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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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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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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Grand Wagoneer

CBT Automotive Newscast: September 4, 2020

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Today's Featured Interview: GoJo Auto Owner Amanda Gordon on Becoming the First African-American Woman to be a Licensed Dealer in Colorado The vehicle purchase process...
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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customer experience

How the Customer Experience is Improved by Women in Automotive

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The customer experience (CX) in automotive has been an area of growth and investment in recent years. Manufacturers are focusing on improving how they interact with customers rather than simply selling including Hyundai’s Shopper Assurance Program, FCA’s partnership with J.D. Power to create the Customer First Award for Excellence, and targeted strategies by many others […]
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loyalty

Keep Them Coming Back: 5 Ways to Build Customer Loyalty

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Customer loyalty is the foundation for any successful sales and marketing strategy at your dealership. The Pareto Principle, a widely cited stat, confirms this as it states that 80 percent of your profits come from 20 percent of your customers.  It is in your dealership’s best interest to focus on developing car buyers into customers […]
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