Customer Experience

Digital shopping is all the rage in the automotive industry. Much attention has been drawn to the online buying habits of potential car buyers. As a result, many industry marketing experts discuss the need for dealers to have modern and easy-to-navigate websites. These are...

  Consumers have changed and it’s impacting Car Dealerships. Michael Anderson, CEO of The Rikess Group, has some suggestions on how you can you can make changes and continue meeting customer expectations. Not too long ago dealerships started using separate telemarketing departments. The Department’s responsibility is...

Sales are made by paying attention to details. Jennifer Suzuki, Founder of E-dealer Solutions strongly believes that concept and has embedded it throughout her company. E-Dealer Solutions is an award-winning education and activity based training company focused on improving dealership showed appointments, sales, and...

  We always hear the phrase, "Be where the customers are." Currently, they're online when researching for a vehicle. We also hear that we should be flexible and relatable, and that's a little harder. According to Paul Whitworth, SVP of DMS at Dealertrack, making that technological...

What makes companies like Coca-Cola, Harley Davidson, Southwest Airlines and Disney successful? Is it because they sell the best product for the lowest price? Not necessarily. These companies are successful because consumers love their brands. Loving a brand goes beyond brand recognition. People don’t buy...

The old cliché tells us that ‘Talk is Cheap.’ But every sale in your dealership begins with talk. Likewise, dissatisfied service customers can give you a low CSI rating, not because their repair work was done wrong, but because did not like the way...

We live in an increasingly interactive world. Social Media and Internet Search capabilities bring us closer to each other and give us unprecedented access to information, opinion, and insights into the world around us. This is especially true when it comes to reviews. Whether...

Not every dealer is rolling in dough. For low to mid-priced brands, it can feel impossible to compete with luxury dealerships that can deliver a VIP experience. However, customers are looking for more than aesthetics, and bootstrapped dealers can still provide an experience that...

  In a recent article regarding the J.D. Power U.S. Satisfaction Index Study, it was shown that when it comes to the car buying experience, the personal touches still matter. In fact, according to Joseph Dobrian, business journalist and contributor to J.D. Power, of the...

  As a dealership, you have salespeople who know a lot about the customer's buying process and how to initiate it. Steve Stauning, author, contributor to CBT Magazine, and founder of SteveStauning.com, says knowing the problem isn't the issue. It's causing the problem in the...