Internet Department

Customer Experience

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May 2013, Auto Dealer Today - Feature

Cracking The Code

By Brittany-Marie Swanson

Attendees of Edmunds.com’s inaugural Hackomotive event tackled some of the industry’s biggest issues and were offered a glimpse at how the tech community could bring about change.

Tags: BDC, branding, consumer complaints, Customer Experience, Customer Service, dealer website, Dealerrater, digital marketing, Edmunds.com, Facebook, Mobile Marketing, social media marketing, twitter, web marketing, Web Tools, Yelp

September 2012, Auto Dealer Today - WebXclusive

Express Auto Emphasizes the R in CRM

At Express Auto, a five-store BHPH operation based in Kalamazoo, Mich., follow-up is the most important aspect of CRM. Management wants to cultivate relationships with all customers who submit leads because many of them are weeks or months away from buying.

By Kimberly Long

Customer relationship management can be particularly challenging for buy here pay here dealers. Express Auto has tackled this challenge by focusing on building relationships with its customers through mutual trust and respect.

Tags: BDC, bhph, CRM, CSI, Customer Experience, Customer Relations, customer satisfaction, data mining, demographics, Email Marketing, follow up, Love It or Return It, repeat and referral sales, reputation management, text marketing

September 2012, Auto Dealer Today - WebXclusive

Does My Butt Look Fat In These Jeans?

By Paul Potratz

Advertising and marketing expert Paul Potratz explains how shopping for jeans is like shopping for a car and walks through each step of the process, relating it to how car shoppers come into contact with dealerships online and in person.

Tags: BDC, Car Shopping, Customer Experience, Customer Service, inventory merchandising, professional presentation, training

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