November 26, 2024

Modern Customer Engagement In Auto Service [RR 1010]

42 minutes

Thanks to our Partner, NAPA Auto Care

Join the dynamic duo Uwe Kleinschmidt and Krista Eriksson of AutotechIQ! Uncover how data-driven processes are revolutionizing the automotive industry, explore the shifting landscape of customer behavior, and learn why transparency and education are essential for increasing approvals. Gain actionable insights into key aftermarket strategies, including maximizing the impact of digital vehicle inspections and employing innovative sales techniques.

Uwe Kleinschmidt, CEO, AutotechIQ

Krista Erickson, VP of Client Services and Marketing, AutotechIQ

Show Notes

Watch Full Video Episode

Shifting Customer Expectations (00:01:19)

Measuring Customer Engagement (00:02:12)

Case Study on Service Advisors (00:03:27)

The Role of Visual Aids (00:10:11)

Empowerment Through Information (00:11:34)

Building Trust with Customers (00:15:39)

Standardizing Job Names (00:16:01)

Declined Jobs Analysis (00:17:04)

Actionable Transparency (00:18:21)

Creating Urgency in Customer Interactions (00:21:51)

Marketing Strategies for Service Offers (00:22:23)

Follow-Up on Declined Services (00:23:07)

Effectiveness of Visual Aids (00:23:29)

The Brittany Process (00:25:31)

Customer Education Through Layman's Terms (00:26:49)

Work-Life Balance Challenges (00:29:35)

Rebranding Technicians (00:31:35)

Effective Communication in Service Advising (00:32:30)

Growing the Certified Shop Network (00:34:00)

AutoTechIQ DNA Concept (00:35:52)

Importance of Preventative Maintenance (00:36:54)

Technology's Role in Customer Engagement (00:37:39)

Redefining Service Advisor Roles (00:39:13)

Benefits of Specialized Roles in Shops (00:40:11)

Introduction to New Generations of Listeners (00:41:35)

Thanks to our Partner, NAPA Auto Care

Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care

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By Carm Capriotto, AAP

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