CBT News presents statistics on what transforms a “satisfied” customer to a “highly satisfied” customer. Departments that have a higher interaction-level with the customer should focus on the ”little things”: attitude, commitment standards, and problem-solving. Personal touches are most likely to make that “high” level of difference, and turn that individual into someone 3x more likely to return to your dealership or give your department the recommendation it deserves.

Read the full article on CBT News>>