Is your training customer experience centric? Earlier this year, CDK Global reported that 84 per cent of dealers identified improving customer experience (CX) as their top strategy for 2024. (2024 CDK Global Friction Points Study) We know that CX is a key …
A customer experience mindset is good for business — and employee engagement and retention Retaining employees has long been a costly challenge for automotive dealerships. The 2024 CADA Workforce Study reports that after three years, only 45 per cent of Service Advisors, …
Elevating the customer experience in the service department reaps big rewards “Sales sells the first car, service sells the rest.” You have likely heard this before. The service department is the heart of post-purchase satisfaction, plays a crucial role in …
Shifting to a customer experience focused mindset is key but getting there won’t always be easy In the previous issue, I mentioned the importance of inspiring teams to adopt a customer experience focused mindset. Shifting a mindset dealership-wide can require …
The power of delivering a personalized customer experience within your dealership In today’s world, a level of personalized service has become the norm. In fact, according to Zendesk’s CX Trends 2024 report, 76 per cent percent of survey respondents said they expect …
Forbes’ Customer Experience All-Stars have lessons dealerships can learn. To gain inspiration on how to elevate your customer experience, it is useful to widen your lens and look at high-performers across other industries. In February, Forbes released their second annual …
Managing time is the secret to an exceptional customer experience The research is complete, and the studies have been released! The customer experience related findings of the 2024 CDK Global Friction Points Study and the 2023 Cox Automotive Car Buyer …
Do your dealership processes support the customer experience? In previous issues I have mentioned the importance of critically assessing your internal processes to ensure they are compatible with offering an exceptional customer experience. The new year is a great time …
The start of a new year gives us a chance to introduce a new customer-focused mindset. As 2023 moves to the rear-view, the automotive industry in Canada remains an unpredictable landscape. New car pricing and interest rates remain the top …
What’s it like being a customer at your dealership? Typically, the first experience a new customer has with your dealership is with the sales department. This experience sets the tone for the relationship throughout their ownership of the vehicle and …
The new battleground for success is providing an unrivalled customer experience. But what does that really mean? The terms “customer service” and “customer experience” are commonly used interchangeably. There are, however, key differences between the two, and offering great customer …
