In this presentation, originally put together for DSES 2013, Jeff Kershner and Ryan Leslie discuss and review several key elements around providing a stellar online and offline customer experience with your dealership.
From managing and obtaining online customer reviews to leveraging mobile technology to engage your potential customers on the showroom floor, while helping to prevent showrooming.
Each highlighted experience that Jeff and Ryan focus on in this presentation has a very influential and direct impact on your dealers business.
Jeff Kershner / Ryan Leslie DSES 2013 SlidesDealerRater
Jeff Kershner, Founder of DealerRefresh, and Ryan Leslie, Director Dealer Experience for DealerRater.com, jointly presented a session at the DrivingSales Executive Summit in October 2013. The session provided dealers with meaningful and actionable data on improving show rate by improving overall Customer Experience.
Mobile Workflow and the Showroom Process of the Near FutureJeff Kershner
By now, if you’re not already familiar with the term “Showrooming”, then you might want to pass on by this presentation.
If you ARE familiar with the term or at least understand the concept of Showrooming, then you will not want to miss out on this session full of the latest studies, rich data, best practices and ideas.
This presentation will not only get you up to speed on the latest and most important statistics around this common consumer action, but before you leave – you’ll understand and learn…
1. Why this now considered common way of shopping is not only here to stay but also how it has and will continue to quickly change and affect your showroom process and sales.
2. How to leverage technology and tablets (you already have) to your advantage by injecting it into your traditional “road to the sale” to build trust and regain control. Ultimately selling more vehicles while optimizing gross on the front end and selling more products on the back end.
3. What (free) applications you need pre-loaded on your dealerships mobile tablets that will re-establish a new and more effective workflow and process on your showroom floor.
4. Reduce sales employee churn by empowering your staff with instant knowledge and customer decision data that help them quickly achieve success right at the tip of their fingers - literally.
Other sessions may utilize this up and coming buzzword “showrooming” to educate you and offer different services, cutting edge marketing technology and the importance of mobile website design. While all very important, “Mobile Workflow and the Showroom Process of the Future” will prepare you long term on how adapt and change your overall strategy
Not only will your customers LOVE the new experience, but your sales team will instantly appreciate how much more effective and confident they become. Ultimately resulting in MORE than just another sale.
Dealer Technology Concepts provides data-driven used vehicle sourcing service...dtconcepts
Dealer Technology Concepts provides buy-side research, portfolio management assistance and vAuto-driven used vehicle sourcing for retail auto dealers. DTC also consults with dealers on used car merchandising strategies and offers training and eBusiness consulting services.
Jeff Kershner / Ryan Leslie DSES 2013 SlidesDealerRater
Jeff Kershner, Founder of DealerRefresh, and Ryan Leslie, Director Dealer Experience for DealerRater.com, jointly presented a session at the DrivingSales Executive Summit in October 2013. The session provided dealers with meaningful and actionable data on improving show rate by improving overall Customer Experience.
Mobile Workflow and the Showroom Process of the Near FutureJeff Kershner
By now, if you’re not already familiar with the term “Showrooming”, then you might want to pass on by this presentation.
If you ARE familiar with the term or at least understand the concept of Showrooming, then you will not want to miss out on this session full of the latest studies, rich data, best practices and ideas.
This presentation will not only get you up to speed on the latest and most important statistics around this common consumer action, but before you leave – you’ll understand and learn…
1. Why this now considered common way of shopping is not only here to stay but also how it has and will continue to quickly change and affect your showroom process and sales.
2. How to leverage technology and tablets (you already have) to your advantage by injecting it into your traditional “road to the sale” to build trust and regain control. Ultimately selling more vehicles while optimizing gross on the front end and selling more products on the back end.
3. What (free) applications you need pre-loaded on your dealerships mobile tablets that will re-establish a new and more effective workflow and process on your showroom floor.
4. Reduce sales employee churn by empowering your staff with instant knowledge and customer decision data that help them quickly achieve success right at the tip of their fingers - literally.
Other sessions may utilize this up and coming buzzword “showrooming” to educate you and offer different services, cutting edge marketing technology and the importance of mobile website design. While all very important, “Mobile Workflow and the Showroom Process of the Future” will prepare you long term on how adapt and change your overall strategy
Not only will your customers LOVE the new experience, but your sales team will instantly appreciate how much more effective and confident they become. Ultimately resulting in MORE than just another sale.
Dealer Technology Concepts provides data-driven used vehicle sourcing service...dtconcepts
Dealer Technology Concepts provides buy-side research, portfolio management assistance and vAuto-driven used vehicle sourcing for retail auto dealers. DTC also consults with dealers on used car merchandising strategies and offers training and eBusiness consulting services.
"We live in an experience economy"
(Joe Pine)
But people are still forgetting that we buy emotions, not goods.
In this presentation, I've come up with great customer experience stories, the difference between a standard customer journey and a well-staged customer journey + a bonus regarding how to identify the true loving customers and how to deliver them a great customer journey.
Revealing Design Treasures From The AmazonJared Spool
On its surface, Amazon.com just seems like a large e-commerce site, albeit a successful one. Its design isn't flashy, nor is it much to write home about. But deep within its pages are hidden secrets -- secrets that every designer should know about.
If one looks closely at what the team at Amazon has built, it's filled with innovative functionality and clever designs, all of which creates a delightful experience for its users and directly produces regular profits for its shareholders. But not all is perfect. Some design changes in the last few years have not been the success that the team had hoped for. Amazon's exceptional qualities and imperfections are critical knowledge for any designer that wants to dig deep into what makes the site tick.
In this entertaining presentation, Jared will share some of UIE's latest research into the hidden treasures of (the) Amazon.
You'll learn:
+ The simple Yes/No question that increased revenues by more than $1 billion
+ The elegant subtlety of Amazon's security system
+ Why Amazon's business model is more than meets the eye (and why designers need to care)
+ The wins and losses that Amazon has had with social media functionality
This was done as part of a coursework for the Business Model class at Heriot-Watt University.
It was used only in educational services.
I hope you enjoy it and learn something form it, because we certainly learned a lot.
A presentation on Amazon's Corporate Branding. The information in the presentation is collated with the help of both primary and secondary data and is not sponsored by Amazon. It covers Corporate identity, communication strategy, governance and other aspects related to public relations, investor relations, advertising, marketing, etc.
There are now more than five billion active mobile subscriptions worldwide. That’s almost 1.5 billion more active mobile subscriptions than toothbrushes sold. Mobile devices outnumber PCs by more than five times, while smartphones in particular represent the single greatest marketing technology of our times. Learn how to optimize your company’s website for mobile browsers that will boost customer engagement and traffic by 85 percent. Among small businesses that have created mobile-friendly websites, 84 percent saw an increase in new business activity. Discover how your business can be a part of that statistic.
How you will benefit:
• Understand best practice and tactics used in mobile marketing to help you stay current
• Learn how to setup your business for mobile marketing
• Access top tools, white papers, and resources to get you started or take your current mobile strategy to the next level
Interesting Stats:
Fifteen percent of Americans answer their cell phone …while having sex
Seventy-five percent of Americans admit to using their phone…while in the bathroom
Nine million have shopped using a mobile device …while in a meeting at work, and …4 million have shopped using a mobile device while driving
Forty-four percent of mobile users …sleep with their phone next to their bed because they wanted to make sure they didn’t miss any calls, text message, or other updates during the night.
An increasing number of consumers today are treating the physical store like a “showroom”: trying out new products and proceeding to buy the product online at a lower price.
In this session, iQmetrix will discuss interactive retail technology and how improving the in-store experience can help to convert shoppers, initially bent on showrooming, into buyers. They will also discuss how retailers can develop an “omnichannel” experience by selling to consumers on all channels (online, mobile and in-store) simultaneously.
Using your User Experience (UX) Super Powers for Good or Evil - Theo Mandel, ...Theo Mandel, PhD
Invited presentation at the IUE2014 User Experience Conference, Phoenix, AZ on June 11, 2014.
My well-known presentation, "The Golden Rules of User Experience Design," has over 12,000 views (2013 and 2009 versions).
This new presentation takes a slightly different view on the golden rules of design and focuses on how user experience can be used for purposes of deception and fraud. Poor design is not intentionally deceptive, but EVIL design is!
For more information, contact:
Theo Mandel, Ph.D.
theo (at) theomandel.com
www.theomandel.com
"We live in an experience economy"
(Joe Pine)
But people are still forgetting that we buy emotions, not goods.
In this presentation, I've come up with great customer experience stories, the difference between a standard customer journey and a well-staged customer journey + a bonus regarding how to identify the true loving customers and how to deliver them a great customer journey.
Revealing Design Treasures From The AmazonJared Spool
On its surface, Amazon.com just seems like a large e-commerce site, albeit a successful one. Its design isn't flashy, nor is it much to write home about. But deep within its pages are hidden secrets -- secrets that every designer should know about.
If one looks closely at what the team at Amazon has built, it's filled with innovative functionality and clever designs, all of which creates a delightful experience for its users and directly produces regular profits for its shareholders. But not all is perfect. Some design changes in the last few years have not been the success that the team had hoped for. Amazon's exceptional qualities and imperfections are critical knowledge for any designer that wants to dig deep into what makes the site tick.
In this entertaining presentation, Jared will share some of UIE's latest research into the hidden treasures of (the) Amazon.
You'll learn:
+ The simple Yes/No question that increased revenues by more than $1 billion
+ The elegant subtlety of Amazon's security system
+ Why Amazon's business model is more than meets the eye (and why designers need to care)
+ The wins and losses that Amazon has had with social media functionality
This was done as part of a coursework for the Business Model class at Heriot-Watt University.
It was used only in educational services.
I hope you enjoy it and learn something form it, because we certainly learned a lot.
A presentation on Amazon's Corporate Branding. The information in the presentation is collated with the help of both primary and secondary data and is not sponsored by Amazon. It covers Corporate identity, communication strategy, governance and other aspects related to public relations, investor relations, advertising, marketing, etc.
There are now more than five billion active mobile subscriptions worldwide. That’s almost 1.5 billion more active mobile subscriptions than toothbrushes sold. Mobile devices outnumber PCs by more than five times, while smartphones in particular represent the single greatest marketing technology of our times. Learn how to optimize your company’s website for mobile browsers that will boost customer engagement and traffic by 85 percent. Among small businesses that have created mobile-friendly websites, 84 percent saw an increase in new business activity. Discover how your business can be a part of that statistic.
How you will benefit:
• Understand best practice and tactics used in mobile marketing to help you stay current
• Learn how to setup your business for mobile marketing
• Access top tools, white papers, and resources to get you started or take your current mobile strategy to the next level
Interesting Stats:
Fifteen percent of Americans answer their cell phone …while having sex
Seventy-five percent of Americans admit to using their phone…while in the bathroom
Nine million have shopped using a mobile device …while in a meeting at work, and …4 million have shopped using a mobile device while driving
Forty-four percent of mobile users …sleep with their phone next to their bed because they wanted to make sure they didn’t miss any calls, text message, or other updates during the night.
An increasing number of consumers today are treating the physical store like a “showroom”: trying out new products and proceeding to buy the product online at a lower price.
In this session, iQmetrix will discuss interactive retail technology and how improving the in-store experience can help to convert shoppers, initially bent on showrooming, into buyers. They will also discuss how retailers can develop an “omnichannel” experience by selling to consumers on all channels (online, mobile and in-store) simultaneously.
Using your User Experience (UX) Super Powers for Good or Evil - Theo Mandel, ...Theo Mandel, PhD
Invited presentation at the IUE2014 User Experience Conference, Phoenix, AZ on June 11, 2014.
My well-known presentation, "The Golden Rules of User Experience Design," has over 12,000 views (2013 and 2009 versions).
This new presentation takes a slightly different view on the golden rules of design and focuses on how user experience can be used for purposes of deception and fraud. Poor design is not intentionally deceptive, but EVIL design is!
For more information, contact:
Theo Mandel, Ph.D.
theo (at) theomandel.com
www.theomandel.com
Join guest speakers Gregory Hickman, Mobile Marketing Manager at Cabela’s and Julie Ask, Analyst at Forrester Research, Inc. as they discuss the opportunity for retailers and brands to better engage the perpetually connected consumer, delivering the right message to the right person at the right time and place, driving store traffic and enhancing the in-store experience. This session is brought to you by Digby, the leader in location-based marketing technology for retailers and brands.
The New-Era Digital Store: Expectations, Insights and Consumer IndividualityMozu
Learn about the exhilarating future of the digital store with this presentation from Jason Wallis, CTO of Mozu, and guest speaker, Adam Silverman, Principal Analyst of Forrester Research.
Digital Transformation in Customer Service: Roadmap for Success in 2014Ajit Khadd
Consumers have gone digital; you hear phrases like “digital by default” and “digital transformation”
in the C-suite. In fact, CDOs (Chief Digital Officers) are the latest addition to the C-suite!
LAS CLAVES DEL ÉXITO EN LA GENERACIÓN DE UN CANAL DE VENTAS POR INTERNET, SOL...Marcos Pueyrredon
Material de apoyo utilizado por el experto internacional Enio Harbin, WebSphere Commerce Manager para Latinoamérica de IBM en el panel "LAS CLAVES DEL ÉXITO EN LA GENERACIÓN DE UN CANAL DE VENTAS POR INTERNET, SOLUCIONES PARA ACELERAR LA OFERTA EN LOS NEGOCIOS ONLINE" que que se llevo a durante el III Congreso Latinoamericano de Comercio Electronico Ecommerce LATAM 2009 (www.ecommercelatam.org) realizado el 2 de diciembre del 2009 en Hotel W de la ciudad de Santiago, Chile. Si usted esta interesado en acceder a mas informacion, material y videos del panel y el resto del Congreso ingrese en http://www.comunidadebusiness.com/group/ecommercelatam2008
With new technology continuing to drive the future direction of the automotive industry and with the explosion of e-commerce, retailers of all kinds are scrambling to create compelling shopping experiences that will get customers into their stores.
Access this presentation to help you understand how integrating relevant digital customer experiences into your dealership’s sales and service processes can drive revenue and improve customer satisfaction.
We will show you how you can:
● Create a unique customer experience with onsite touchscreen kiosks and in-store connectivity to guest phones and tablets.
-Strengthen customer loyalty with touchscreen applications that make dealer service more efficient and more transparent.
● Examine opportunities for extending your reach by placing digital kiosks in a shopping mall or other public space.
● Consider key factors when choosing equipment, including size, sound, format, placement and light.
To learn more visit: https://www.viewpointkiosks.com
hybris SAP and IBM Retail Webinar presentation - How Brands Get Strongest ROI...Tero Angeria
There are many technological advances to reinvent retail and they can be surprisingly cost-efficient. From intelligent and engaging video content on in-store screens, to a customer journey crossing social and mobile touch points. All these innovations can help to merge online with offline and are adaptable to brands of any size and commerce maturity but the main question is: How do you benchmark your business and stay ahead of the competition?
In this live event we discussed the retail industry trends and IBM’s proposition for a strong ROI with hybris SAP Commerce.
AGENDA:
1. Retail Industry Trends
2. IBM’s proposition for retail using hybris SAP commerce
3. hybris Express
Webinar Deck: Building Customer Relationships in an Omni-Channel WorldEnsighten
“Building Customer Relationships in an Omni-Channel World”
Connecting the dots in an omni-channel world is a challenge that makes it difficult for brands to form meaningful relationships with their customers. A lack of visibility across channels results in broken customer journeys which undermine efforts to cultivate exceptional brand loyalty. In this webinar we will discuss how to connect the dots so you can focus on optimizing for people, rather than channels.
This webinar will cover:
-Creating robust customer profiles through first party data
-Managing the balance between demographic and real-time data
-Acting on customer insights
-Measuring the impact of a personalized customer journey
SPEAKERS: Rick Weithas, Director of Product Marketing, Ensighten & Jared Polidoro, VP of Client Services, Maxymiser
Mapping the Omnichannel Customer Journey: How to Engage People in a Mobile Fi...FollowAnalytics
Customers don’t think about channels, they think about their needs. Customers simply want to engage with your brand in the way that is the easiest for them, whether that’s email, in-app, social or in person. As a marketer it’s your job to connect the dots to understand your customers’ needs and serve them the experiences they expect.
This requires making sure intelligence from multiple sources are centralized so you can determine things like: What message is best to send? What platform is it best to send it on? What channel should you use?
In this webinar, guest speaker Julie Ask from Forrester, an expert in mobile marketing and channel strategy, will share valuable industry insights and best practices to help you put together an impactful omnichannel strategy that delivers ROI.
You will learn:
How to go beyond viewing users as data points and approach them on a personal level to increase the impact of your marketing campaigns.
How successful omnichannel strategies balance multiple platforms and communication channels with their customers.
How to break the mobile silo and fold mobile into your broader marketing strategy to leverage its full potential for engaging your customers in contextual and personal ways.
Speakers
Julie Ask VP, Principal Analyst at Forrester, serving Ebusiness & Channel Strategy Professionals
Gail Ennis CMO, FollowAnalytics
Unlocking Western Retail Markets for your HardwareJeff Katz
Targeting China, this presentation is an overview of what needs to be considered when launching a product for end consumers in a western market. Simple do's and don'ts are supplanted with real world examples and important advice.
Content Commerce + Growth Strategies For Online RetailersRoland Frasier
Content meets Commerce and growth strategies presentation for online retailers. The most successful internet retailers strategies combine compelling content with commerce to reach more customers and achieve sustainable growth.
Similar to Winning The Customer With a Great Experience (20)
𝘼𝙣𝙩𝙞𝙦𝙪𝙚 𝙋𝙡𝙖𝙨𝙩𝙞𝙘 𝙏𝙧𝙖𝙙𝙚𝙧𝙨 𝙞𝙨 𝙫𝙚𝙧𝙮 𝙛𝙖𝙢𝙤𝙪𝙨 𝙛𝙤𝙧 𝙢𝙖𝙣𝙪𝙛𝙖𝙘𝙩𝙪𝙧𝙞𝙣𝙜 𝙩𝙝𝙚𝙞𝙧 𝙥𝙧𝙤𝙙𝙪𝙘𝙩𝙨. 𝙒𝙚 𝙝𝙖𝙫𝙚 𝙖𝙡𝙡 𝙩𝙝𝙚 𝙥𝙡𝙖𝙨𝙩𝙞𝙘 𝙜𝙧𝙖𝙣𝙪𝙡𝙚𝙨 𝙪𝙨𝙚𝙙 𝙞𝙣 𝙖𝙪𝙩𝙤𝙢𝙤𝙩𝙞𝙫𝙚 𝙖𝙣𝙙 𝙖𝙪𝙩𝙤 𝙥𝙖𝙧𝙩𝙨 𝙖𝙣𝙙 𝙖𝙡𝙡 𝙩𝙝𝙚 𝙛𝙖𝙢𝙤𝙪𝙨 𝙘𝙤𝙢𝙥𝙖𝙣𝙞𝙚𝙨 𝙗𝙪𝙮 𝙩𝙝𝙚 𝙜𝙧𝙖𝙣𝙪𝙡𝙚𝙨 𝙛𝙧𝙤𝙢 𝙪𝙨.
Over the 10 years, we have gained a strong foothold in the market due to our range's high quality, competitive prices, and time-lined delivery schedules.
Comprehensive program for Agricultural Finance, the Automotive Sector, and Empowerment . We will define the full scope and provide a detailed two-week plan for identifying strategic partners in each area within Limpopo, including target areas.:
1. Agricultural : Supporting Primary and Secondary Agriculture
• Scope: Provide support solutions to enhance agricultural productivity and sustainability.
• Target Areas: Polokwane, Tzaneen, Thohoyandou, Makhado, and Giyani.
2. Automotive Sector: Partnerships with Mechanics and Panel Beater Shops
• Scope: Develop collaborations with automotive service providers to improve service quality and business operations.
• Target Areas: Polokwane, Lephalale, Mokopane, Phalaborwa, and Bela-Bela.
3. Empowerment : Focusing on Women Empowerment
• Scope: Provide business support support and training to women-owned businesses, promoting economic inclusion.
• Target Areas: Polokwane, Thohoyandou, Musina, Burgersfort, and Louis Trichardt.
We will also prioritize Industrial Economic Zone areas and their priorities.
Sign up on https://profilesmes.online/welcome/
To be eligible:
1. You must have a registered business and operate in Limpopo
2. Generate revenue
3. Sectors : Agriculture ( primary and secondary) and Automative
Women and Youth are encouraged to apply even if you don't fall in those sectors.
What Does the PARKTRONIC Inoperative, See Owner's Manual Message Mean for You...Autohaus Service and Sales
Learn what "PARKTRONIC Inoperative, See Owner's Manual" means for your Mercedes-Benz. This message indicates a malfunction in the parking assistance system, potentially due to sensor issues or electrical faults. Prompt attention is crucial to ensure safety and functionality. Follow steps outlined for diagnosis and repair in the owner's manual.
Symptoms like intermittent starting and key recognition errors signal potential problems with your Mercedes’ EIS. Use diagnostic steps like error code checks and spare key tests. Professional diagnosis and solutions like EIS replacement ensure safe driving. Consult a qualified technician for accurate diagnosis and repair.
In this presentation, we have discussed a very important feature of BMW X5 cars… the Comfort Access. Things that can significantly limit its functionality. And things that you can try to restore the functionality of such a convenient feature of your vehicle.
What Exactly Is The Common Rail Direct Injection System & How Does It WorkMotor Cars International
Learn about Common Rail Direct Injection (CRDi) - the revolutionary technology that has made diesel engines more efficient. Explore its workings, advantages like enhanced fuel efficiency and increased power output, along with drawbacks such as complexity and higher initial cost. Compare CRDi with traditional diesel engines and discover why it's the preferred choice for modern engines.
Core technology of Hyundai Motor Group's EV platform 'E-GMP'Hyundai Motor Group
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Maximized driving performance and quick charging time through high-density battery pack and fast charging technology and applicable to various vehicle types!
Discover more about Hyundai Motor Group’s EV platform ‘E-GMP’!
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IBS monitors and manages your BMW’s battery performance. If it malfunctions, you will have to deal with an array of electrical issues in your vehicle. Recognize warning signs like dimming headlights, frequent battery replacements, and electrical malfunctions to address potential IBS issues promptly.
1. October 13th-15th, 2013
The Bellagio Hotel, Las Vegas
Winning The Customer With
a Great Experience
Jeff Kershner – Founder, DealerRefresh
VP of Experience & Strategy, HookLogic
t: @dealerrefresh
w: dealerrefresh.com
Ryan Leslie – Director of Dealer
Experience, DealerRater.com
t: @jtleslie
2. Agenda
•
•
•
•
200 “Real” Reviews in 200 days
“Mobile” means more than your website
Avoid consumers “showrooming” your ass
“Showrooming” isn’t always bad news
3. 200 “Real” Reviews in 200 Days
We all know reviews are important to
consumers, right?
5. After this, there is no turning back.
… You take the blue pill - the story ends, you wake up in your bed and believe whatever you
want to believe. You take the red pill - you stay in Wonderland and I show you how deep the
rabbit-hole goes.
7. Aug 28, 2013 - In a lawsuit a month ago, Edmunds accused
Texas-based Humankind Design Ltd. of registering nearly
2,200 fake member accounts
Sep 17, 2013 - Yelp is suing a San Diego law firm for
allegedly seeding its Yelp page with “fake reviews” from
non-existent clients. Julian McMillan, who owns ...
Sep 30, 2013 - New York Sues 19 Companies for Fake
Reviews. Recently, review sites and state attorneys general
have begun to crack down on fake reviews ..
8.
9. • Ask EVERY breathing person that walks
through your door for a review…
– Resist the temptation to “cherry pick” the
positives
– Resist technology options that “automatically”
skew positively on 3rd party sites
10. • Blow Up your Silos
– Review Collection isn’t just for sales
• Consumer interest in Service Reviews is growing
Sales
Service
Finance
11. Google Trends shows increased interest in service reviews…
and climbing!
Replace with Your Contact Information
or DELETE
12. Reputation is as important to Service as Sales-The Stats
Replace with Your Contact Information
or DELETE
22. Merchandise your
Employees
• Teach them to be their own brand
• Embrace the competitiveness on your floor
and in your drive
• Every Review for them is a review for you!
• Use Mobile to leverage differentiation
between them and their competitors!
– Cars.com mobile shoppers are 184% more likely to
read Dealer Reviews than desktop users.
– 25% of DealerRater traffic is Mobile
28. MOBILE Text
• 8 trillion text messages will be sent this year
• 91% of U.S. consumers have their cell phones within arms reach 24/7 - MobileFuture.org
• 97% of all Text Messages are Opened - Pew Research
• 83% Within the 1st Hour of Receipt - Pew Research
35. Email Statistics by Mobile
47% of emails are read
on a mobile device, yet
emails are designed for
desktop. Making text
hard to read and images
hard to see.
Studies find that
consumers are looking
at their mobile device
150 times a day.
of people delete emails
if they don’t look good
on their mobile device.
36. Mobile Video Statistics
• Online video now accounts for 50 percent of all
mobile traffic and up to 69 percent of traffic on
certain networks. - Bytemobile Mobile Analytics Report
• 52 percent of consumers say that watching
product videos makes them more confident in
online purchase decisions.
- Invodo
• Mobile and tablet shoppers are three times as
likely to view a video as laptop or desktop users.
NPD
-
40. Showrooming
What is Showrooming?
Showrooming is the practice of examining merchandise in a traditional brick
and mortar retailer while cross shopping online (by mobile) to research a
lower price or inventory.
43. Showrooming
What causes Showrooming?
• Lost trust in the dealership or sales professional due to experience.
• Looking for something else – options, colors, trim, specials.
• Leaving the customer alone too long (back n forth between the sales
tower and sales desk).
47. Showrooming
Keep people from shoowrooming?
Traditional processes will help keep a customer from showrooming
• Give the customer some digital actives on their own device or supply them
one – CarStory
• Offer vehicle options
• Find a process to reduce alone time – reduce back and forth between
sales tower and consumer during negations
56. Employ Technology to Listen
* Real Time without a subscription, just pull at will.
57. Employ Technology to Listen
*nearly ever vendor offers a paid tool too if you’d
prefer to work with a vendor.
58.
59.
60.
61.
62.
63.
64. What’s the point?
• Customer Experience is IMPORTANT…
• Are your Silos in Sync?
• Who’s Championing your Consumer’s
Experience across all Silos at the dealership?
65. October 13th-15th, 2013
The Bellagio Hotel, Las Vegas
Questions?
Jeff Kershner – Founder, DealerRefresh
VP of Experience & Strategy, HookLogic
t: @dealerrefresh
w: dealerrefresh.com
Ryan Leslie – Director of Dealer
Experience, DealerRater.com
t: @jtleslie
Editor's Notes
We have entered the brave new digital world - DIGITAL
We have entered the brave new digital world - DIGITAL
We have entered the brave new digital world - DIGITAL
Most times when we think of mobile we think or have been taught to think “mobile as it relates to mobile websites and mobile apps” But I want to focus on what I believe is the most important aspect of mobile and that’s COMMUNICATION!
Major forms of Mobile communication include text, email and of course call.
I wont bore you with too many stats and I know many of us have tried test message marketing campaigns that failed miserably – we can NOT classify text communication with text marketing campaigns as they are very different.When it comes to one to one communication, there’s currently nothing better than the speed and effectiveness of chat.
I wont bore you with too many stats and I know many of us have tried test message marketing campaigns that failed miserably – we can NOT classify text communication with text marketing campaigns as they are very different.When it comes to one to one communication, there’s currently nothing better than the speed and effectiveness of chat.
I wont bore you with too many stats and I know many of us have tried test message marketing campaigns that failed miserably – we can NOT classify text communication with text marketing campaigns as they are very different. When it comes to one to one communication, there’s currently nothing better than the speed and effectiveness of chat.
Email isnt dead!! It has and will continue to adapt.
Instead we are still sending out crap like this – typically from a CRM WYSIWYG that isn't equipped to handle this. Knowing that 50% of emails are being read on a mobile phone and this is what it looks like – we even send it?
I wont bore you with too many stats and I know many of us have tried test message marketing campaigns that failed miserably – we can NOT classify text communication with text marketing campaigns as they are very different.When it comes to one to one communication, there’s currently nothing better than the speed and effectiveness of chat.
Raise of hands – who knows what “Showwrooming” is? - Get someone to answer.
Raise of hands – who knows what “Showwrooming” is? - Get someone to answer.
Raise of hands – who knows what “Showwrooming” is? - Get someone to answer.
Raise of hands – who knows what “Showwrooming” is? - Get someone to answer.
Raise of hands – who knows what “Showwrooming” is? - Get someone to answer.
Raise of hands – who knows what “Showwrooming” is? - Get someone to answer.
Involve and engage your customer with technology. Get their mobile device out of their hands and get your mobile device in their hands. Talk about carstory – and the advantage it has to help combat showrooming
Raise of hands – who knows what “Showwrooming” is? - Get someone to answer. The days of “breaking them down” by leaving them alone to talk to your manager for extended periods of time are over
Raise of hands – who knows what “Showwrooming” is? - Get someone to answer.