Consumer Experience

Positively Impacting Millions of Consumers...One Industry at a Time

The Importance of a Promise

All relationships begin with a promise. Whether it's stated or not, that first exchange establishes the groundwork for what's to follow. It's true for all relationships, both private and professional. The nature of this promise may differ slightly, but its purpose is...

Taking Over A New Dealership? Here Are Your Top Five Considerations

Whether you’re a veteran of the service automotive industry, or are new to the world of auto body repairs, you’re entering it at a time unprecedented in growth and ripe with opportunity. In fact, the USA reported over 6.1 million units in sales in 2017 alone, meaning...

Collision Customer or Lifetime Customer? Depends on the Data

This article appears originally at www.digitaldealer.com.  Ever wake up in the morning, sip your coffee, and think, "Today is a great day to find a collision center!"? Of course not. Most people looking for a body shop are in the midst of a stressful, unexpected...

How Important is Consumer Experience?

We all know the consumer experience is important-- but how important, exactly? The infographic below quantifies just how important the consumer experience has become, not just to consumers but to your business. In this increasingly connected world, consumer experience...

Dip or Swipe: Is Your Business EMV Compliant?

I’m sure by now, you’ve noticed that chips come standard on debit and credit cards. You’ve also probably been annoyed by the whole “insert or swipe” dilemma at the checkout stand. Well, the truth is, these chip cards are here to stay: and they’re worth the extra time...

Thank You Kindly: Why Showing Thanks This Season is Important

As you polish off the rest of your Thanksgiving leftovers, it’s a good idea to pause and look forward to the rest of this hectic season. If you’re anything like me, you’re probably already thinking about your 2018 goals and aspirations; you may even have your...

Online Networking: The Dreaded Virtual Round Table

Social media has become the new water cooler of the world. Suddenly, websites like LinkedIn are equally as important as an updated resume; if you’re not on the site and actively participating, you’re missing out on some supposedly “great” connections. Social media has...

“Just Venmo Me”: Mobile Payments are Changing Businesses Fast

Picture this: you’re in a pretty familiar situation, out at lunch with a fellow employee. You’re standing in line, ready to get a sandwich or slice of pizza, when you look down and realize you forgot your wallet. There’s no time to run back to the office, and you’re...

SEMA Show 2017 Review with UpdatePromise

The holidays are officially here, and the SEMA Show 2017 has come and gone. A few weeks ago in Las Vegas, 70,000 domestic and international buyers flooded the halls of the Las Vegas Convention Center. What did they see, you might ask? 3,000 newly introduced parts and...

Harnessing Fear: From Failure to Success

Have you ever been truly afraid? Scared, terrified, shocked—as our kids pick out their Halloween costumes and the country indulges in candy and scary stories, we hear these words used all the time. This time of year gives us a great opportunity to take a moment and...

Upcoming Technologies to Keep an Eye On

These days, new technology is pouring into the automotive industry at an exhilarating rate, with each new product becoming faster, better, and more efficient than the last. In the flood of new gadgets, software, and mobile apps, how can you possibly know which...

Man vs. Machine: Embracing the Self-Service Kiosk

Self-service kiosks may not be the intelligent robots we dreamed of in science fiction movies—but they do have the power to change the service industry as we know it. Every day more companies implement self-service kiosks into their businesses, and every day,...

Customers Are Changing As You Read This

Technology and the constant use of social media are dramatically changing the world around us. Today, it isn’t surprising that our customers’ expectations are quickly evolving as well-- so quickly that sometimes it feels impossible to keep up! Companies that are on...

Face the Facts and Be Real About Our Industry

People are amazing creatures. They astound me every day with their passion, intelligence and ability to succeed. But, at the same time, human beings are very good at convincing themselves to believe in things that may not be true. Sure, it might keep those people...

Online Marketing Strategies

How many websites do you visit in the course of a week, month or year in both your personal and professional life? If you're not accessing sites from your PC, laptop or tablet, you're checking them out on your smartphone. The statistics show that we are on the...

How to Empower and Retain Your Service Advisors

Fixed-operations directors and service managers all over the country will admit that the high-stress challenges facing their service advisors are many and varied. They will also candidly share the fact that their dealership’s most important…

Status Updates Can Improve Customer Satisfaction Rating By 10%

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Informed customers are happy customers

Automated status updates ensure customers are kept informed during the service lifecycle.

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Automated two-way communication

Reduce inbound and outbound calling between service writers and customers with real-time status updates via text messaging and email.

Real-time analytics

Available analytics in real-time provide realistic target date and time on all delivery promises. Customers are able to schedule and plan their day more efficiently.

The first 24 hours are crucial for retaining customers

Texting is 10 times quicker than phone calls – by the time you make one call to a single customer, texting would have enable an effortless communication with 10 customers. The essential truth about retaining customers is the way you are able to keep them engaged. As the old saying goes – the best way to grow your customers is not to lose them.