Customer Relationship
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Building Summits: Creating value through Networks
We sat down with Pam Walter, the VP of Business Development for Thought Leadership Summits, the producer of CXAUTO Summit Series and Founder of...
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Seeking and Creating Environments that Honor People: How Sarah Vantine is changing the BDC
In preparation for our meeting with Sarah Vantine of Quantum5, we spent time researching the company and reviewing her profile. Anything but ordinary...
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Disruption is the New Normal
Disruption. One of the buzz words lately over-used and misunderstood. The standard business definition is “radical change to an existing industry or...
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Communication Has Changed: A Conversation with Joe Shaker
How do you interview someone who is truly an industry heavyweight, a Massachusetts Dealer of the Year, the CEO of a Tech Company, and who has been...
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Disruption is Change
In the automotive industry we usually connect the word disruption to some up-and-coming vendor program, product, or new technology. When really...
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Curing your COVID Hangover
If you ordered a new vehicle and were told it could take a few weeks to come in, and all you had to do was leave a deposit and wait, you’d be pretty...
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Changing the Narrative to Sustainable Profit
I can vividly remember discussing a car deal with a sales manager and him telling me, “Get all the profit you can, it’s not like they are going to be...
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Need Management over Lead Management
It seems like a simple concept. Take care of people’s needs first and foremost. Yet, it continuously falls short on the planning and execution when...
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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...
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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...
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Building Customer Relationships with Tactile Action-Based Marketing
If you’re like most dealers, you invest thousands of dollars each month into various marketing channels. Some of which you may be deploying right...
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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...