Customer Experience

Looking to 2019 and beyond, margin compression and customer expectations are among several factors that will increase, while more pressure from both existing and new competition will complicate the automotive landscape further. In the face of these challenges, dealerships will need to embrace rapid...

The design and layout of your dealership is more important than you might think. It should facilitate exceptional customer service and efficiency, from the showroom to the service department. Remember, the first impression your customer gets when they walk through the door is a...

In a Dealership Service Department, the relationship with your customer is “King.” It’s far more important for the customer to actually like you than just about any other single factor. Thankfully, customers want to like you. After all, they chose to do business with...

Today, fewer consumers rely on a salesperson to make an informed purchase. Simply put, the internet gives the customer more transparency than the dealer does, but what would happen if the customer and dealer had the exact same information? On today’s show, CBT's Jim...

A faster transaction line means more sales in shorter periods of time – it’s simple math. As we approach some of the biggest holidays of the year, it’s important to check people out quickly to keep your customer service level at the highest standard...

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...

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...