I used to love David Letterman’s Top 10 list segment on his late night show.  I would often tune in just to see the Top 10 list and when the lists found their way online, the late night website was a regular stop for me.   It’s been close to a decade...

Hey , TikTok has been in the news quite a bit lately. Countries are banning it, Governments including those in Canada and the United States are banning it from being used on government devices. Montana decided to go even further and ban the app from...

Hey , This week we'll focus on feelings. When serving your customers, it's not about the conversations and actions, it's about the emotions that those conversations and actions elicit. Telling your customer that a car has heated seats means nothing c...

For years, car buyers would shop around for the best price. They would decide on a specific vehicle and let the price shopping begin. They could basically buy the same car or get the same service done anywhere, so the price was the most important fac...

Hey , Already three issues in and we're just getting started. This issue is focused on things that your dealership just doesn't know but should. Ignorance gets pretty expensive at the dealership level so I hope that this issue of CX in Cars turns on...

At the Worldwide Developers Conference WWDC in 1997, an angry audience member asked Steve Jobs about Apple canceling the OpenDoc project and encouraging developers to develop apps with Java instead. As a car dealership, you don’t need to know what Op...

There are some terrible dealerships out there that get lots of bad reviews. If you’re reading this, that’s probably not you, because your dealership is great. You may be worried about getting bad reviews, because let’s be realistic, bad reviews can r...

Hey , Welcome to the second edition of CX in Cars. I hope you enjoyed the first edition as much as I enjoyed putting it together. I'd love to hear any of your thoughts, feedback or ideas so that I can make future newsletters even better. In this issu...

Do you have a need for speed? I know that I do. We all do in one way or another. It may be driving a bit faster to shave a few minutes off of a commute or running into a Starbucks or Timmy’s instead of waiting on the mile-long drive-through lane. It...

Hey , If you’re wondering why you received this newsletter, it is because I thought that you would enjoy some Customer Experience ideas, like the good ol' days. I’ve been asked by a whole bunch of clients and colleagues to start sharing content on Cu...

A lot of people use the terms “Customer Service” and “Customer Experience” interchangeably but the truth is that there is a big difference between the two and knowing the difference can change your dealership for the better. Here’s what you need to k...

James is looking to buy a car.  You have a lot of cars that you would love to sell to James.  Seems like a match made in heaven.   Let’s forget about the car buying journey for a moment (each step of the journey deserves its own post) where James is...

I walked into one of the big box stores a while ago to buy a product that they had on sale.  When I approached the product on the shelf, the sale price was different than advertised, and there were all sorts of other hidden conditions in order to get...

100 people can look at an object, a colour, or a scene from a movie and see it differently. We all have our own valuable take on what we see, and every one of us can learn from another’s experience. It seems like the most popular question I get when...

Living in Manhattan in my early 20’s, owning a car made zero sense.  There were no parking spots, rush hour traffic was most of the day and public transportation was great.  The New York City train system can get you anywhere you needed to get to in...