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customer experience

Interview with Assurant Global Automotive: Customer Experience Tech

April 15, 2021 by Dealer Marketing Magazine

As Bob Hooey said, "if you are not taking care of your customers, your competitor will." With so many dealership options and value offerings a potential customer can turn to, the differentiator factor will ultimately be "The Customer Experience." This experience is not only up and till the transaction takes place but continues to be built on each customer engagement point … [Read more...] about Interview with Assurant Global Automotive: Customer Experience Tech

Auto Retailing: Customer Experience Transformation Starts with The Basics

April 5, 2021 by Dennis Ephlin

quote steve jobs

The Steve Jobs quote has never rung more true. There has been so much conversation of late about digital transformation, auto retail reinvention and the "new normal." I have contributed to much of it. But what does that all really mean? What can a dealer or dealership really do to transform? What does "transformation" even mean? I believe a dealer needs to go back to basics … [Read more...] about Auto Retailing: Customer Experience Transformation Starts with The Basics

Mask-less Socialising: What This Means For Your Dealership

February 15, 2021 by Ilana Shabtay

covid socialising

There will come a time, sooner than we think at this point, where we’ll be living in a post-COVID era. We’ll be back at our favorite crowded bars, our kids will be in school — real school— and we’ll be on the road: business trips, family vacations, and holidays.  But while we may be able to share the air with others again, the remnants of COVID will still linger. Predictions … [Read more...] about Mask-less Socialising: What This Means For Your Dealership

Is Your Dealership Site Ready for the New Era of Car Buyers?

February 12, 2021 by Carol Marshall

What You Do Speaks so Loudly, I Cannot Hear What You Say People inherently value freedom of flow. The difference between your bedroom and a prison cell is whether you can leave it. While the pandemic severely restricted travel and tourism rates fell off a cliff, holiday travel numbers still reached record highs for this year. People value the ability to go places and will … [Read more...] about Is Your Dealership Site Ready for the New Era of Car Buyers?

How To Handle A Customer Dispute Like a Pro: Part 2

February 10, 2021 by Tom Kline

customer disputes

In Part 1, you will recall that we had the goals of discovering the truth, building trust, and de-escalating the customer’s anger (a.k.a. extracting the venom). We learned how to set expectations, communicate during the first meeting, and how not to irritate the customer. Here’s how to build on your initial success and capitalize on the customer trust you have earned.   The … [Read more...] about How To Handle A Customer Dispute Like a Pro: Part 2

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