#RefreshFriday Ridiculously Simple Customer Experience | Steve Stauning

[Jeff Kershner]

View: https://www.youtube.com/watch?v=PZwkSOn_1Hc



@Steve Stauning is back!

And he isn't just back on RefreshFriday, he's back with a new book...

"Ridiculously Simple Customer Experience"


...written by Steve and his son, Conner Stauning. We will focus on what the book calls "CX Juggernauts" to help car dealers better appreciate the customer experience.


Join us LIVE on Facebook, LinkedIn, or YouTube Friday at 1PM
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[Jon Singo]

So glad I got to catch this today. IMO, CX is the single most important thing traditional dealers are not talking about and should be. It requires no additional investment while breeding promoters of your brand for FREE (happy employees, word of mouth, positive reviews, etc)! The majority of consumers still don't like car shopping and that sentiment needs to change.

Every time I bring this up in a dealership setting I get looked at like I have 3 heads. The 'whack customer over the head and move on' sentiment needs to be antiquated. Putting customers first will be paramount in order for the traditional dealer model to survive through a rapidly changing landscape.

Are there any groups you guys can come up with who are doing a great job with this that aren't corporate? I'm also not implying all corporate stores are good at this (because they aren't).

 

[Jeff Kershner]

@Steve Stauning may be aware of a few dealers/groups. Maybe he will get my tag alert and jump in to discuss.

 

[Jon Singo]

Would love to hear what's out there. Being the most progressive/only one coming up with different ideas in the room can be frustrating. Not saying I'm looking for a change but also not saying I'm not

 

[RickWillis]

Great point!

During COVID, EVERY business, not just in the auto-world, was scrambling with too few staff to care for too many customers. Sloppy CX was excused because there was no other option. Post-Covid, short-sighted businesses have been reluctant to re-staff and properly care for customers. This has created a tremendous opportunity for those who put customer care first.