Customer Relationship
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
