Practical articles for dealership teams on the service drive, the sales floor and in the F&I office.
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Customer Experience
It’s a thriving, growing industry, and it’s focused on earning money at every level. Let’s put it into perspective: Statista reports that the US motor vehicle and parts manufacturing annual output in…
Ted Ings2 min read
Customer Experience
When you love someone, you find ways to show your appreciation. A special note, a little gift, or an intimate dinner tells them that you care. Valentine’s Day is an opportunity to express that…
Ted Ings1 min read
Customer Experience
Picture this: a customer’s multi-point inspection reveals an oil leak, a suspension problem, or some other expensive repair. You know the customer, and it’s going to be a tough sell. They’ve been…
Ted Ings2 min read
Customer Experience
“Was your concern fixed on this visit?” Manufacturers and dealers, listen up! There’s a message coming at you from your customers…but it might not be one you’ll be happy to hear. It’s a common…
Ted Ings2 min read
Customer Experience
The District Manager has just left the GM’s office. He calls a meeting for his management team and gives them the breaking news: “Customer Satisfaction Surveys are dead!” The OEM has decided to stop…
Ted Ings2 min read
Customer Experience
According to the Autotrader Car Maintenance and Repair study, just 30 percent of car owners get their vehicle serviced at a dealership. Even more astounding (and painful) is that just 17 percent are…
Ted Ings2 min read
Customer Experience
Every year, J.D. Power ranks manufacturers according to customer experiences in the service department. In the most recent U.S. Customer Service Index Study, the top performers in the mass-market…
CPI2 min read
Customer Experience
A Forbes article in November 2017 reports that customer acquisition costs are on the rise. It’s partly due to the change in the automotive retail climate and partly to do with how customers respond to…
CPI2 min read
Customer Experience
Think about your online experiences recently. You’re on an automaker’s website and a popup makes you accept their policy on cookies before you can proceed. Browsing on Google, ads are displayed that…
CPI2 min read
Customer Experience
Every spring, J.D. Power ranks manufacturers based on dealership customer service index survey scores. These scores are indicative of the service customers receive in the dealership. While it doesn’t…
CPI2 min read
Customer Experience
April 1st, 2018: Walmart launches a car-selling program through a partnership with CarSaver. Starting with four stores in Houston, Dallas, Phoenix and Oklahoma City, Walmart will now be able to offer…
CPI2 min read
Customer Experience
When your guests ask you for a loaner car, what do you do? Most dealerships pick up the phone and dial one of a half-dozen popular car rental agencies. Whether or not you charge your guests is at…
CPI2 min read
Customer Experience
It’s a physiological difference. That’s how Katie Mares, Customer Experience and Leadership Consultant views the differences between male and female customer service interactions. According to Katie…
CPI2 min read
Customer Experience
Imagine walking into your primary care physician’s office and telling the doctor, “I’m sick and need some medicine.” She calmly reaches into her pocket, pulls out a packet of pills and says, “Take two…
CPI1 min read
Customer Experience
What are your organization’s strengths and weaknesses? To find out where to look, we took a page from one of the world’s great inventors and industrial designers … Where to start. We recently…
CPI1 min read
Customer Experience
Following this one simple rule could have customers lining up at your door. I recently chose a new vendor for my inspirational t-shirt designs. The price was good and the system was easy to use. I…
Jeff Crume4 min read