Think about the last time you experienced a retailer with a digital experience that seamlessly connected to the in-store experience. Maybe it was as simple as opting to pick up a purchase in-store, rather than having it shipped to your home. Or, it could be that you saw a product at one of the retailer’s locations but waited until you got home to research and make the purchase. … [Read more...] about Everyone Wins With A Seamless (Online And In-Store) Experience
customer experience
Plan, People and Profitability: A Lesson in Chicken
When a cashier takes your money for your purchase and then sends you off with a deadpan, “have a good one,” how do you feel? On the other hand, Chick-fil-A restaurant’s signature send-off, “My pleasure,” is a big reason it is the most profitable fast-food business in the country. According to an article in Entrepreneur.com, Chick-fil-A “makes more per restaurant than … [Read more...] about Plan, People and Profitability: A Lesson in Chicken
Tracking Online Reputation: You’re Still Counting The Wrong Thing
There is no denying that generating new reviews, week in and week out, is a critical component to a dealer’s business process, but a common misconception is that review count then, should be an important number to monitor. Well, it is and it isn’t. Review count should be tracked, but only to measure one thing: does my review solicitation process work? However, the volume of … [Read more...] about Tracking Online Reputation: You’re Still Counting The Wrong Thing
Step Back: How Experience in Automotive Hinders Our Ability to Create an Ideal Consumer Website
Do you know the difference between the Frigidaire Professional dishwasher and the Gallery dishwasher? Nope. How about Lenovo T and X series laptops? I certainly don’t. Otterbox Defender and Symmetry phone cases? I couldn’t tell you either. If you’re reading Dealer Magazine, you’ve likely earned your place in automotive through long hours, lot walks, and short BDC response … [Read more...] about Step Back: How Experience in Automotive Hinders Our Ability to Create an Ideal Consumer Website
Choose To Serve
I have been earning a commission-based income for over 15 years. As a result, people often ask me how I deal with the uncertainty of my monthly income amount. I admit that working for an unknown amount of money each month has many challenges. Aside from the potential discomfort that can come with the uncertainty, it can be challenging to plan for emergencies and set a monthly … [Read more...] about Choose To Serve