Home Auto News Customer Experience

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.

The Top Communication Traits That Every Leader Should Possess

leaders
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...

Cause Marketing: How to Grow Loyalty Among Your Employees and Clients – Jody Devere, AskPatty.com

cause marketingvideo
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...

Great Customer Experience Means Consistent Customer Service

customer service
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...

Disrupt the Competition by Creating a More Convenient Customer Experience – Shep Hyken, NYT Best-Selling Author

customer experiencevideo
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...

Are You Using CRM to Its Highest Potential?

CRM
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...

Contact At Once! Expands Its Platform to Support Apple Business Chat

contact at oncevideo
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,...

Incorporating Your CRM with Your Phone Process to Capitalize on Leads – Mike Haeg

CRMvideo
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...

How to Strengthen the Teamwork Between Service Advisors

teamwork
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...

Winter Is Coming, What Is your Dealership Offering?

winter
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...

Five Reasons Why CRM Systems are Vital for Your Dealership

CRM
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,...

HEADLINES

Saturday Morning Sales Meetingvideo

Don’t Let Obstacles Get in Your Way

Let's assume customers come into the dealership with a different agenda than you. They think all you want to do is sell them a...
GM

GM to Move Forward with Transformation Plans

This past month, GM rocked the automotive industry when the company announced wide-scale changes, including layoffs that would “reduce salaried and salaried contract staff...
week in reviewvideo

Week In Review: Digital Retail Trends to Implement in 2019 | Cultivate a Better...

CBT Week In Review for Friday, December 7th, 2018: Digital Retail Trends to Implement at Your Dealership in 2019 - Andy MacLeay, Dealer.com Digital retailing may...
good habitsvideo

The Prison of Bad Habits

 From the start of every morning, you're following habits whether they be good or bad. Mark Tewart explains how important it is to practice...

Don’t Let Obstacles Get in Your Way

Let's assume customers come into the dealership with a different agenda than you. They think all you want to do is sell them a...

One-Price Selling & Enhancing the Digital Road to Sales

On this week's episode of Progressive Retail, Cory Mosley invites Ephraim Barcelo, General Manager at John Elway's Crown Toyota, to talk about one price...

How to Increase the Effective Labor Rate of Your Shop

On this week's episode of the Weekly Tune-Up, Almog Veig of David Lewis & Associates talks about how to increase the effective labor rate of...