The pulse of the customer: Richard Cooper

Make customer data work for you

Make customer data work for you

May 4, 2016 at 12:54 am Comments are Disabled

It always amazes me how as much as we say we’re going to change the way we measure the customer experience, things always seem to stay the same.  How much longer are we going to place all of our focus (and money) on “overall satisfaction” and “advocacy” or “recommendation?” Last […]

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A lasting impact

A lasting impact

March 8, 2016 at 9:16 pm Comments are Disabled

LOOKING AT THE TIPPING POINTS THAT HAVE CHANGED THE AUTO INDUSTRY — AND THOSE STILL TO COME Canadian author Malcolm Gladwell published his first major book, The Tipping Point, in 2000. His book captured the attention of millions and his thinking has influenced how we interpret society unfolding. When you […]

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Please hang up and text me!

March 7, 2016 at 9:08 pm Comments are Disabled

LOOKING AT CONSUMER TRENDS THAT WILL IMPACT RETAIL IN 2016 AND BEYOND If you look back just five years, the rate of change in the way most business is conducted has been nothing short of amazing — and it’s not going to slow down. Five years ago, SMS or text […]

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Missed opportunities

Missed opportunities

December 22, 2015 at 5:58 pm Comments are Disabled

SOMETIMES ADDED AMENITIES ARE NOT ENOUGH IN THE SERVICE WAITING AREA.WHAT DOES THE FUTURE HOLD FOR THE AUTOMOBILE? Over the past two months, I have spent time in two different Toronto area dealerships waiting for my car to be repaired. Headlamp bulbs always seem to die in pairs three weeks […]

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Show you care

Show you care

October 16, 2015 at 1:58 am Comments are Disabled

THE RETAIL EXPERIENCE IS GOING THROUGH MANY CHANGES. HOW DO YOU WANT TO TREAT YOUR CUSTOMERS? Perhaps it’s because I live and work in Toronto that I’ve become jaded. We think that what happens here is happening everywhere else. So, maybe things aren’t quite as bad elsewhere, but almost every […]

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Best practices for customer surveys

Best practices for customer surveys

October 1, 2015 at 5:35 pm Comments are Disabled

CUSTOMER SATISFACTION SURVEYS CAN PROVIDE INVALUABLE FEEDBACK BUT THERE ARE RIGHT AND WRONG WAYS TO GO ABOUT THEM We’re living in a world where it often seems that people don’t really want to talk to each other any more, aside from cryptic messages via text message on mobile or on […]

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Stay connected

Stay connected

July 8, 2015 at 11:55 pm Comments are Disabled

LOOKING AT WHAT THE CONNECTED CAR MEANS FOR CONSUMERS AND DEALERS, PARTICULARLY IN THE SERVICE DEPARTMENT There has been a lot of talk in the past year about “the connected car.” Most of the discussion revolves around cars that communicate with their owners, with other cars around them, and with […]

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Faster is better

Faster is better

June 17, 2015 at 8:27 pm Comments are Disabled

CUSTOMERS EXPECT THEIR ONLINE INQUIRIES TO BE HANDLED PROMPTLY, AND DEALERS NEED TO BE READY TO RESPOND It’s not news that consumers use the Internet actively in their vehicle shopping process and increasingly, to schedule service visits. In many cases, this involves some kind of two-way communication, either by email […]

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