Consumer Experience

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

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…

Are You Late to the Blog Party?

One day a service director at a large dealership told me that he thought blogs were a fad and they wouldn’t be around very long. He compared them to toys that came and went, like…

Five Reasons Why Customer Loyalty Programs Work

Some service departments have embarked on customer loyalty programs in the past that didn’t work and left a bad taste in everyone’s mouths, including customers. So if you mention the idea…

Show Customers You Care In Four Simple Ways

As we know, customer acquisition can be both expensive and time-consuming in any industry. And that’s why shop owners should always do whatever they can to retain every customer through their doors…

Five Top Ways to Market Your Service Department

Without strategic planning and the proper execution of a marketing plan, you could lose your customer base to the competition. So, how do you differentiate your business from the other service department right…

Famous People in Automotive History

You probably already know or have heard about some of the most famous people in the world. However, we thought we would clue you in on some of the most famous people in the automotive…

Five Common Marketing Mishaps

Business owners know everything there is to know about cars, but when it comes to marketing, they’re often relying on others or simple guesswork. Here are some marketing snafus that are regrettably too widespread in…

Status Updates Can Improve Customer Satisfaction Rating By 10%

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.

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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.