When my friend, Erica* took her vehicle to the dealer recently, the needed repairs were performed quickly and competently. Yet, when the CSI survey came, she rated her overall experience three stars: “just okay.” Why not five stars: “excellent�

We have all had moments we wished we could do-over. For anyone who saw Avengers Endgame, you understand the value of “undoing” cannot be overstated. So what do we do when against our best efforts to build a strong customer-centric reputat

Wilson Auto Group, with stores in Mississippi and Tennessee, has won every major customer satisfaction award from the manufacturer, including being recognized as the #1 in Dodge Sales in Mississippi for over 10 years, while consistently remaining pro

The word “transparency” gets floated around the automotive industry quite often – especially in the last few years. The days of “the invoice is locked in a safe at the corporate office” are gone and consumers have all of the access to data

Customer experience (CX) represents the perceptions picked up by your customers while they are associated with your brand. A bad customer experience leads them to switch to another brand, which results in the loss of your revenue. When it comes down

This week's #HardFacts is live from Google HQ in #NYC. Samantha chats with Google team members about what it means to be a #Google Partner. She also gives some strategies

These days, reviews are an incredibly important part of the purchase process for all retail businesses. In fact, according to a recent article, online reviews influence a whopping 93% of consumer purchasing decisions. Car shoppers increasingly turn t

It hasn’t been that long ago that customers were only able to handle customer service issues in person or by phone. Now, of course, there are many options for customers including social media, chat or through reviews. What would you do if a custome

As a student of successful ‘branding’, I’ve always been fascinated by the branding success of one of my favorite restaurants in New York City, Patsy’s on West 56th St. It happens to have been the favorite restaurant of the late, great Frank S