14 Oct

It’s The Little Things That Matter

When you greeting a customer pay attentive and smile, greet the customer.
11 Oct

What Makes Great Brands Great?

Since multi-point inspections became standard, dealers have followed the same old processes.
2 Oct

Electric Vehicles Could be Auto Industry’s Biggest Disruption EVER!

The next evolution in the automotive industry will fundamentally transform dealership service departments… and this one will be big: service departments that could be empty. If you look at current trends, you can see the writing is on the wall; ride-sharing being the biggest current shift.   And that’s not all. Consider the fact that …
6 Sep

Rest in Peace: 2-Shift Service Departments

If you haven’t noticed, our culture has changed. Your customers are no longer willing to wait. Everyone wants everything NOW!   Just look at the leader of the pack, Amazon. With this market powerhouse it’s all about same day or 2-day delivery. I can’t tell you how many times my first filter on Amazon has …
5 Sep

The New Look of myKaarma

Expansive UI Personalize your viewing size and… check_circle Improve your speed by going BIG! check_circle See more info without having to scroll check_circle Locate and enter data even faster check_circle Shrink it back quickly to access other assets too! Getting Started… Click the On/Off switch in the bottom right-hand corner of the app to get …
25 Aug

Rest in Peace Multi-Point Inspections!

Since multi-point inspections became standard, dealers have followed the same old processes. A customer comes into the service drive; the service advisor checks them in; a technician takes the car, examines it then gives the inspection to the service advisor for review with the customer.
3 Aug

Are you Killing Customers Softly with the Same Old Song?

In a recent article Colin Shaw, a leading customer experience thought leader and author, details his car-buying experience – and not in a positive way. He experienced car-buying the same way that car dealers have always done it in the past. [Spoiler Alert! -- The title of the article is “Unbelievable! Does Car Buying HAVE to Be SO Bad?”
21 Jul

To Grow Big Try Thinking Small

According to today’s highly successful companies, a greater focus on the personal customer experience rather than mass marketing to the universe leads to far more growth. Take care of your customers with a personal touch and they will take care of you
20 Jul

Turn Your Dealership Outside-In — NOT Inside Out

Join me in Las Vegas, NV from September 18-20 at Digital Dealer 23 for my session “Turn Your Customer Experience from Blah to Wow! Lessons from Outside the Auto Industry: A Focus on How Companies such as Amazon, Zappos and Apple Outshine the Competition When it comes to Customer Experience.”
10 Jul

The Princess and the Frog: Does Size Matter?

The fact that the Internet – and, more specifically social media – has allowed consumers to interact with brands instantaneously and on a personal level has changed the game and levelled the playing field. No longer is it all about “Buy our things because we’re popular!” Today it is more about, “Do business with us because we care about you – and we’re talking just to you… at the moment.” And that’s what creates brand advocates. People love the individual experience, tell their friends and continue to interact.