January 04, 2024

The Importance of Customer Experience in the Automotive Industry, The CX Mindset, GET OUT of the Customer's Way, for crying out loud! | Gary Graves

28 minutes

Gary Graves co-founded InteractiveTel, now TotalCX, in 2008 and presently serves as CEO. Previously, he served as the company's first Chief Technology Officer. He developed the communications platform on which the company's proprietary products are based and has been instrumental in the company's dynamic growth trajectory.

What We Discuss In This Episode:

Data-Driven Insights:

The common issues observed through data analysis including abandoned calls and excessively long call times and identifying patterns that deter customers and hinder the overall experience.

Customer Effort:

Uncover the increasing effort customers need to put in to resolve their queries. Gary highlights the challenges that hinder smooth transactions, from long hold times to frustrating callbacks.

Lose the IVR:

Gary advocates for a customer-centric mindset and its impact on transforming the traditional automotive approach. Learn why ditching the IVR (Interactive Voice Response) is the first step toward creating a seamless and positive customer experience.

The CX Mindset:

The tangible benefits of adopting a customer-centric approach, from customer loyalty to positive reviews.

Long-Term Impact:

Building customer loyalty through exceptional experiences for sustainable growth and Leveraging ratings and reviews to become the preferred choice in a competitive market.

Gary emphasizes the simplicity of caring about people and prioritizing customer experience.

Key Takeaways:

Customer complaints about poor experiences clearly indicate issues within a dealership.
Abandoned calls and excessively long call times are signs of a poor customer experience.
The first step in improving the customer experience is eliminating IVRs and ensuring that phone interactions are seamless and efficient.
Providing a positive customer experience can lead to customer loyalty and increased referrals.

Connect with Gary Graves:

Total CX Website
LinkedIn: Gary Graves

Catch Gary at NADA 2024 - Booth Number 4321 West.

This episode is sponsored by AutoFi. The leading commerce platform for end-to-end digital automotive sales and financing, powering billions of online transactions every year. Through its innovative platform and expansive network of trusted lenders, AutoFi empowers sellers, including the nation’s top dealers and digital retailers, to sell more efficiently and profitably.

Listen to the full episode for insights and context from Gary Graves!

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By Michael Cirillo

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