I've managed a lot of people in all kinds of dealerships over the years. The sales floor is a competitive environment filled with stressors, and each salesperson handles their stress differently. It's …
Customers Just Want to Go “Where Everybody Knows Your Name”
This week's article is a guest post from veteran automotive customer experience expert, Laurie Down. She is the person who made all our customers happy at Beverly Hills BMW (ask anyone who worked with …
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The Role of a Stellar Online Reputation in Sustaining Car Dealership Profitability
In today's full-speed, take no prisoners online reputation landscape, where one misstep can spell disaster for a car dealership's reputation, it's crucial to stay vigilant. Imagine losing a sale …
Customer Experience: The Case of The Invisible Customer
The need to be heard, the need to be recognized, is one of the most powerful motive forces in human nature. We define and sustain ourselves in conversations with others. The recognition of being …
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The Secret to Meaningful Customer Experience in Automotive Retail
Customer experience is the driver to higher gross profit. What would happen in your particular organization if the majority of your customers raved about their experience? How much more revenue might …
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The Art of Customer Experience: Creating Lasting Impressions
I’ve been thinking a lot about customer experience lately. You can’t build, manage or protect your reputation (online or off) without a thoughtful process and culture that puts the customer …
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