What is Net Promoter Score (NPS)? Net Promoter Score is a methodology used to calculate the answer to a single question: How likely are you to recommend brand/dealer/product to a friend or colleague?

HR leaders are more concerned about the talent shortage today than ever before, and there’s good reason. The cost of turnover is estimated that can cost a company 1.5-2 times the employee’s salary.

A single experience can have a defining impact on a customers’ perspective of your dealership – both positive and negative. Sometimes it can be hard to recognize and decode the signals to know how a customer feels after interacting with your store. But customers leave a trail of crumbs that you can ...

Change is Happening Now Dealers know all too well that their organization is in a continuous state of change. They work hard to make day-to-day improvements to their processes and grow through referrals from happy customers. And as consolidation becomes a reality for a growing number of dealers in ...

As you budget for the year, are you confident that the amount you’ve allocated for your Customer Experience program will give you the results you want?

Online Reviews: Sharing the News! Online reviews are referred to more than any other marketing resource. They drive customers’ purchases and influence their choices of where to do business. More than 90% of customers rely on reviews to guide their decisions. Your online reputation truly is created ...

Online Reviews: Coping with Negative Comments We know that the vast majority of buyers check online for others’ experiences before they complete a purchase, and that even one negative review can have lasting impact. While only 6% of customers write a review, it turns out that a dissatisfied person ...

Online Reviews: Getting the Story Online reviews are the modern-day word-of-mouth, with 93% of buyers looking to online customer feedback before buying and 72% valuing online reviews over inputs from their own friends and families. But those reviews don’t tell the whole story. In fact, only 6% of ...

Online Reviews: The Modern Day Word-of-Mouth Kyle Stanton has owned a thriving cattle farm in northern Iowa for three decades and considers himself lucky to have a network of friends whose opinions he can rely on. However, over the years, he’s come to trust his online community just as much as his ...