45:How The Human Factor Factors In For A Great Customer Experience w/Brandon Nixon

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Summary

In this conversation, Brandon Nixon, the Chief Revenue Officer at Update Promise, discusses the evolution of customer experience in the automotive industry, particularly in dealership service departments. He shares insights on the challenges faced by independent collision shops, the importance of technology in enhancing customer engagement, and the impact of video and photo communication on repair orders. Nixon emphasizes the shift towards online payments and changing communication preferences among customers, highlighting the need for dealerships to adapt to these trends to improve customer satisfaction. In this conversation, Brandon Barnett and Brandon Nixon discuss the evolving landscape of customer experience in the automotive service industry, emphasizing the importance of technology, particularly AI, in improving scheduling and service efficiency. They explore the balance between technology and human interaction, the significance of strong leadership in service departments, and the need to address customer complaints to enhance overall satisfaction. The launch of the Service Lounge podcast is highlighted as a platform for gathering customer feedback and insights. The discussion also touches on the competitive dynamics between dealerships and independent service providers, stressing the necessity for dealerships to innovate and communicate their value effectively.

 

Takeaways

Update Promise aims to enhance customer experience in automotive service.

The company originated from a need in the collision repair industry.

Independent collision shops face increasing challenges from larger conglomerates.

Younger generations expect seamless, technology-driven experiences.

Scheduling and wait times are major complaints in the automotive service industry.

Video and photo communication significantly boost repair order values.

Online payment options lead to higher customer satisfaction.

Text messaging has become the preferred communication method for customers.

The opt-out rate for text messaging has drastically decreased.

Technology is essential for modernizing the automotive service experience. Retail has become more personal with technology.

Scheduling appointments improves customer planning.

AI can significantly reduce appointment scheduling time.

The human element is essential in customer service.

Strong leadership drives better customer experiences.

Customer complaints provide valuable insights for improvement.

The Service Lounge podcast focuses on customer feedback.

Automotive industry has the highest rate of customer complaints.

Independents are quickly adopting new technologies.

Dealerships must communicate their unique value to customers.

 

 

Music:

Makenna Susan-Lost To The Siren

Amir Madani Rascado-So In Love With You

Corolina Combo-Hype The Crowd

The Revolution-Whiskey Saints

Reveille-Young & Free

 

 

 

 

This episode is possible with the help of VISPERIO Performance, which provides tailored solutions to ignite Automotive Dealership Fixed Operations Performance & Profit.  Find out more at: https://visperio.com/