A trending technology is the use of bots in customer service. While bots can certainly help companies manage communications faster, sometimes they fail to provide the correct information and consumers just stop communicating with them, pick up the ph

It’s always frustrating to read articles about the challenges legislators, manufacturers and states have with low recall compliance rates. And, even worse than the challenges is the finger-pointing going on, the lack of cooperation and the unwillin

When it comes to increasing service revenue, there is no shortage of areas to consider – improving process efficiency, expanding facilities, hiring more technicians, just to name a few. With an ever-expanding list of action-items, many dealerships

Welcome to this week’s edition of Black Book Market Insights with in-depth analysis of used car and truck valuation trends and insights straight from the auction lanes. Click here to download the full report. This week’s Black Book Market

A recent article on CustomerThink explains how many companies view requesting customer feedback as a weakness. However, by asking questions you can optimize the results of your CX experience and save money because, sometimes what WE think should impr

When it comes to providing the ultimate customer experience, can technology go too far and instead, backfire by creeping out the customer? Consider this example, which disturbs many people – Facebook’s unnatural ability to read your mind. While F

Invest in yourself. ELEAD1ONE’s Bill Wittenmyer says the first place someone should invest is in themselves, and the way you do that is put in the hard work that will result in long-term success.

For professional marketers across all industries, the top priority for 2018 is to convert leads into customers, according to Hubspot’s State of Inbound 2017 report. Sound familiar? Most auto dealers I know have the same goal. In order to accomplish

As industry experts forecast slumping sales numbers, a recent article in Automotive News suggests that shops can pick up the slack by getting back to customer-pay work. I cringed when I first read that, fearing that dealers would take this advice and