Facts Not Feelings with Brooke C. Furniss

Are you ready to peek into the future of advertising? Tune in as Vasilios Lambos, CMO & Co-Founder at CognitionDigital.io, shares his insights on the transition from VLA to Performance Max. Discover the challenges, opportunities, and game-changing strategies in this exciting episode of 'Facts Not Feelings”

Vasilios begins by discussing the importance of data privacy and protection and how his company is leveraging clean rooms to provide a safe and secure environment for advertisers. He praises Amazon's first-party automotive data and emphasizes the need for full measurement and optimization capabilities across all digital advertising channels.

The conversation delves into various topics, including the value of programmatic media channels like Amazon DSP, the shift from traditional to digital advertising, and the benefits of hyper-targeted campaigns that drive business results and lifetime value. Vasilios sheds light on the challenges of managing advertising budgets and the importance of understanding impression share loss.

He also touched upon the evolving role of agencies in utilizing ad tech efficiently and effectively. Vasilios expresses frustration with Google's frequent strategy changes and lack of investment in agencies, urging them to listen to their customers and lean into their partners for expertise.

Key Takeaways:

1. Could Google be a better steward of ad dollars? Why so much change? There are more options for advertising other than Google
2. First Party Data, Clean Rooms/Data Privacy & Protection, CDP, Audience Segmentation
3. Breaking down wall of gardens

Connect:
Vasilios Lambos: https://qrcc.me/ryglnxif28vg

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Apple🎙️https://apple.co/3U4KvGA 

Spotify 🎧 https://spoti.fi/3DNNgFI  

Youtube ▶️ https://bit.ly/3jDwPoO

Chapters:

02:29 Google's frequent changes challenge dealers' advertising strategies, with a shift towards Performance Max, but marketers will adapt and find the right media mix.

05:06 Confusion and dissatisfaction with Google's ad dollars.

09:23 Competition increasing ad spend, important for dealers.

11:48 Impression share loss: rank vs budget, conversation.

16:00 Good attribution is important for audience strategies and measurement in advertising. The use of clean rooms can provide advantages over channels like Google and Facebook. Utilizing technology and data can optimize media strategies and improve sales.

22:46 Big leader in Amazon, becoming DSP agnostic, data privacy concerns

26:12 Multiple metrics important to align and optimize.

30:05 Measurement solutions for advertising performance, breaking down walled gardens, full picture of spend.

36:49 Breaking down walled gardens in programmatic advertising using clean rooms, identity resolution, and DSPs is a major trend. The focus is on targeted impressions and integration with different technology stacks. Efficiency and effectiveness are key, with agencies using technology for better results and attribution. The space is becoming more crowded with tech providers. Avoid jumping quickly to new solutions and providers.

43:34 Google needs to invest and listen more.

48:05 Active LinkedIn influencer sharing valuable content.

51:39 Book explores emotion in stock trading and decision-making

Ever wondered how top auto industries leverage AI for seamless lead handling? Ashley Cavazos, Marketing Director at DeMontrond Auto Group, unravels the secret behind their success. In today's episode, Brooke C Furniss and Ashley Cavazos dive deep into the transforming landscape of auto marketing, AI's powerful role, and the importance of diversity.

Ashley shares her insights on bridging the gap between marketing and sales, leveraging AI for lead handling, and fostering a culture of diversity through WOCAN. Hear firsthand experiences of successful change management strategies and the critical role of process implementation. 

Key Takeaways:

1. The Importance of Inter-departmental Communication & Change Management 
2. Role of Artificial Intelligence (AI) 
3. Emphasizing Diversity and Representation

Connect:

Ashley Cavazos: https://qrcc.me/ry96j44v3ely

BZ Consultants: https://qrco.de/bcqqFo    

Apple🎙️https://apple.co/3U4KvGA 

Spotify 🎧 https://spoti.fi/3DNNgFI  

Youtube ▶️ https://bit.ly/3jDwPoO

Chapters:

00:00. Manage AI implementation and communication.

08:05 AI can enhance customer communication.

14:02. AI needs constant management and feedback.

19:48 Promote diversity in the automotive industry.

23:22. Promote diversity in automotive industry.

30:35 Promote diversity in the industry.

32:12 Diversity in leadership is crucial.

40:56 Employee buy-in is crucial.

43:15 Sales and marketing collaboration is key.

50:40 Importance of listening to customers.

53:10 Data is essential for decision-making

Ever wondered how car dealerships win back customers after years of high prices and scarce supply? Stick around as we dive deep into the art of customer retention in the ever-revving vehicle market, here on Facts Not Feelings.

In this episode, Brooke C Furniss is joined by Bob Gower, the Chief Operating Officer of Traver Connect, together they walk us through the essential customer retention strategies, which include enhancing service experiences and revolutionizing sales approaches. Whether you're part of a dealership looking for ways to regain your customers' trust, or just someone interested in the dynamics of the vehicle market, this episode is your roadmap to understanding the future of car dealerships.

Bob discusses the 3 C's that he lives by - clarity, communication, and commitment. He emphasize the importance of having a clear understanding of what the customer wants, effectively communicating with them, and gaining their commitment. By following these three C's, trust can be built with the customer.

Brooke and Bob also delves into the topic of rebuilding trust in car dealerships, especially after a period of high prices, low supplies, and uncertainty. Bob points out that while the scarcity of cars may impact consumer trust, it is essential for dealerships to focus on how they treat the customer and make them feel good about their purchase decision.

Key Takeaways:

1. 3 C's: Clarity, Communication, Commitment.
2. Transparency is key for customers.
3. Build trust through effective communication.
4. Convenience and trust drive business

Connect:
Bob Gower: https://qrcc.me/ry97gfbfopqw
BZ Consultants: https://qrco.de/bcqqFo   
Apple🎙️https://apple.co/3U4KvGA
Spotify 🎧 https://spoti.fi/3DNNgFI 
Youtube ▶️ https://bit.ly/3jDwPoO

Chapters:
00:13 Customer trust is built through clarity, communication, and commitment.
09:48 Flexibility is key in car buying.
14:06. Transparency is key in pricing.
17:55 Customer transparency is invaluable.
20:41 Build trust through effective communication.
24:23 Improving communication with customers.
33:37 Convenience and trust are crucial.
34:09 Communication is crucial for success.
40:41 Improve communication for customer retention.
46:23 Improving customer experience through communication.
50:21. Facts over feelings in decision-making.

Brooke C Furniss is joined by Martha Alvarado, the BDC Director at Wondries Toyota. Together emphasizes the importance of instilling genuine care and empathy into one's genes. She introduces the concept of LACE (Listen, Ask questions, Confirm, Educate) as a framework for showing customers that you care about their needs. Martha believes that cultivating a culture of genuine care has a domino effect on customer relationships and overall business success. She highlights the significance of observing and correcting behavior, as well as the essentiality of customer connection.

Martha encourages individuals to slow down and personalize their approach, taking ownership of customer relationships. She values employees for better customer service and advocates for creating a positive work environment. 

Martha emphasizes the importance of demonstrating value through real facts and adjusting targets during culture change. Her ethos is centered around finding a way to help others and making a positive impact through genuine care and empathy.

This enlightening conversation promises to inspire change and re-evaluate traditional business norms.

Key Takeaways:

1. Cultural Change: Prioritizing cultural change in a business, starting from the top, can enhance both internal relations and customer interactions.
2. Overcoming Resistance: To encourage change, especially in upper management, use real examples and facts. Sometimes, experiencing the downsides of resisting change can be enlightening. 
3. Targets vs Customer Care: While sales targets are important, genuine customer care should not be compromised. Temporary adjustments to targets may be necessary during the culture shift, but in the long run, improved customer care can boost sales and loyalty.

Chapters:
02:07 Authentic care is crucial.
09:25. Importance of observing and correcting behavior.
15:29 Customer connection is essential.
19:01 Slow down and personalize your approach.
21:13 Take ownership of customer relationships.
26:00 Value employees for better customer service.
35:36 Creating a positive work environment.
40:35 Demonstrate value through real facts.
45:23 Adjust targets during culture change.
49:19 Consider facts and feelings together.
51:55 Learning languages can be challenging.
56:51 Find a way to help.


Connect:
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Spotify 🎧 https://spoti.fi/3DNNgFI 
Youtube ▶️ https://bit.ly/3jDwPoO

Brooke C Furniss is joined by Nathan Hollenbeck, Vice President of the Del Grande Dealer Group (DGDG). Together they delve into a variety of topics - from digital transformation in automotive retail to the integration of Salesforce CRM with DGDG's operations.

Discover how Salesforce CRM is reshaping the automotive industry with insights from Nathan Hollenbeck, the visionary VP of DGDG!"

Uncover the secrets of digital transformation in the automotive industry with Nathan Hollenbeck, VP of Del Grande Dealer Group, as we explore the power of Salesforce CRM, the role of data privacy, and the future of automotive retail!”

Key Takeaways:

1. Salesforce CRM for Automotive
2. GA4 Setup & Integration, & Centralized Cosmetic Reconditioning Center

Connect:
Nathan Hollenbeck: https://qrcc.me/ry5syjm99s3p

BZ Consultants: https://qrco.de/bcqqFo    

Apple🎙️https://apple.co/3U4KvGA 

Spotify 🎧 https://spoti.fi/3DNNgFI  

Youtube ▶️ https://bit.ly/3jDwPoO

Chapters:

00:11 Efficiency gain through Salesforce CRM.

05:01 Salesforce customization for automotive industry.

11:52 Salesforce enhances dealership operations.

18:31 Streamlined integration improves communication efficiency.

20:20 Improved security and optimization.

26:46 Improved communication and data integration.

33:14 Centralized reconditioning improves efficiency.

35:25 Efficiency and enhanced consumer experience.

40:30 Integration drives better change in automotive industry.

46:29 Unified system improves customer experience.

51:02 Influential person and favorite vehicle.

In the ever-evolving automotive industry, the focus on customer experience is key. Dealerships are recognizing the need to bridge the disconnect between sales and service to enhance customer retention and referrals. In this episode, Brooke C Furniss is joined by Steve Apicella is the Chief Executive Officer of Strategic DX - Your Dealer Experience. Together they discuss the importance of customer retention, referral, and the digital life cycle in the automotive industry. They delve into the disconnection between sales and service, the need for a unified customer experience, and the potential of digital solutions to bridge this gap.

Key Takeaways:

1. Prioritize Customer Retention: Retaining existing customers is more cost-effective than acquiring new ones. Building strong relationships and offering exceptional customer service increases the likelihood of repurchases, referrals, and customer satisfaction.
2. Create a Unified Experience: Bridging the gap between sales and service is crucial for long-term customer engagement. Dealerships should aim for a unified customer environment, leveraging technology to enhance in-person engagement rather than replace it.
3. Implement a Digital Strategy: The success of companies like Amazon and Apple in customer engagement serves as inspiration for the automotive retail industry. Developing a dealer branded app and using digital platforms can help dealerships stay connected with customers beyond the initial sale, fostering ongoing relationships and improving customer satisfaction.

Connect:

Steve Apicella: https://qrco.de/bdG9Qx 

BZ Consultants: https://qrco.de/bcqqFo    

Apple🎙️https://apple.co/3U4KvGA 

Spotify 🎧 https://spoti.fi/3DNNgFI  

Youtube ▶️ https://bit.ly/3jDwPoO

Chapters:

00:46 Introduction to Steve Apicella and his business.

03:19 Our industry needs to prioritize customer retention.

10:52 Amazon's frictionless process has lessons for the automotive retailing industry. Dealers should embrace customers beyond selling cars and focus on F&I. The industry should make F&I available on smartphones and improve the service experience.

18:37 Customer loyalty is cost-effective, but often overlooked.

21:27 Service drive: Champion customer experience, retain loyalty.

29:47 Continuous improvement, evolving, learning, sharing for industry survival.

31:56 Honoring voice, experience, growth, engaging with skeptics.

36:18 "Customer communication: phone calls, junk mail, text messaging"

38:07 Get updates, personalized interaction, customer relationship.

44:21 Par 3 win a car, lucky shot, disappointment.

45:41 Weather was bad, couldn't play golf.

49:02 Support and participate in valuable industry events.

55:30 Lucky guy loves cars, big sedan fan.

58:51 "Thank you, Steve. Check out strategic dx."

Stephen Moore, is the CEO and founder of Culture Booster. Together, they delve into the topic of culture and its importance and misconceptions within the automotive industry. They discuss the difference between a bad manager and a toxic work culture, the need for a positive and inclusive company culture, and how investing in employees can lead to greater success. They also reference real-life examples and share empowering stories that highlight the impact of culture on organizations. Brooke C Furniss is joined by Stephen Moore as they dispel misunderstandings surrounding culture and provide valuable insights for both automotive professionals and anyone interested in understanding the dynamics of workplace culture.

Key Takeaways:

1. Differentiate between a bad manager and a toxic work culture - understanding this distinction is crucial for creating a healthy workplace environment.
2. Foster a positive and inclusive company culture to boost employee engagement and provide a better customer experience.
3. Prioritize employee happiness and invest in developing a strong organizational culture to drive overall business success in the automotive industry.

Connect:

Connect with Stephen Moore: https://qrcc.me/rvwffd41rpmt

BZ Consultants: https://qrco.de/bcqqFo    

Apple🎙️https://apple.co/3U4KvGA 

Spotify 🎧 https://spoti.fi/3DNNgFI  

Youtube ▶️ https://bit.ly/3jDwPoO

Chapters:

00:09 Podcast explores importance of culture in automotive industry.

05:01 Two cultures: missionary and mercenary. Choose.

09:30 New tool reveals employee burnout, saves money.

11:28 Different generations have different work mentalities.

14:34 Scorecards and KPIs drive organizational success.

17:58 Unawareness of demographics hinders perception change.

20:18 Understanding employee why leads to customer-first mentality.

26:38 Toxic work culture and misconceptions discussed.

30:09 Invest in training and research for success.

34:10 Increasing unionization due to lack of employee support.

36:06 ROI in business should not be limited to measureable factors. Happiness leads to success in the workplace.

40:07 Praising recognition tool encourages positive employee behavior.

46:10 Thank you, Stephen. It was a pleasure. Serve others today and see you next week.

50:18 Serve and help others, subscribe, thank you.

In this episode of "Facts Not Feelings," we dive deep into the world of consumer experiences and the impact they have on a brand.  Host Brooke C Furniss shares her frustrating journey of trying to contact a company that provided poor customer support. She then discusses the importance of every step in the consumer's journey reflecting back on the brand, whether positive or negative. The episode explores examples from various industries and highlights the significance of customer satisfaction and loyalty. Join Brooke as she navigates the consumer experience minefield and uncover valuable insights that every business should consider.

Key Takeaways:

1. The entire consumer journey reflects back on the brand, whether positive or negative.
2. Social media influencers can have a significant impact on a brand's perception.
3. Prioritizing customer satisfaction and delivering a positive experience leads to customer retention and ROI.

Connect:

BZ Consultants Group: https://qrco.de/bcqqFo   

Chapters:

01:48 Scaling brands understand the impact of every consumer interaction.

03:58 Companies' different attitudes towards consumer experiences and a frustrating purchase experience with Stanley products.

07:38 Email box full, chat and call fail. No response from company after 3 weeks. Reached out to American Express for help. Bought another tumbler due to address change fee. Stanley customer experience lacking.

13:11 The importance of the entire brand journey.

20:00 Brands don't care about technical glitches.

22:33 Brand value lies in people, customers.

26:43 Tom's quote on the difference between the business you think you're running and the one you're actually running. Andrea emphasizes the importance of culture and trust. Peter discusses the value of relationships over transactional sales. Katie Mares advocated for a shift away from transaction-focused service. Tito's vodka's successful branding campaign that supports charity.

30:03 Brand perception, customer journey, positive experience, retention.

32:20 Blown away by Apple's exceptional customer service.

35:45 "Goodbye week, spread kindness."

Host Brooke Furniss is joined by Larry Feldman for a captivating discussion on the top 10 insights from the NIADA vs WIA conference. Larry shares his thoughts on various topics, including positivity, gender roles in the automotive industry, empowering women, and the importance of self-belief. Join Brooke and Larry as they delve into the world of car sales, automotive marketing, and the power of mindset.

Key Takeaways

1. Positivity is Key: Larry emphasizes the importance of maintaining a positive mindset. Attending conferences with a positive attitude can lead to meaningful connections and valuable insights.

2. The Influence of Women: The podcast highlights the significant role women play in purchasing decisions, particularly in the automotive industry.

3. Believe in Yourself: Larry and Brooke stress the importance of self-belief and recognizing one's worth. Don't underestimate your abilities or settle for less than you deserve.

Connect

Larry Feldman:: https://qrco.de/bd37M7
BZ Consultants Group: https://qrco.de/bcqqFo   
Apple🎙️https://apple.co/3U4KvGA
Spotify 🎧 https://spoti.fi/3DNNgFI 

Chapters

4:59 Positive attitude and forward thinking at conferences.
11:10 Women and men unite for industry success.
15:08 Importance of podcasts, women's role in car buying.
21:0 Use your voice for change, speak up.
27:25 AI and the challenges of information dissemination.
36:30 Fun conference with supportive friends and connections.
39:50 People, positivity, and fun with friends.
48:50 Attend conferences to learn, improve business, make money.
58:27 Look in the mirror, understand others. Favorite book is "Truman" by David McCullough.
1:03:26 Gratitude for guests and viewers, upcoming format change.

#FactsNotFeelings #MovingAutomotiveForward #Consultant #Podcast #Automotive #CarConsultant #AutomotiveConsultant #CarTalk #CarDealership #CustomerExperience #DigitalMarketing #WomenInAutomotive #WomenInBusiness #AutomotiveMarketing #BZConsultantsgroup #BZConsultants #BrookeFurniss

In this thought-provoking episode of 'Facts Not Feelings', join your host, Brooke C Furniss, as we delve into how perception shapes our reality. Subscribe now and never miss an episode! Journey with Brooke from a small town to Hiroshima, uncovering the power of perceptions and the richness of individual realities. This episode challenges your understanding, promotes facts over feelings, and encourages understanding before passing judgment. Tune in and let's explore the unseen layers of reality together.

Stay tuned for exciting announcements about the future of 'Facts, Not Feelings' and let's continue this journey of understanding together.

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Chapters
0:00 Introduction
2:15 Unraveling My Story: From a Black-and-White World to a Rainbow of Perspectives
5:44 Beyond Surface Level: Unraveling the Facts Behind Failing Car Sales
9:44 Big Announcements: Taking the Show on the Road and Changes to Come
13:27 Perception and Reality: Exploring How We Interpret the World
20:36  Perception, Reality, and Breaking Judgments: Embracing Understanding
24:43 Embracing Understanding: Perception, Reality, and Shifting Mindsets in the Automotive Industry

#FactsNotFeelings #MovingAutomotiveForward  #PerceptionVsReality #UnderstandingOverJudging #UnveilingTruth #PowerOfPerception  #IndividualRealities #RealityCheck #BrookeFurniss #Podcast #Perspectives #Understanding  #Reality #InsightfulDiscussions #PerceptionIsReality #automotive