Perception vs. Reality: The True Customer Experience
Update: Bill Wittenmyer, Partner at Elead, joined Auto Dealer Live September 1, 2016, for a discussion based on the actual reality of the customer experience versus the perception. The discussion centers around Wittenmyer’s article, “Perception versus Reality: An In-depth Look at Consumer Perception.” The article appeared in the Summer edition of Hotline, the official newsletter of Canada’s Trillium Automobile Dealers Association.
The first five seconds of any exchange can make or break the experience for the customer. Whether it’s over the phone, chat, or in person — how your sales, service, and BDC team acknowledge your customers creates the foundation for the very trust that will lead to a purchase. Catchy slogans and witty taglines may put a positive spin on your best intentions to deliver excellent customer service. Does your dealership follow through with the promise? Mr.Wittenmyer outlines the keys to creating a hassle-free experience for your customers, by providing the trust and transparency they seek.
Download the full article here: Perception vs. Reality PDF