Revamp Your Auto CX: Insider Tips Revealed

Facts Not Feelings with Brooke C. Furniss

Join us on 'Facts Not Feelings' as Brooke Furniss sits down with David Malone, Chief Sales Officer of TotalCX, to explore the transformative power of customer experience in the automotive industry. This episode delves into how TotalCX is redefining customer effort into loyalty, leveraging technology for seamless interactions, and the pivotal role of personal touch in customer service. Discover the future of automotive customer experience and learn practical strategies to elevate your dealership's customer engagement. Whether you're in sales, service, or leadership within the automotive sector, this conversation is packed with valuable insights and actionable advice.

• Visit TotalCX: https://bit.ly/3wdBeVX
• Follow Brooke Furniss on LinkedIn: https://www.linkedin.com/in/brookefurniss/
• Subscribe for more insights: https://bit.ly/3jDwPoO

3 Main Takeaways

1. Customer Effort to Loyalty Conversion: Discover how TotalCX transforms customer effort into loyalty, emphasizing seamless experiences that positively resonate with both customers and dealership teams, reinforcing brand commitment.
2. Technology-Enhanced CX: Explore how TotalCX utilizes AI and real-time analytics to revolutionize customer interactions, seamlessly integrating with CRMs and DMSs to identify opportunities, enhance efficiency, and drive dealership success.
3. Harmonizing Automation and Human Touch: Learn about the strategic balance TotalCX achieves between automation and personalized service, enhancing both customer satisfaction and employee empowerment, ensuring every interaction counts.

Connect 🔗
David Malone: https://qrcc.me/s7hcfem5n11n
Gary Graves: https://qrcc.me/s5x7zstm5j8j
BZ Consultants Group: https://qrco.de/bcqqFo
Apple🎙️ https://apple.co/3DYjWN0
Spotify 🎧 https://spoti.fi/3DNNgFI
Youtube ▶️ https://bit.ly/3jDwPoO
David Malone: https://www.linkedin.com/in/davidmalone35/
Chapters:

0:00 - Introduction to 'Facts Not Feelings' and David Malone
2:59 - Impact of Customer Effort on Brand Loyalty
5:41 - Enhancing CX: Effort, Personalization & Being Heard
15:21 - Addressing Misconceptions in CX
17:35 - Success Story: Dealer Excellence in CX
19:33 - Mapping CX: Navigating & Solving Pain Points
23:56 - Strategic Communication Plans for the Buying Cycle
24:59 - The Role of Technology in Enhancing Customer Experience
26:30 - TotalCX Sponsor Segment
29:23 - Balancing Automation with Personal Touch
31:35 - Marketing Strategies Powered by Customer Experience Insights
33:29 - Key Metrics for Effective Campaigns
35:08 - Aligning Fixed Ops with CX Strategies
38:21 - Innovation in Operations and Technology
40:17 - Enhancing the Employee Experience
41:33 - Predictions for Evolving Customer Expectations
42:43 - Leadership Influence on CX Strategies
44:56 - Lightning Round with David Malone