Transform Your Dealership Culture
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Organizational Culture Change 1: Engage People

Organizational change: how to engage people and create successful change? Welcome to 21C Change Community, facilitated by OCAI Online: a free video series ab...

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Car customer satisfaction down for first time in two years

Car customer satisfaction down for first time in two years | Transform Your Dealership Culture | Scoop.it
An ACSI study found that car customer satisfaction dropped by 1.2 percent from last year.
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The New Playing Field at the Dealership – Are You Playing?

The New Playing Field at the Dealership – Are You Playing? | Transform Your Dealership Culture | Scoop.it
It was the best of times, it was the worst of times… Actually it was 1996. A few memories: Yasser Arafat is re-elected president of the Palestinian Authority. The Nintendo 64 video game system is released in Japan.
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Positive testimonials and referral business are the best two indicators of a job well done.

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Shift Happens: Accepting Change in Dealership Marketing

Shift Happens: Accepting Change in Dealership Marketing | Transform Your Dealership Culture | Scoop.it
There's a transition happening right now. Social Media and online marketing is changing the way dealerships operate. Embrace the change and act now.
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Accenture: customer experience should be the focus of modern marketing

One of the key tenets of our Modern Marketing Manifesto is that improving the customer experience must be the relentless focus of modern marketing.

Via Jörg Höhner
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How To Transform Your Automotive Dealership CultureTransform Your Dealership Culture

How To Transform Your Automotive Dealership CultureTransform Your Dealership Culture | Transform Your Dealership Culture | Scoop.it
Transforming My Dealership Culture
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 learn How To Find;Definition of a Customer Experience and How It Applies to The Secret CodeThe 3 Essential Components for a Great Customer ExperienceAssessing Your Culture For The Secret CodeHow to Launch The Secret Code 
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Chevrolet drives for world class shopping, buying and ownership experience | GM Middle East

Chevrolet drives for world class shopping, buying and ownership experience | GM Middle East | Transform Your Dealership Culture | Scoop.it
Middle East business and financial news, directory and current events. AME Info provides constant business and news updates.
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How Listening can Lead to Innovation

How Listening can Lead to Innovation | Transform Your Dealership Culture | Scoop.it

Steven Arsenault CEO and key innovator at One Big Broadcast explains how he conceptualized the idea for OBB Autos new release "OBB Autos Showroom NXT". We were having lunch with Key West Ford's operations manager and web...


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Dealerships Ignore More Than a Third of Their Customers

Dealerships Ignore More Than a Third of Their Customers | Transform Your Dealership Culture | Scoop.it
The Most Important Phone Lead I have got great news for all of the GMs, GSMs, Internet Managers, Corporate Marketers, and even all of those vendor partners out there serving the dealership.
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Has anything really changed?

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Sneaky Car Dealer Sales Tricks - Putting Positive Spin on Not So Positive Press

Sneaky Car Dealer Sales Tricks - Putting Positive Spin on Not So Positive Press | Transform Your Dealership Culture | Scoop.it
I recently read a posting someone made referring to an article at MSN Money reprinted from US NEWS entitled “ 5 sneaky car dealer sales tricks ” they did not like saying that these types of...
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Rescooped by Mark Gregory , Programme Innovator @Transformation Coach from Automotive Customer Experience Excellence
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Service Customers Want Transparency, Control

Service Customers Want Transparency, Control | Transform Your Dealership Culture | Scoop.it
Dealerships have much to learn about delivering a customer-centric experience, says a business-retention coach.

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Rob Schade's comment, September 11, 2013 3:40 PM
We just completed a large study on what customers want from their auto-dealer when getting their vehicle serviced. We measured 68 needs, 20 emotional "jobs" (states) and 12 staff characteristics. While transparency and control were important, they were lower on the list than other factors. For example, customers wanted to feel valued and grateful more than they wanted to feel in control. And while transparency is important, it was also much lower in priority than things like "honesty" and the service center "taking pride in their work". Dealerships are doing better, but there are some easy and tangible ways they can improve the service experience.