Customer Experience

Customer reviews are more important than ever in this age of digital marketing. Most of your clients will have researched your dealership before stepping through the doors. Of those potential buyers, the majority will have relied heavily upon reviews to decide whether or not...

Jim Fitzpatrick of CBT News sits down with Chris Snellgrove, President of Digital Media Nation, to talk about what businesses and dealerships can do to provide their customers with better car buying experience. One of the biggest points of pain and frustration for customers in...

It doesn’t take a survey to prove that today’s consumers want to do everything online. From food to furniture, houses and cars, shoppers like the empowerment that comes from the online marketplace. That’s increasingly true for car loans. As the head of an online financing company,...

Appointments / Reservations A customer visit typically starts with the service appointment. The best performing Dealers remove the service advisor from the job of setting appointments. The service advisor will often be too busy to be professional and timely. Also they may well schedule appointments...

Throughout our lifetime, the desire to impress others with our abilities and knowledge is forever constant in our daily activities. We want others to see that we are experts in the field that we are employed in. if you are employed in the automotive...

“The customer’s perception is your reality.” This quote by Kate Zabriskie, author and learning and development consultant, captures the truth for every single business owner. How the customer perceives the service they are getting from a company defines the enterprise's reputation and overall success....

Despite best efforts and best practices by dealers and manufacturers, many car buyers and service customers remain vulnerable to defection. Rather than viewing these odds as a glass half empty, try viewing it as a glass half full. Your dealership will inevitably lose some customers,...

What motivates your customers to write absolutely glowing reviews – those five-star shout-outs that attract more customers to your lot? At a time when eight out of 10 shoppers use online car reviews and car dealership reviews to inform their purchase, this is no...

The car buying experience is not quite the same as checking into a hotel or dining at a restaurant. It’s not something that you just think of one night and follow through the next day. Typically, it’s something that takes time and heavy research,...

We live in a world of constant stimulation. At times it may feel we are on sensory overload from all of the pings, posts and constant barrage of media and advertising that are incessantly targeted to grab our attention. This has fueled an insatiable...