CBT Automotive Network Podcast

Surprise and Delight: A Great Customer Service Concept. Or Is It? - Shep Hyken | The Best Way to Pay Your Service Technicians | How To Measure the Return On Investment For Automotive Events

Today on CBTNews.com - Tuesday, May 28th, 2019:

Surprise and Delight: A Great Customer Service Concept. Or Is It? - Shep Hyken, CX Expert and Best Selling Author

When talking about customer experience, every business owner has probably heard the phrase “surprise and delight your customer”. While this might seem like common sense at first, what if we told you that customers don’t always want to be surprised? In this segment, we talk to Shep Hyken, customer experience expert and New York Times Best-Selling author of “The Amazement Revolution”. Shep discusses a recent article he published entitled, The Difference Between “Surprise and Delight” and Just “Delight”.

The Best Way to Pay Your Service Technicians

Employee wages are one of the biggest expense of any dealership. This is especially true in the service department. Attracting quality talent and paying them what they are worth are essential to the success of any service department. But how do you ensure that the money you spend on service technicians is translating into production and profits?

How To Measure the Return On Investment For Automotive Events

Perhaps you’re trying out your own marketing plan or you might have hired an out house agency to develop a comprehensive marketing plan for your dealership. Either way, it’s a big move to invest in a digital marketing strategy, so it’s no surprise that you want to get the most amount of bang for your buck. The fact though is that automotive digital marketing is not a one-size-fits-all solution. Every dealership has its own success formula without a single definition equation that measures success.

When talking about customer experience, every business owner has probably heard the phrase “surprise and delight your customer”. While this might seem like common sense at first, what if we told you that customers don’t always want to be surprised? In this segment, we talk to Shep Hyken, customer experience expert and New York Times Best-Selling author of “The Amazement Revolution”. Shep discusses a recent article he published entitled, The Difference Between “Surprise and Delight” and Just “Delight”.

When talking about customer experience, every business owner has probably heard the phrase “surprise and delight your customer”. While this might seem like common sense at first, what if we told you that customers don’t always want to be surprised? In this segment, we talk to Shep Hyken, customer experience expert and New York Times Best-Selling author of “The Amazement Revolution”. Shep discusses a recent article he published entitled, The Difference Between “Surprise and Delight” and Just “Delight”.

How to Capitalize on Summer Incentives and Attract Consumers To Your Showroom | How to Take Advantage of E-Commerce Opportunities in Auto Retail | Silence is Golden: Let the Car Speak to the CustomerDuring the Demo Drive

Today on CBTNews.com - Monday, May 27th, 2019:

How to Capitalize on Summer Incentives and Attract Consumers To Your Showroom - Brian Moody, Autotrader

Memorial Day is filled with perks and incentives. This holiday signifies the start of summer sales, but even with incentives and a strong economy, dealers are still struggling to get customers into showrooms. Here to talk more on the subject is Brian Moody, Executive Editor at Autotrader. Moody discusses a variety of ways in which dealerships can entice consumers into the showroom throughout the summer, and gives feedback and perks that are important to highlight for interested customers. To learn more about these strategies and how to best capitalize on summer incentives watch the full interview.

How to Take Advantage of E-Commerce Opportunities in Auto Retail

The sudden shift from traditional marketing to e-commerce can be jarring. The transfer of business from brick and mortar to the virtual world brings with it a host of new jargon and skills. It also brings opportunity. In the traditional model of sales, while there was certainly advertising, by and large, the focus was on bringing customers in to you. With e-commerce, that focus changes to your dealership meeting the customer wherever they are: at home, work, waiting for their plane--anywhere they’re using a device.

Silence is Golden: During a Demonstration Drive, Let the Car Speak to the Customer

There are many things in the retail automotive business that have become central to the car buying experience. Probably nothing has stood the test of time more than the demonstration drive. It is one reason why over and over again customers still prefer buying from a dealership rather than just purchasing a vehicle online. They want to drive it, feel it and smell that new car smell.

How to Capitalize on Summer Incentives and Attract Consumers To Your Showroom | How to Take Advantage of E-Commerce Opportunities in Auto Retail | Silence is Golden: Let the Car Speak to the CustomerDuring the Demo Drive

Today on CBTNews.com - Monday, May 27th, 2019:

How to Capitalize on Summer Incentives and Attract Consumers To Your Showroom - Brian Moody, Autotrader

Memorial Day is filled with perks and incentives. This holiday signifies the start of summer sales, but even with incentives and a strong economy, dealers are still struggling to get customers into showrooms. Here to talk more on the subject is Brian Moody, Executive Editor at Autotrader. Moody discusses a variety of ways in which dealerships can entice consumers into the showroom throughout the summer, and gives feedback and perks that are important to highlight for interested customers. To learn more about these strategies and how to best capitalize on summer incentives watch the full interview.

How to Take Advantage of E-Commerce Opportunities in Auto Retail

The sudden shift from traditional marketing to e-commerce can be jarring. The transfer of business from brick and mortar to the virtual world brings with it a host of new jargon and skills. It also brings opportunity. In the traditional model of sales, while there was certainly advertising, by and large, the focus was on bringing customers in to you. With e-commerce, that focus changes to your dealership meeting the customer wherever they are: at home, work, waiting for their plane--anywhere they’re using a device.

Silence is Golden: During a Demonstration Drive, Let the Car Speak to the Customer

There are many things in the retail automotive business that have become central to the car buying experience. Probably nothing has stood the test of time more than the demonstration drive. It is one reason why over and over again customers still prefer buying from a dealership rather than just purchasing a vehicle online. They want to drive it, feel it and smell that new car smell.

Memorial Day is filled with perks and incentives. This holiday signifies the start of summer sales, but even with incentives and a strong economy, dealers are still struggling to get customers into showrooms. Here to talk more on the subject is Brian Moody, Executive Editor at Autotrader. Moody discusses a variety of ways in which dealerships can entice consumers into the showroom throughout the summer, and gives feedback and perks that are important to highlight for interested customers. To learn more about these strategies and how to best capitalize on summer incentives watch the full interview.

Memorial Day is filled with perks and incentives. This holiday signifies the start of summer sales, but even with incentives and a strong economy, dealers are still struggling to get customers into showrooms. Here to talk more on the subject is Brian Moody, Executive Editor at Autotrader. Moody discusses a variety of ways in which dealerships can entice consumers into the showroom throughout the summer, and gives feedback and perks that are important to highlight for interested customers. To learn more about these strategies and how to best capitalize on summer incentives watch the full interview.

What Can We Expect From Used Car Sales in Q2? - Jonathan Banks, J.D. Power | Winning Automotive Video Strategies | Successful Ways To Pitch Your Next Big Idea To The Higher Ups

Today on CBTNews.com - Thursday, May 24th, 2019:

What Can We Expect From Used Car Sales in Q2? Jonathan Banks from J.D. Power Provides Insight

The used car market has had its fair share of turns and changing trends so far in 2019 and Jonathon Banks, Vice President and General Manager for Vehicle Valuations at J.D. Power, suspects that this won't be the end of the surprises 2019 has in store for dealerships. Banks sits down with CBT News' Jim Fitzpatrick to discuss the latest update on inventory and auction volume of used cars as we begin to move into the second quarter. Check out the full interview above to see what seems to be in store for dealerships and the used car market for the remainder of 2019.

Larry Dorfman on Why He is Handing Over the Reins of EasyCare to Finbarr O'Neill

CBT News is pleased to welcome back Larry Dorfman, Founder of EasyCare, and Finbarr O'Neill, Chairman and CEO, to discuss some of the changes that will be occuring to the leadership of EasyCare. Larry and Finbarr sit down with CBT's Jim Fitzpatrick in order to share with us the plans the company has to turn over the position of Chairman and CEO from its original founder Larry Dorfman to Finbarr O'Neill. Check out the full interview above.

Winning Automotive Video Strategies

Everyone who has a smartphone is now an amateur videographer and even some full-length movies have been shot using only a smartphone.  This technological evolution has produced some of the most candid and high caliber video on the web and the sky is the limit in the future. I remember in 2009 while working with LaGrange Toyota in Georgia the dealer principal Michael Stogner telling me how much he loved the new strategy and he was going to require anyone working with leads to create a personalized video for the customer.

Successful Ways To Pitch Your Next Big Idea To The Higher Ups

We’ve all been there when you have a killer idea, the best that you have ever come up with, but when you bring it to management, it gets shot down almost immediately. After those situations, you start to question, what happened? What you could have done differently? How you could have gotten an approval? However, you should keep in mind that a rejected idea does not mean that it isn’t a great idea or that management doesn’t like it. It could simply mean that it’s not something that either aligns with the dealership or it doesn’t seem vital for the organization to do.

What Can We Expect From Used Car Sales in Q2? - Jonathan Banks, J.D. Power | Winning Automotive Video Strategies | Successful Ways To Pitch Your Next Big Idea To The Higher Ups

Today on CBTNews.com - Thursday, May 24th, 2019:

What Can We Expect From Used Car Sales in Q2? Jonathan Banks from J.D. Power Provides Insight

The used car market has had its fair share of turns and changing trends so far in 2019 and Jonathon Banks, Vice President and General Manager for Vehicle Valuations at J.D. Power, suspects that this won't be the end of the surprises 2019 has in store for dealerships. Banks sits down with CBT News' Jim Fitzpatrick to discuss the latest update on inventory and auction volume of used cars as we begin to move into the second quarter. Check out the full interview above to see what seems to be in store for dealerships and the used car market for the remainder of 2019.

Larry Dorfman on Why He is Handing Over the Reins of EasyCare to Finbarr O'Neill

CBT News is pleased to welcome back Larry Dorfman, Founder of EasyCare, and Finbarr O'Neill, Chairman and CEO, to discuss some of the changes that will be occuring to the leadership of EasyCare. Larry and Finbarr sit down with CBT's Jim Fitzpatrick in order to share with us the plans the company has to turn over the position of Chairman and CEO from its original founder Larry Dorfman to Finbarr O'Neill. Check out the full interview above.

Winning Automotive Video Strategies

Everyone who has a smartphone is now an amateur videographer and even some full-length movies have been shot using only a smartphone.  This technological evolution has produced some of the most candid and high caliber video on the web and the sky is the limit in the future. I remember in 2009 while working with LaGrange Toyota in Georgia the dealer principal Michael Stogner telling me how much he loved the new strategy and he was going to require anyone working with leads to create a personalized video for the customer.

Successful Ways To Pitch Your Next Big Idea To The Higher Ups

We’ve all been there when you have a killer idea, the best that you have ever come up with, but when you bring it to management, it gets shot down almost immediately. After those situations, you start to question, what happened? What you could have done differently? How you could have gotten an approval? However, you should keep in mind that a rejected idea does not mean that it isn’t a great idea or that management doesn’t like it. It could simply mean that it’s not something that either aligns with the dealership or it doesn’t seem vital for the organization to do.

The used car market has had its fair share of turns and changing trends so far in 2019 and Jonathon Banks, Vice President and General Manager for Vehicle Valuations at J.D. Power, suspects that this won't be the end of the surprises 2019 has in store for dealerships. Banks sits down with CBT News' Jim Fitzpatrick to discuss the latest update on inventory and auction volume of used cars as we begin to move into the second quarter. Check out the full interview above to see what seems to be in store for dealerships and the used car market for the remainder of 2019.