When you invest in software for your business, you expect to see results.  Financial results. Maybe even improved time management results. Whatever the metric, you expect to see it reflected in the software and on the bottom line. Read more ...

(Originally posted on LinkedIn by Mark Rodriguez)

Last month we talked about the VALUE of deploying the Guided Discovery Method when training your Sales, Service and BDC team members.  Read more ...

In 2021, Google and TotalCX completed a review of almost 1000 inbound calls to car dealerships.  In it they found opportunities for car dealers to identify calls by intent and improve the overall outcome of the calls -- and customer experience. Read more ...

(Originally posted on LinkedIn by Mark Rodriguez)

 To solve a problem, you need to know what the problem really is. LIkewise, with a customer, you need to know what he or she really wants before trying to help them. Sometimes that’s hard to do on a phone call because you can’t read body language. I would argue that when you’re on the phone, you have the best opportunity to really understand what the person is saying - and what they’re not. And, the only way to do this well is by asking questions. Read more ...

A benefit of using a mobile phone today is that the device will tell us if an incoming call is potentially Spam.  But, sometimes, the calls labeled as Spam are from businesses that we do business with – like the doctor’s office or a bank. As car dealers, this happens all of the time … to our own customers. Read more ...

Phone calls play a pivotal role in shaping how customers perceive the professionalism of your dealership. Legacy phone systems facilitate calls but fail to effectively handle calls or capture valuable data to enhance customer interactions. A modern cloud platform like InteractiveTel integrates the basic calling functions empowered with AI and real-time analytics for a complete view of the customer journey. Here’s why you need an intelligent connected system. Read more ...

We are very excited to be a part of the upcoming Digital Marketing Strategies conference May 21-23 in Austin TX! We’ll be joining automotive industry leaders, dealer principals, general managers, fixed ops directors and marketing managers as we discuss the most powerful technologies and essential strategies for automotive retailing. Read more ...

Let’s face it, selling communications is hard. There are dozens of me-too offers in the marketplace. With little, if any, product differentiation, customers either choose a brand they know or a partner they like. More often than not, it won’t be you.

What if you could overcome 95 percent of sales objections with a solution that:

• Lets your customers keep their communications systems?
• Improves customer experience (CX) overnight regardless of their current tech stack?
• Delivers more than traditional, CX-based ROI from process improvements, but actually helps your customer generate revenue? 
  
  Read more ...

Customer Experience (CX) is a relatively new phrase to describe an old concept. Business owners have known for years that happy customers are a fundamental component of any successful business. Satisfied customers are repeat buyers and an excellent referral source, which sheds a positive light on a brand. Many factors determine Customer Experience. In the automotive industry, there are a limited number of reasons a person will call a dealership and it’s important to remember that many of these callers have a negative preconceived notion of what to expect. Overcoming this bias should be top of mind. Read more ...

According to Statista, the current number of smartphone users in the world today is 6.648 billion, and this means 83.72% of the world’s population owns a smartphone. No wonder though – phones are becoming more and more important in our society, where you need to be connected all the time. Thus, it’s unsurprising that the demand for mobile phones has gone up. As more and more people are working from home or in the field you need to consider how your company’s technology can be utilized for managing your mobile workforce. Whether you are issuing company devices or you are allowing them to BYOD (bring your own device), you’ll need a strategy for issuing, implementing, and maintaining company communications. Here are three easy steps to manage a mobile workforce. Read more ...