Empowering Dealerships: Enhancing Customer Experience through Communication Intelligence with Eric Glass @ CallRevu

Eric and I drop a lot of important actions that improve dealer profitability and customer loyalty!

Sooooo meet Eric Glass! The esteemed Senior Director of Sales Engineering and Product Enablement at CallRevu, as we explore the dynamic world of communication intelligence in the automotive industry. With over two decades of experience in enterprise SaaS, Eric shares invaluable insights into managing high-performing teams and revolutionizing the customer experience!

💬 ericglass@callrevu.com 

Eric collaborates with dealership teams and gives us some techniques to leverage communication intelligence and personalize the customer journey, ultimately enhancing satisfaction and fostering loyalty among car buyers. Through call tracking software, Eric empowers sales and service teams to analyze interactions, gain new perspectives, and optimize conversions and relationships. When this is done on a reg, dealerships boost profits and CSI!

We talk openly about how CallRevu's cutting-edge call interaction monitoring technology transforms the customer journey, leading to tangible improvements for clients. Eric provides real-world examples of how this technology has optimized processes and elevated customer satisfaction levels.

Explore the common pain points faced by dealerships in the call handling process for both service and sales, and learn actionable strategies to address and resolve these challenges effectively. Eric sheds light on the best practices adopted by top-performing dealerships in terms of processes and accountability, offering valuable insights into achieving superior results in both departments.

Uncover the significance of daily reporting and analytics in driving better business decisions for dealerships. Learn how data derived from call interactions can inform strategic decisions, enhance operational efficiency, and drive revenue growth. Discover how dealerships can leverage this information to gain a competitive edge and elevate the overall customer experience.

Tune in to this episode to gain expert advice from Eric Glass on harnessing communication intelligence to revolutionize dealership operations and drive sustainable growth in the automotive industry!

Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com

🔥Check out our sponsors!🔥

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Welcome to a special series where I interview industry leaders LIVE during the NADA Show!

Really fun chatting with Joe Shaker, the innovative car dealer and founder of Tru Video, to uncover the transformative power of technician videos in the service department and beyond. With a track record of selling over 10,000 cars annually, Joe shares his insights on leveraging video content to drive customer loyalty, profits, and eliminate doubt in the automotive service experience.

Discover how Joe's journey began with a focus on addressing customer doubts and enhancing transparency in service work through visual aids and proof in the form of engaging videos. By embracing trust and transparency, Joe revolutionized the customer experience and set a new standard for service excellence in the automotive industry.

Explore the impact of video content on consumer behavior, as Joe emphasizes the preference for visual communication over traditional text-based or verbal interactions. With an impressive 850,000 video views per month and over 1 million videos sent, Joe's approach resonates with modern consumers who value concise and engaging communication.

Learn about the evolution of the Maintenance Program Inspection (MPI) tool and its limitations in effectively communicating car health issues to customers. Joe highlights the importance of video content in bridging this gap and enhancing the sales equation by providing a clear and visual understanding of vehicle problems.

Uncover the remarkable statistic that 34% of videos were shared, indicating their effectiveness in influencing decision-makers and driving customer engagement. By sending videos to spouses or other key decision-makers, Joe's team successfully increased the impact and reach of their video content, leading to improved customer satisfaction and retention.

Join us as we explore Joe Shaker's pioneering approach to leveraging video content in the automotive service industry and learn how these strategies can revolutionize customer experiences, drive loyalty, and boost profitability in dealership operations.

Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com

🔥Check out our sponsors!🔥

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Welcome to a special series where I interview industry leaders LIVE during the NADA Show!

Meet Aleks Keric, General Manager of the Murgado Automotive Group in Chicago! We get into the world of used car strategies and risk management in the automotive industry. In this insightful conversation, Aleks sheds light on how managing risk can be a powerful strategy, often overlooked by operators who fail to see its potential impact.

We explore the challenges of taking in a high volume of trade-ins on a busy day, with a slammed service department, and the risks involved in owning inventory for retail. Alex shares his unique approach to risk management, likening it to monitoring the stock market, and emphasizes the importance of focusing on at-risk cars with low demand to optimize sales.

As a dedicated user of LotLinx, Aleks reveals how AI and machine learning tools have revolutionized his decision-making process, particularly in identifying cars that require more marketing activity. By leveraging LotLinx's VVO tool and collaborating closely with his marketing team, Alex streamlines his operations and accelerates the sales cycle, ultimately saving costs and boosting efficiency.

Discover the innovative strategies Aleks has implemented to adapt his business in 2024, including the implementation of a strict 60-day hard turn policy. Learn how he maximizes vehicle descriptions with compelling language, incorporating ChatGPT and emojis to enhance customer engagement and drive sales.

Tune in to this episode to gain valuable insights from Alex Carrick on transforming risk management into a strategic advantage and optimizing used car operations in the ever-evolving automotive landscape.

Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

Welcome to a special series where I interview industry leaders LIVE during the NADA Show!

I’m standing on stage at the LotLinx booth right in front of Dominic Scruggs, a seasoned automotive industry veteran who made waves by boosting his sales by a staggering 241% within a year using cutting-edge machine learning marketing techniques. Featured in Automotive News for his remarkable successes, Dominic shares his insights and journey from a 20-year tenure as a general manager in the car business to founding Willowood Ventures.

Dominic delves into his insightful approach to used car acquisition, emphasizing the importance of having the cleanest cars at the lowest prices. He believes that the key to success lies in the service department, where the story of each vehicle unfolds. By targeting the specific cars his market desires, identified through customer service appointments, Dominic ensures a seamless transition into the sales process.

Through his experience, Dominic reveals the significance of targeting existing customers with scheduled appointments as the low-hanging fruit in the sales ecosystem. Leveraging customer familiarity and vehicle history, he explains how to keep clients within the dealership's ecosystem for repeat business and retention.

Transitioning to marketing strategies, Dominic sheds light on the common challenges faced by dealerships, such as stagnant inventory due to pricing or visibility issues. By addressing each car's unique selling points early on, he highlights the importance of understanding the vehicle's market positioning for swift and profitable sales.

Drawing from his expertise, Dominic shares his tactics for standing out in a sea of generic third-party listings by crafting compelling and distinctive vehicle descriptions. He unveils insider tips on refining listing descriptions to showcase the uniqueness and value of each car, ultimately driving sales and maximizing profitability.

Tune in to discover the transformative insights and strategies shared by Dominic Scruggs that are guaranteed to revolutionize your approach to automotive sales and marketing!

Dominic Scruggs, Founder & CEO, Willowood Ventures and 20-year General Manager

http://linkedin.com/in/dominic-scruggs-86958867 | https://willowoodventuresllc.com | dom.scruggs@gmail.com | 864-909-6038

Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

Welcome to a special series where I interview industry leaders LIVE during the NADA Show!

I'm standing alongside Autosled Co-Founder, Dave Sperau and Mike Buerger, the Marketing Director, to explore the latest feature of their innovative technology revolutionizing dealer transportation! 🚘

Autosled, often described as the "Uber for dealer transportation," has recently launched a groundbreaking feature—the direct-to-consumer model. I can testify to how easy it is to use when you need a transporter to move your car! I recently utilized the Autosled app to effortlessly transport my car from South Carolina to Colorado. It was seamless! No more lifting a finger or making endless calls—just one upfront price with no hidden fees.

Discover how this tech company continuously refines its products by testing new features, gathering feedback, and enhancing the user experience. Autosled's commitment to excellence shines through as they bridge the gap between dealers and transporters, now extending their services to everyday consumers.

In a world where online purchases are on the rise and consumers seek options beyond their local market, Autosled's innovative approach caters to the evolving needs of both dealers and customers. Learn why some dealers prefer to entrust transportation to Autosled while others appreciate the hassle-free link that streamlines the process for their customers.

Find out the driving forces behind Autosled's expansion into the consumer market and how they are reshaping the landscape of transportation services! Don't miss this insightful conversation with the minds behind a game-changing technology that's revolutionizing the way we move vehicles across distances!

💥Contact these guys!💥

💬Dave Sperau, david.sperau@autosled.com

💬Mike Buerger, mike.buerger@autosled.com

Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com

🔥Check out our sponsors!🔥

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Welcome to a special series where I interview industry leaders LIVE during the NADA Show!

Join my live conversation on stage with Michael Thomas and Daniel Govaer, esteemed colleagues, clients, and friends, renowned for their leadership roles at a high-performing Mercedes dealership. With years of experience and a shared passion for cultivating excellence, Michael and Daniel offer invaluable insights on attracting and retaining top talent in the competitive automotive industry.

Michael and Daniel share their insights and strategies into the art of building a thriving organizational culture that fosters employee loyalty and engagement. From modern incentives to the significance of team building through community initiatives, they emphasize the importance of creating a workplace where individuals not only excel professionally but also feel valued and supported.

Sharing their innovative approach to leadership, Michael and Daniel highlight the power of trust, communication, and individual empowerment in driving team success. They discuss the pivotal role of asking thought-provoking questions and encouraging open dialogue to understand employees on a deeper level and nurture their potential.

Unveiling their secrets to employee retention, Michael and Daniel reveal the impactful strategies they implement, from quarterly surveys and team feedback mechanisms to small gestures like free ice cream Fridays and personalized incentives. By instilling a sense of trust, empowerment, and genuine care within their team, they have created a culture where employees feel valued, motivated, and inspired to deliver their best work.

Discover the keys to building a high-performing team, fostering a culture of trust and empowerment, and nurturing lasting relationships with employees as Michael and Daniel share their wisdom and experience in this insightful episode. Tune in to learn how you can attract, retain, and empower the right people to drive success in your dealership and beyond.

Daniel Govaer, Dealership Executive | Check out his LinkedIn!
The Michael Thomas Method | 330.595.4580 direct | www.themichaelthomasmethod.com 💬michael@LisTinar.com

Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

Welcome to a special series where I interview industry leaders LIVE during the NADA Show!

The dynamic sales expert, Steve Roessler with Drive Centric is slaying the sales game with his modern and fun sales tactics focused on what he terms "conversational commerce." 

Reflecting on the seismic shift in the sales landscape, Steve discusses the transition from the stagnant 2023 vibes, reminiscent of waiting for opportunities like Jabba the Hutt, to the proactive and engaging approach required in 2024 - the era of conversational commerce and building customer retention.

Unpacking the essence of relational selling in the current sales climate, Steve emphasizes the importance of getting to know the customer on a personal level and steering away from traditional transactional approaches. Drawing parallels between effective communication and a Christmas tree, he illuminates the significance of modern CRM tools in fostering lasting relationships with clients.

Delving deeper, Steve shares insightful tips on leveraging memes for improved communication, embracing two-way interactions, and infusing fun into texting to engage customers effectively. Furthermore, he sheds light on the power of video sales games and the evolving landscape of video conferencing in the sales process.

Join Steve and I as we laugh and make jokes while unraveling the secrets to unlocking sales success in 2024 through innovative communication strategies, customer-centric approaches, and a dash of fun that will transform salespeople into Jedi masters of the conversational commerce realm. Tune in to discover how you can elevate your sales game and cultivate meaningful connections with your customers in the digital age!

💬 Steve Roessler, steve@drivecentric.com

Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com

🔥Check out our sponsors!🔥

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Welcome to a special series where I interview industry leaders LIVE during the NADA Show!

This is a thought-provoking episode! Meet Kayla Kody, an esteemed industry leader in automotive who oversees three thriving dealerships in Virginia. Through Kayla's highly modern and outside the box decision making, we delve into the transformative power of cultivating a culture that fosters employee retention and long-term success!

Kayla candidly shares her journey of navigating the challenges of high turnover rates when she first assumed leadership roles in the dealership realm—a true "trial by fire" that sparked a realization about the critical importance of investing in people. Discover why Kayla challenges the common notion that leaders hesitate to allocate resources to training out of fear that employees might leave, posing the counter-question: what if they stayed and flourished within the organization?

Exploring the dynamic environment of three interconnected stores brimming with collective knowledge, Kayla unveils the innovative strategies she implemented to promote collaboration and knowledge-sharing among departments. From incentivizing competitions with tangible rewards to fostering a culture of learning where veterans and fresh perspectives converge, Kayla's approach emphasizes the value of diverse experiences and continuous growth.

Learn how Kayla orchestrates engaging training sessions that actively involve managers in observing and supporting their teams' development. By creating opportunities for hands-on learning and real-time feedback, Kayla ensures that every individual receives the guidance they need to thrive in their roles.

Delve into Kayla's unique approach to leveraging personality tests like the Predictive Index to optimize team dynamics and empower individuals to align their career paths with their personal aspirations. Discover how Kayla identifies future leaders within her organization, using insights from assessments to inform recruitment decisions and guide employees towards fulfilling roles that resonate with their strengths and motivations.

In this enlightening conversation, we unravel the essence of a nurturing culture that empowers employees to build enduring careers within the automotive industry. Join us as we explore the principles and practices that underpin Kayla Kody's vision for sustainable success and employee retention in the modern dealership landscape.

Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com

🔥Check out our sponsors!🔥

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Welcome to a special series where I interview industry leaders LIVE during the NADA Show! 

Mitch Kudler, is the Vice President of Fixed Operations with Price Simms Family Dealerships that includes 14 prominent dealerships in California. Not only is Mitch a respected colleague in the automotive industry, but he's also a longtime friend whom I deeply admire.

In this insightful interview, Mitch shares the best strategies in fixed operations, focusing on mastering the basics to provide exceptional customer service. Discover how Mitch trains advisors to read customers effectively, creating a comfortable environment that guides customers through the service process seamlessly. Learn why Mitch emphasizes evaluating individuals' energy levels during hiring, knowing that it will directly impact their performance on the job.

Mitch's dedication to excellence is evident in his hands-on approach to training, including a specialized 30-minute "train the trainer" module for service advisors. Find out why Mitch prioritizes the presence of the service manager on the drive during the crucial first two hours of the morning, setting the tone for a successful day.

Join us as Mitch reveals his customer-centric philosophy, where a structured cadence ensures that everyone in the organization, from customers to employees, GMs to owners, and the factory, prioritizes the customer experience above all else. Tune in to gain valuable insights from Mitch Kudler on elevating fixed operations and putting customers first in the automotive industry!

Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

Join Alex Karpyza, a seasoned expert in AI & machine learning for over a decade! I ask him to sneak away from the convention to break down AI and machine learning for dealers inventory into simpler terms for us.

He makes it sound so simple when he touches on how AI simplifies complex data to understand the past and predict the future, considering various factors such as demand, market trends, environmental influences, and economic changes. 

Learn how AI recommendations can revolutionize inventory management for dealers, enabling them to proactively address issues before they become problematic.

Explore how AI constantly learns from its outcomes, empowering you to make informed decisions and stay ahead of the curve in the dynamic automotive industry.

Uncover the power of AI in analyzing data points and identifying key engagement factors for success, providing valuable insights for dealers to optimize their strategies.

Imagine the possibilities with AI - from monitoring every car on dealer lots to predicting market trends and adapting in real time. Let AI crunch millions of data points and guide you with live predictions throughout the day.

Discover how AI can streamline your workflow and highlight flagged cars that are either overpriced or under-advertised, offering a comprehensive solution to keep your business competitive and thriving.

Tune in to our live podcast and unlock the potential of AI for your dealership – revolutionize your approach and stay ahead of the game with expert insights and innovative solutions!

Alex Karpyza, LotLinx, Vice President RevOps Program, Product, Enablement, Business Development - akarpyza@lotlinx.com

Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com

🔥Check out our sponsors!🔥

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability