Sunday, November 29, 2020
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service appointments

6 strategies to help your fixed-ops dept. sell more service appointments...

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In today’s digital landscape, building trust with customers virtually is a necessary skill to have in your service department. On today’s show, we are going in-depth on how to increase your profits starting with the initial customer call. We’re pleased to welcome back Don Reed, CEO of DealerPRO Training, one of the nation’s top fixed-ops […]
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one-price selling

The biggest advantage for dealers who use one-price selling – Mark...

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As dealers continue to navigate the COVID-19 pandemic and digital retailing, more are finding than an easy, frictionless experience for the consumer is the way to go. On today’s show, we talk to Mark Rikess, Founder of Digital Air Strike and CEO of The Rikess Group, about how dealers can benefit from a one-price selling […]
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service

How to build a service department that customers love

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Customer retention continues to be a problem for auto dealerships. Less than 1 in 3 service visits are at dealerships once a vehicle reaches three years of age. Coincidentally, that’s the same time when most warranties expire. The expectation of a superior customer service experience just isn’t being realized. And when it comes to cost […]
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How the customer experience is different in a COVID-19 world

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Let’s face it, the way we do business has changed dramatically. No longer are you meeting face-to-face with consumers and trying to convince them to purchase, or even test drive a vehicle. Contactless service has become the norm. But now the question has now become, what should great customer experience look like? How exactly do […]
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female

Adapting to Change: Being female friendly in the service department

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Being female friendly is a necessity these days in all industries, including automotive, because the American woman is one of the most powerful economic forces on the planet. With $7 trillion in purchasing power, women account for 85% of consumer spending and up to 70% of repair shop customers. Okay, this isn’t exactly new information, […]
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customer

Report shows that 86% of brands aren’t benefiting by tracking CX

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According to InMoment, top brands are wasting billions on customer experience programs that are failing. In 2019, data strategy and insights leaders at Forrester Research determined that 86% of brands haven’t seen return on their investment into CX. Nearly all spending for customer experience has been in monitoring and tracking. Key performance indicators such as […]
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Andrew Gardner

How to ensure your dealership’s customer experience and buying journey sync...

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As the retail automotive industry shifts to increased online sales, the customer experience is also shifting. So what does this mean for your operation? What can you do to stay ahead of the curve and continue to provide a high level of customer experience? Here to talk all about customer experience is Andrew Gardner, certified […]
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automated

Automated inspection processes can boost trust, service sales, and CX

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Consumers across all industries prefer to interact with a human rather than participate in an automated process, according to a GCS press release.  As high as 70 percent of American consumers would be “less likely to use a brand if customer representatives are unavailable”. From chatbots to phone systems, it’s clear that most shoppers prefer […]
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automotive newscast

CBT Automotive Newscast: September 3, 2020

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Today's Featured Interview: Marc Cannon Reflects on AutoNation's Year Thus Far and What's In Store for the Future In the midst of the pandemic, the...
Marc Cannon

Marc Cannon Reflects on AutoNation’s Year Thus Far and What’s In...

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In the midst of the pandemic, the customer experience in dealerships has experienced various changes and challenges. Marc Cannon, EVP Chief Customer Experience Officer at AutoNation joins us on the show to discuss how the customer experience is transforming, and the future of the company. On April 29, 2020, AutoNation announced that Marc Cannon would […]
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