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customer experience

Auto Retailers: Customer Experience Needs to Be Your Differentiator

January 25, 2021 by Dennis Ephlin

customer experience

Tom Knighton said it best, Customer experience is the next competitive battleground Customer Experience - the term is everywhere in business and even in society now. As with many business practice movements, the term has been misused and misrepresented. Over the past few decades, business has used and practiced the art of Customer Satisfaction, Customer Relationship … [Read more...] about Auto Retailers: Customer Experience Needs to Be Your Differentiator

Creating the Ultimate Dealership Customer Experience

January 13, 2021 by Justin Gasman

I was talking about mindset with my good friend Tommi Weeden and I was explaining to her that sometimes I work with guests that require A LOT. What I meant by that is they seem to take longer to get through the process. They can be walking “time bandits” in all honesty. She told me something that really resonated with me. Tommi told me: remember that everyone is different and … [Read more...] about Creating the Ultimate Dealership Customer Experience

Are We There Yet? Actionable Steps For Digital Retailing Success in Automotive

November 18, 2020 by Carol Marshall

Move made in 2020 were critical, but are they complete?Digital Retailing has been a buzzword in the industry for a few years. What they mean in reality is as vast as the Grand Canyon. When the pandemic hit us in March, and many dealers found themselves unable to open their doors and consumers everywhere were resisting coming to the showroom, these words carried new weight and … [Read more...] about Are We There Yet? Actionable Steps For Digital Retailing Success in Automotive

Latest Research: Evolution of The Car Shopping Journey in 2020

November 6, 2020 by Ashley Karr

car shop journey

CarGurus and GfK recently studied the digital path to purchase of over 3,000 car shoppers. We dug into that data, as well as data from a series of COVID-19 Sentiment Studies we conducted this year, to see how the shopping journey has evolved.  What we found is that today’s car buyers aren’t experts on car shopping anymore. Since many only replace their … [Read more...] about Latest Research: Evolution of The Car Shopping Journey in 2020

This Is How Automotive Retail is Transforming

September 25, 2020 by Dennis Ephlin

Transformation isn't about improving, it's about re-thinking.- Malcolm Gladwell In the earliest of days, weeks, and even months for auto dealerships returning to business (open doors at the facility), we are getting some encouraging early indications of leads being a decent volume, retail sales bouncing back a bit, and revenue and profit returning to levels of operational … [Read more...] about This Is How Automotive Retail is Transforming

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