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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.

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:...

How CDK Global’s New Customer Rewards Program Compares to Others in the Industry

customer rewardsvideo
Recently, the CBT Automotive Network was on-location at NADA 2020 in sunny Las Vegas where host Jim Fitzpatrick discussed CDK Global's new customer rewards program with Bob Marvin and Leigh Ann Conver. Bob is the Senior Vice President and Business Leader of Core DMS...

Provide an Outstanding Customer Experience with These Digital Solutions – Bill Lucchini, Dealer-FX

dealer-fxvideo
At NADA 2020 in beautiful Las Vegas, host Jim Fitzpatrick was joined by Bill Lucchini, CEO of Dealer-FX, a company that aims to provide the absolute best consumer experience for dealership customers. VIDEO TRANSCRIPT: Jim Fitzpatrick: There's a few dealers that are out there that are...

New York Times Best-Selling Author Joseph Michelli On Airbnb’s 5 Leadership Lessons

Joseph Michellivideo
On today's show, we’re pleased to welcome back Joseph Michelli, New York Times best-selling author and customer experience expert. Joseph also has a new book out titled “The Airbnb Way: 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging”. In this segment,...

4 Simple Ways to Personalize the F&I Experience

experience
We live in what people are calling The Age of the Consumer and for the F&I department, it means a fresh focus on providing an experience that is markedly different than what consumers are used to. A more personalized experience, one that is more...

How Technology is Helping to Bridge the Gap Between Online and Showroom Shopping – Jenn Reid, Equifax

Jenn Reidvideo
On today’s show, we’re pleased to welcome back Jenn Reid, Vice President of Automotive Marketing and Strategy Leader for Equifax. Jenn and Jim discuss new developments in the car buying process and how technology is playing a further role in bridging the gap between...

Skip the Jargon When Selling Cars

jargon
Anyone who is an expert in his or her field or who has a passion for what they do knows how difficult it can be to tone down the jargon when they’re asked questions. There’s something about jargon that provides a small endorphin rush...

What Customers Actually Want in the Waiting Room

waiting room
Wait time is a perceptual thing. Depending on many factors, time can either stretch or contract. When creating your dealership’s waiting room, you want to make customers feel like time is flying -- or at the very least that it’s not being wasted. Generally, the...

HEADLINES

John Fitzpatrickvideo

John Fitzpatrick Provides a Weekly Marketing Update for Dealers

As part of our continuing coverage of the Coronavirus, we’re pleased to welcome back President and CEO of Force Marketing, John Fitzpatrick. In this segment,...
Bloombergvideo

Kevin Tynan, Bloomberg Senior Automotive Analyst, Shares His Industry Insight

As part of our continuing coverage of the Coronavirus, we’re pleased to welcome Kevin Tynan, Senior Automotive Analyst at Bloomberg Intelligence. In this segment, Kevin...
Bob Farlowvideo

On CBT News for April 9, 2020: McGeorge Toyota of Richmond, VA Doing the...

Today on CBTNews.com - Thursday, April 9th, 2020: McGeorge Toyota of Richmond, VA Doing the Right Thing with Employees, Customers and First Responders - Bob...
sales

What Dealers Can Do Where Sales Aren’t Permitted

At the end of March, the New York State Automobile Dealers Association (NYSADA) announced that dealers could once again sell, as long as they...

Selling Your Customer’s Story to the Bank

Some dealerships like to cut corners in order to get a customer approved by the lender. On this week's episode of F&I Today, Becky...

March Kerrigan Report: How will COVID-19 Affect Dealership Earnings for the...

Welcome to the Kerrigan Advisors Market Update with Jim Fitzpatrick and Erin Kerrigan, Founder and Managing Director of Kerrigan Advisors. In this segment, Erin...

The Importance of Confirming Appointments

On this week's episode of Kain & Co., David Kain talks about confirming appointments with your ptoential customers in order to move to the...
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