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Car Dealership Guy Podcast
The Raw Truth About What Customers Think of Dealerships — And How Dealers Are Responding | Matt Murray + Jake Hughes from Widewail
Jan 2, 2025
Matt Murray, CEO of Widewail, dives into the customer experience gap in car dealerships, highlighting how online reputation impacts sales. He discusses the shift towards using AI and automated tools for managing customer feedback. Insights reveal an increase in negative reviews linked to finance issues and the need for better staff training. Murray emphasizes the importance of exceptional customer service, especially with evolving perceptions around electric vehicles, urging dealers to improve communication and transparency.
34:58
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Quick takeaways
- Effective communication throughout the customer journey is essential for improving satisfaction and preventing negative reviews in dealerships.
- Dealerships must actively manage online reviews and focus on understanding customer feedback to enhance service delivery and sales performance.
Deep dives
The Importance of Customer Communication
Effective communication is crucial for enhancing customer experiences in the automotive industry. Many customers express dissatisfaction with service interactions, particularly when they feel neglected, such as not being updated on the status of their vehicle. This lack of communication can lead to frustration and negative reviews that harm a dealership's reputation. To meet rising customer expectations, such as those set by e-commerce giants like Amazon, dealerships must prioritize timely and clear communication throughout the customer journey.
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Discover
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Listen to the best highlights from the podcasts you love and dive into the full episode