michellivideo
The pandemic has taught many of us the value of resilience through adversity, especially in business. Joseph Michelli, CEO of The Michelli Experience and New York Times best-selling author is releasing his latest book, Stronger Through Adversity this December just…

How to ensure your dealership’s customer experience and buying journey sync up – Andrew Gardner

Andrew Gardnervideo
As the retail automotive industry shifts to increased online sales, the customer experience is also shifting. So what does this mean for your operation? What can you do to stay ahead of the curve and continue to provide a high…

Baxter Auto Group Drives Business Forward with New Customer Experience

Baxter
Baxter Auto Group is raising the bar when it comes to supporting the customer during their car-buying journey. The brand has launched a new program that puts consumers in the driver’s seat and offers them a personalized car-buying or service…

How the Customer Experience is Improved by Women in Automotive

customer experience
The customer experience (CX) in automotive has been an area of growth and investment in recent years. Manufacturers are focusing on improving how they interact with customers rather than simply selling including Hyundai’s Shopper Assurance Program, FCA’s partnership with J.D.…

J.D. Power Finds Carmaker Websites Perform Well – Why that Affects a Dealer

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A recent report from global consumer insights leader J.D. Power has identified high overall satisfaction among car shoppers when utilizing car manufacturer websites. Of the 13,451 shoppers surveyed in April and May of 2020 for the 2020 Manufacturer Website Evaluation…

Subaru Tops J.D. Power Automotive Brand Loyalty Study Again

Subaru
For the second year in a row, Subaru ranks highest in mainstream brand loyalty, according to J.D. Power’s 2020 U.S. Automotive Loyalty Study. Subaru owners who are trading in or purchasing a subsequent vehicle have a loyalty rate of 60.5…

How Dealers Can Adapt to Changes in the Car Buying Process – Michael Seeman, CDK Global

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On today’s show, we’re pleased to welcome back Michael Seeman, Vice President of Customer Success and Enablement for CDK Global. In this segment, Michael and Jim discuss CDK's new dealer innovation, Sign Anywhere. Did you enjoy this interview? Please share…

How to Up Your Game When it Comes to Engaging with Consumers Online – Mahesh Shah, CDK Global

Mahesh Shahvideo
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…

3 Full-Proof Customer Experience Strategies to Use During Tough Economic Times – Shep Hyken, NY Times Best Selling Author

Shep Hykenvideo
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?…

HEADLINES

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Minimalist marketing techniques to try at your car dealership – Paul Potratz

There is a lot of talk surrounding advertising techniques and the best way to reach consumers, especially in today’s climate. Paul Potratz, owner of Potratz Partners Advertising is taking his own unique approach, yet again, with his latest venture, Helderburg.…
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CBT News Market Update: Jennifer Suzuki, eDealer Solutions & Jason Knight, LotLinx

Welcome to another edition of the CBT News Market Update. To quickly recap this week’s numbers, the retail SAAR came out to 12.84 this week, 1.4% higher than last year’s rate of 12.66. Inventory levels among all new vehicles were…
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David Kain on adapting your dealership’s BDC to new consumer trends

It’s no secret that the retail automotive market is changing rapidly in the wake of COVID-19. This is the first time that many everyday practices are moving fully online. Digital retailers such as Vroom and Carvana are simplifying the vehicle…
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ExxonMobil chairman provides updates and future of oil industry

On Wednesday, ExxonMobil Chairman and CEO Darren Woods held an employee forum to discuss the oil and gas industry’s position and the outlook for the future. A statement was released that summed up his comments to ExxonMobil staff that delved…

Tekion makes a big splash in the DMS space and public...

Welcome to another edition of The Friday 5 with Steve Greenfield, Founder and CEO of Automotive Ventures, an auto technology advisory firm that helps entrepreneurs raise money and maximize the value of their companies. Public Group Reporting We’ve entered Q3…

How car dealership leaders can create more growth opportunities for people...

Welcome back to Diversity in Automotive, brought to you by TrueCar and CarNow. In today's segment, host Cory Mosley is joined by Damon Lester, president of the National Association of Minority Automobile Dealers. Diversity and inclusion have been age-old issues for…

Automotive startups make big headlines with strong funding rounds and acquisitions

Welcome to another edition of The Friday 5 with Steve Greenfield, Founder and CEO of Automotive Ventures, an auto technology advisory firm that helps entrepreneurs raise money and maximize the value of their companies. NADA Impact on Vendors Big and…