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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.

6 Ways to Build Trust Among Your Customers and Employees During COVID-19 – Jeanne Bliss, Customer Bliss

Jeanne Blissvideo
  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...

How to Excel at Offering an Exceptional Customer Experience During COVID-19

customers
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...

How Scott Clark Auto Group Continues to Serve Customers Despite COVID-19 Concerns – Sarah Vantine, Business Development Director

Sarah Vantinevideo
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...

What Dealers Can Do Right Now to Support and Retain Their Customer Base – Shep Hyken, NYT Best-Selling Author

Shep Hykenvideo
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...

The Many Ways CDK Global is Supporting Their Customers Through COVID-19 – John Hickey, EVP

CDK Globalvideo
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...

Customer Satisfaction Increases but Detriments Expected Due to COVID-19

customer satisfaction
Earlier this month, J.D. Power released its 2020 Customer Service Index (CSI) Study, which found that customer satisfaction has risen for the fifth year in a row but warned that “the ability to meet customer expectations for prompt service and repairs will be undermined”...

How Can Franchise Dealers Compete With Industry Disruptors Like Tesla and Rivian? – Brian Benstock, Paragon Honda

Brian Benstockvideo
With vehicle prices climbing higher and higher, taking measures to sustain profitability in the dealership is more important now than ever. And there are several ways to do it. Here to lend us his perspective as a high volume dealer is Brian Benstock Partner...

How CDK Global is Strengthening Opportunities for Women in the Automotive Industry – Kathy Gilbert & John Hickey

customer experiencevideo
At NADA 2020 in sunny Las Vegas, host Bridget Fitzpatrick was joined on the CBT Stage by John Hickey and Kathy Gilbert from CDK Global. John is the Executive Vice President of North America Customer Experience and Kathy is the Director of Customer Success. VIDEO...

Selling the Car Buying Experience: Five Ways to Better Engage Customers

car buying
Think about the last time you spent money on a large item, what made you feel comfortable making the final purchase? Was it the price, did the quality of the product inspire you or was it the overall purchasing experience? For you, it was...

The Value CDK Global’s Customer Success Model is Bringing to Dealers – John Hickey & Michael Seeman

customer successvideo
At NADA 2020 in sunny Las Vegas, host Jim Fitzpatrick was joined by John Hickey and Michael Seeman from CDK Global. John is the Executive Vice President of North America Customer Experience and Michael is Vice President of Customer Success and Enablement. VIDEO TRANSCRIPT: Jim Fitzpatrick:...

HEADLINES

Sunrise Chevyvideo

How Sunrise Chevy Managed to Have a Record Month in Used Car Sales –...

On today's show, we’re pleased to welcome back Rudy "El Patronn" Tremenio, Managing Partner of Sunrise Chevy in Forest Hills, NY. In this segment,...
Corey Perlmanvideo

Use These Social Media Strategies to Serve Your Customers and Community – Corey Perlman,...

On today's show, we’re pleased to welcome Corey Perlman, social media and digital marketing Speaker at Impact Social. In this segment, Jim and Corey...
Cory Mosleyvideo

On CBT News for June 3, 2020: Cory Mosley Discusses How Retail Automotive Has...

Today on CBTNews.com for Wednesday, June 3rd, 2020: Cory Mosley Discusses How Retail Automotive Has Been Affected by Recent Events On today's show, we welcome back...
rental car

Struggling Rental Car Market Could Be Solution for Pre-Owned Inventory

After more than a century in business, Hertz Global Holdings Inc. filed for bankruptcy on May 22, 2020. The Estero, Florida-based corporation operates more...

Building a Culture Around Your Dealership’s Digital Retailing Process

On this week’s episode of Kain & Co., host and President of Kain Automotive, David Kain discusses how to create a logical environment for your...

Are Your BDC Employees Using the Right Language During this Crisis?

On this week’s episode of Kain & Co., host and President of Kain Automotive, David Kain talks about adapting the language your BDC uses during...

April Kerrigan Report: Have Dealership Values Taken a Hit During the...

Welcome to the Kerrigan Advisors Market Update with Bridget Fitzpatrick and Ryan Kerrigan, Managing Director of Kerrigan Advisors. Did you enjoy this segment? Please share...
Coronavirus Coverage Central

CBT Automotive Network is providing up-to-date coverage on the COVID-19 pandemic's impact on auto dealers, automakers, and dealership personnel