As dealers continue to digitize more and more of their operations, finding the right balance between physical and digital customer interactions has become trickier. There’s…

Whether you’ve been to Disney World in the last few years or not, you most likely know about their MagicBands. These sporty wrist bands are…

One of the best conveniences in life is ordering takeout. Having it show up on your doorstep is one of life’s simple pleasures. But the…

As we discussed in the first article of this series, the check-in process is the most important area in service to focus customer experience because…

Customer experience. You know you need to care about it and should always aim to improve it. But why? Is it because OEMs put so…

If there’s one insight retailers can take away from 2020, it might be consumers’ appetite for contactless processes, flexibility, and convenience is only growing stronger.…

This is the second part in our two-part series over lessons from the Coronavirus pandemic. Check out the first article over fixed operations marketing strategy…

It’s said bad habits are made in good times while good habits are made during bad times. The last few months have been rough for…

We all know consumers enjoy using their phones. In fact, love it or hate it, they spend at least three hours a day on their…

How do you typically contact customers about their service invoice? How do you accept payments on that invoice? We’ve found that service advisors and cashiers…