Thursday, June 30, 2022
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Shep Hyken

The 3 most vital elements of customer service today with Shep...

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Shep Hyken, customer experience expert and New York Times best-selling author, recently released the 2022 Achieving Customer Amazement Study. This study surveys consumers to learn more about...

Don’t let band-aid solutions compromise your CSI – Jennifer Suzuki |...

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Today on Inside Automotive, we discuss client retention in the service department with Jennifer Suzuki, President of eDealer Solutions and acclaimed sales trainer. Jennifer focuses on...

Filling customer experience gaps in the lease-end journey

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In a recent BusinessWire release, Patrick Roosenberg, Director of Automotive Finance Intelligence at J.D. Power, said, "The days of the one-size-fits-all lease loyalty strategy are long...

Measuring customer effort: How easy is it to shop at your...

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Today on Inside Automotive, we're pleased to welcome back Joseph Michelli, CEO of The Michelli Experience, speaker, and New York Times best-selling author. In...
communication

Is there a growing customer communication problem?

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What happens when someone calls your dealership for a service appointment, new car question, or general dealership question? Do they have to leave a...

The value lifelong customers bring to your car dealership

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Building a loyal base of customers is one of the most challenging endeavors for any automotive retail store. Research shows that a commitment to building lifelong, loyal customers can have overwhelmingly positive results for the bottom line as these customers are willing to pay more for brands they love. Reflect on your own life, and […]
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reviews

How to improve online reviews for your car dealership

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Competing in the digital age can feel like an insurmountable challenge for car dealerships that don’t have a solid plan for boosting reviews.  The last thing any potential car buyer wants to see is a Yelp, Google Maps, Facebook, or BBB page littered with unresolved issues that fit the stereotypical car buying tropes. Since most […]
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lead response email

The 3-part lead response email guaranteed to get a reply

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Automated email replies always feel dismissive to me. Like my inquiry is not important enough for an actual person to reply. Yet, most dealership CRMs are configured to automatically send generic email responses to online lead inquiries. Why are we doing this? Sure, we’ve all been conditioned to respond as quickly as possible. However, being […]
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time

How to save your customers time at the dealership without compromising...

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In 2019, McKinsey said, “The automotive customer experience can often feel outdated and inferior, especially for younger customers, who seem to be losing interest in car ownership and prefer more convenient and flexible mobility options such as ridesharing which might lead to totally new mobility concepts.” Most dealership leadership would agree that a customer’s time is a […]
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customer journeys

5 key areas car dealers can optimize to create superior customer...

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Car shoppers today don't evaluate parts of the journey, they evaluate the sum of the journey, and how frictionless their path to the transaction...