Surprise and Delight: A Great Customer Service Concept. Or Is It? – Shep Hyken | The Best Way to Pay Your Service Technicians | How To Measure the Return On Investment For Automotive Events

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Today on CBTNews.com – Tuesday, May 28th, 2019:

newscastSurprise and Delight: A Great Customer Service Concept. Or Is It? – Shep Hyken, CX Expert and Best Selling Author
When talking about customer experience, every business owner has probably heard the phrase “surprise and delight your customer”. While this might seem like common sense at first, what if we told you that customers don’t always want to be surprised? In this segment, we talk to Shep Hyken, customer experience expert and New York Times Best-Selling author of “The Amazement Revolution”. Shep discusses a recent article he published entitled, The Difference Between “Surprise and Delight” and Just “Delight”. Watch Now

newscastThe Best Way to Pay Your Service Technicians
Employee wages are one of the biggest expense of any dealership. This is especially true in the service department. Attracting quality talent and paying them what they are worth are essential to the success of any service department. But how do you ensure that the money you spend on service technicians is translating into production and profits? Read More

newscastHow To Measure the Return On Investment For Automotive Events
Perhaps you’re trying out your own marketing plan or you might have hired an out house agency to develop a comprehensive marketing plan for your dealership. Either way, it’s a big move to invest in a digital marketing strategy, so it’s no surprise that you want to get the most amount of bang for your buck. The fact though is that automotive digital marketing is not a one-size-fits-all solution. Every dealership has its own success formula without a single definition equation that measures success. Read More

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