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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 that generate? Providing a meaningful customer experience, something that customers rave about, doesn't happen by accident. Even with hard work, you won't have a 100% success rate. Think about …
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A common trait observed among various business owners is the tendency to undervalue marketing, often relegating it to a lesser priority or perceiving it merely as a cost, rather than recognizing its potent capability to generate leads and fuel business growth. When I was new to the car business, I worked for one of the best car men to ever walk the earth. His name was Morrie Sage and he had a …
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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 first. Stellar customer experience in one of the most difficult environments. I managed car dealerships in Beverly Hills for 15 years. It sounds glamorous but trust me on this, it’s really not. In some ways, …
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The only thing consistent about social media… is change. With platforms, trends, and user behaviors evolving constantly, it's essential for dealers to regularly review and update their employee social media policy. Does your store have a social media policy in place? If yes, when was the last time you reviewed it? If it’s been more than six months, a refresh may be overdue. If …
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