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marketing used cars

How car dealers can win over new customers and retain...

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Welcome to this week’s episode of Used Cars Weekly, the original CBT News show dedicated to bringing car dealers best practices and tips for the used car department, in-depth dealer interviews, hands-on dealership strategies, as well as vendor analysis. Today, host Jasen Rice, founder of Lotpop, shares his tips for acquiring new customers and retaining them in the […]
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customer experience

Shep Hyken on improving the customer experience to generate repeat...

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Customer experience expert, New York Times best-selling author, and international keynote speaker Shep Hyken, has released new research into the state of customer service and experience called the A.C.A or Achieving Customer Amazement Study. On today’s show, Shep joins anchor Jim Fitzpatrick to discuss the study’s surprising findings. The A.C.A surveyed over 1,000 consumers across […]
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What is the most important measurement in business that leaders...

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Loyal and repeat customers are ideal for business owners to acquire, but not all businesses have a clear strategy to bring customers back. To discuss this further, we recently spoke with Shep Hyken, customer experience expert, and New York Times best-selling author of “The Loyal Customer,” and “The Amazement Revolution.” His latest book titled “I’ll […]
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Alternative communication from service advisors provides a more convenient customer experience

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To the Editor: As someone whose role it is to bring the family vehicles in for service, I feel Brian hit the nail on the...
PureCars

5-step guide to modernizing the buyer’s journey

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Projections for U.S. light-vehicle sales in the next five years are optimistic, according to research shop Benchmark Co. By 2025, there will be a...
F&I

Trim the time in the F&I office for improved CX

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An extended in-dealership visit continues to be a pain point for car shoppers with the finance and insurance process often dominating the clock. One customer recounted their recent experience buying a vehicle from a prominent Ford dealership with CBT News – a dealership experience that was generally positive but still far from perfect. Of their four […]
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customer experience

Areas of opportunity for auto dealers to increase their personal...

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Welcome to another edition of Mind Your Own Business with Jonathan Dawson, automotive training expert and the founder of Sellchology, an automotive sales tool used to help dealers sell more vehicles through the method of psychology.  In the previous episode of Mind Your Own Business, Dawson introduced us to six key areas that dealers can […]
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10 retail predictions all business owners should prepare for –...

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On today’s show, we’re pleased to welcome back Shep Hyken, customer experience expert, acclaimed speaker, and New York Times best-selling author. Hyken’s work includes several popular business books including “The Convenience Revolution” and “The Amazement Revolution.” He is also a frequent contributor to Forbes, Fox Business, and USA Today. In this segment, Hyken breaks down […]
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How to become more profitable in the F&I office with virtual...

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Today on CBT News, anchor Jim Fitzpatrick is joined by Scott Gunnell, group vice president of business strategy at JM&A Group, and Mike Casey, group...
lessons

4 common lessons dealers and business owners learned in 2020...

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Today on CBT News, anchor Jim Fitzpatrick is joined by Joseph Michelli, CEO of The Michelli Experience and bestselling author. Michelli joins the show to look back on the lessons learned in 2020 and discuss his new book, Stronger Through Adversity.  Michelli opens the conversation by sharing what readers can take away from the tools […]
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