Customer Relationship
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...
Everybody is Your Friend, You Just Haven't Met Them Yet
I was leaving my building in downtown Denver, heading to the dealership in Boulder this morning and I was thinking to myself how grateful I am to...
Latest Research: Evolution of The Car Shopping Journey in 2020
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...
The Power of Dealership and Customer Trust in Automotive Marketing
In the deep dark recesses of black-and-white television, there was a game show hosted by Johnny Carson called "Who Do You Trust?" The show was a...
Cupcakes and Etch in the Finance Department
Sometimes even the best pros in this business will get a deal thrown at them that they know is an uphill battle from jump street because of how it...
This Is How Automotive Retail is Transforming
In the earliest of days, weeks, and even months for auto dealerships returning to business (open doors at the facility), we are getting some...
5 Ways Your Dealership Benefits From Driving Difference in Your Community
In today’s age of the customer, dealers must compete on more than just price in order to win the sale. Yes, part of that is providing an exceptional...
The Real Value of Third Parties in Automotive
I’ve heard third-party listing sites described as a necessary evil in automotive. They provide valuable information to consumers and valuable leads...
They Called it Facebook for a Reason
A phone rings in the middle of the night, startling a grumpy middle-aged college dean back into consciousness. The computer servers at Harvard are...
In the Quiet, Listening Becomes Easier
Many of us lived through the 2008-2009 recession. For those of us that were in some of the hardest-hit industries like real estate, banking, or...
