In today’s retail automotive climate, customers have more access to information than ever before. Quite often, a properly prepared and researched customer comes into the dealership armed with more knowledge than the salesperson. This can cause friction, as the customer often interprets the salesperson as deceptive. But in reality, the salesperson may simply not have[…]
Customer experience has become an industry “buzz term” of late when talking about customer acquisition and building loyalty. Most of the time, the focus is on the small things that turn a customer off — attitudes, inefficient processes, or other such actions. But what happens when, well, everything goes wrong? Imagine if a couple visited[…]
In the automotive industry, hundreds of customers pass through dealerships on a daily basis. Each of these customers will interact with dealership staff multiple times during their visit – whether they’re there to buy a car, or for a simple oil change. It’s very easy to function as an organization with a focus on efficiency[…]
A dealer in Washington state has taken a highly unusual – and unheard of – path to customer retention and loyalty. According to Automotive News, Denver Morford, dealer principal at Barry Chrysler-Dodge-Jeep-Ram in Ephrata, Wash., doesn’t believe in dealer reserve. Not only does he not believe in it but he also educates his customers during the[…]
Increasingly, the employee front line is a call center where agents interact with customers. These agents are the loyalty warriors of the future. Converged call centers that bring together multichannel access points (phone, email, chat, social media) are no longer the exception, but the rule. This means these agents need to be equipped as much to produce[…]