Customer Experience
In this episode of Driven Loyalty Podcast with Jason Harris, Joe Webb joins to discuss the power of post-sale follow-up and how poor post-sale engagement kills loyalty. What really happens after the sale determines whether a customer becomes loyal—or disappears forever. This isn’t about CRM checkboxes or automated follow-ups. It’s about intentional communication, real human… Read more »
Customer Experience
Have you ever been invited to a party by a friend? One located at someone else’s place you did not know. Where you wouldn’t know anyone else besides your friend, but they convinced you to accompany them because it would be a good time? How well that went likely was determined by a simple action… Read more »
Customer Experience
We’re digging ourselves a hole that will be hard to get out of. Consumers have noticed how our automotive customer service efforts have taken a nose-dive in 2022. Early on in the pandemic-riddled year of 2020 (as if we’re not still pandemic-riddled, Joe?), dealers did everything in their power to entice car shoppers to visit… Read more »
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Accountability and the Management Screen Door
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What Happens When They Disappear?
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Gotta' Share,Customer Experience,Technology
Digital Retailing: A Poem So you want your store to embrace A channel, a technology, a placeWhere online transactions are madeA new way for dealers to get paidBy shoppers seeking an easier way To avoid the hassle and the delayThey find their car and agree to a priceValidate the deal, indeed it looks niceThey see… Read more »
Customer Experience
When Brent Wees suggested we put on a customer experience workshop at Digital Dealer 25, I jumped at the opportunity. With so much energy and so many resources poured into getting customers to come to the dealership, all that can be washed away by a negative experience (download a copy of our customer experience workbook, if… Read more »