customer experience
Emotional Intelligence: A Good Dealership Habit To Pick Up
You may have never thought of it this way, but problems at dealerships usually walk through your office door on two (2) legs: Either with customers...
Dealership Websites: Embracing & Implementing Change an Interview with 321 Ignition
The automotive industry has certainly been hit hard by the pandemic resulting in everchanging ways of how car shoppers are shopping. This calls for...
An Excellent Customer Experience Needs the Human Element
Think about the last time you had a really great conversation. When I think about a great conversation, my mind goes to those a-little-too-long...
Dealership Culture: Make Trust Your North Star
According to the Guinness Book of World Records, Rory Blackwell, the ultimate one-man band, played 108 different musical instruments simultaneously...
Beyond the Shopping Cart: The New Era of Going Digital
The automotive retail industry is changing at the most significant pace in its hundred-year history. COVID-19 has accelerated retail trends in the...
Interview with Assurant Global Automotive: Customer Experience Tech
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...
Mask-less Socialising: What This Means For Your Dealership
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,...
Is Your Dealership Site Ready for the New Era of Car Buyers?
People inherently value freedom of flow. The difference between your bedroom and a prison cell is whether you can leave it. While the pandemic...
How To Handle A Customer Dispute Like a Pro: Part 2
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...
How To Handle A Customer Dispute Like a Pro: Part 1
"The only difference between an ordeal and an adventure is your attitude," states the recent, popular internet meme I encountered, and I agree....
Auto Retailers: Customer Experience Needs to Be Your Differentiator
Tom Knighton said it best, Customer Experience - the term is everywhere in business and even in society now. As with many business practice...
Creating the Ultimate Dealership Customer Experience
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...
