Why Consumers Are Navigating Away from Traditional Customer Service

in Jul 31, 2019

In a very interesting dynamic shift, consumers are increasingly changing how they want to interact with businesses for customer support. Just five years ago, think about how irritating it was to navigate through phone trees, just to finally reach a support agent, explain the problem,then be transferred to another agent, repeat your story and hope they are the right person to resolve the problem. We[…]

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Are Your Salespeople Evergreen or Shedding Customers?

in Jan 16, 2019

An excellent article on Customer Experience Insight shared an analogy that resonated with me as it can be applied to automotive salespeople. The article compares salespeople to trees and states that only 10 percent of salespeople are considered evergreen; are strong and productive no matter what business and/or the economy is like. They nurture their relationships with[…]

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Win Customer Loyalty One Customer at a Time

in Jan 14, 2019

In today’s environment, consumers demand more personal attention and expect tangible appreciation for their business. Loyalty programs, great customer experiences and expedient solutions to problems are no longer luxuries, but expectations. Every loyal customer seems to have a different reason for why they’ve chosen to be loyal. Perhaps one had a memorable moment, while another[…]

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Customer Experience is King

in Dec 21, 2018

Competition for air travel is fierce. Especially when it comes to wooing business travelers. An interesting fact that recently came to light is that the most desirable customers are not necessarily those that have flown the most miles. Airlines have realized this and have changed how rewards and statuses are earned. You see, flying longer[…]

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It’s All a Matter of Perspective

in Oct 10, 2018

When did you last walk through the customer entrance of your dealership and look at what is truly being experienced by the customer? Forget for a moment whether a sales consultant’s work area is messy, or if there are smudges on the windows. Let’s look a little closer at what a customer could see, hear[…]

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