Notifications & Messages

Jared Hamilton
From: Jared Hamilton
Hey - It’s time to join the thousands of other dealer professionals on DrivingSales. Create an account so you can get full access to the articles, discussions and people that are shaping the future of the automotive industry.
×
Jeremy Alicandri

Jeremy Alicandri Advisor

Exclusive Blog Posts

Contacting Customers on Their Terms

Contacting Customers on Their Terms

Like most of you that read this blog, I’ve spend years and years in the automotive industry. I’ve become immune to the sales techniques and…

When and Where Should You Be Asking for Referrals!? Here are Your Top 7 Spots:

When and Where Should You Be Asking for Referrals!? Here are Your Top 7 Spots:

I recently added this into a forum post comment and realized that some more people might be wondering about this. Where is the best place to ask …

The Purchasing Power of Hispanics

The Purchasing Power of Hispanics

The current Hispanic population rests at about 17 percent of the total U.S. population, but it’s projected to reach 31 percent by 2060. As the population…

7 Steps to Make Texting Effective in Your Service Department

7 Steps to Make Texting Effective in Your Service Department

The best text success comes when you have buy-in from EVERYONE participating. So if you're ready to start texting with consumers in the service drive, use …

Business Development Center to Sales Process

Business Development Center to Sales Process

We've had a business development center (BDC) at our Hyundai store for quite some time. We receive about four hundred internet leads and maybe 120…

Mercedes-Benz’s Secret Weapon: Lior Arussy

Stephen Cannon, the CEO of Mercedes-Benz USA, believes he needs to further differentiate the Mercedes-Benz brand. He plans to accomplish his lofty goal by elevating the customer experience of his retail customers to a new level. As he explained in Automotive News, "the need to deliver an exceptional, truly differentiating customer experience has never been greater.” But how is Cannon attempting to redefine the luxury experience in the already established luxury market? The answer is a consultant from New Jersey; who is described by many as the world’s #1 customer experience expert.

Lior Arussy, a former executive of HP, travels the world consulting for some of the world’s largest companies (FedEx, Citigroup, HSBC, Royal Caribbean, etc..). In 2011, Lior’s company, Strativity, was hired to lead Mercedes-Benz’s customer experience initiative. After analyzing thousands of employee engagement surveys submitted by employees of Mercedes-Benz dealers, Strativity devised a plan to redefine the Mercedes-Benz customer experience. Since 2011, Strativity consultants have trained thousands of Mercedes-Benz employees throughout the entire retail dealer network. And it seems, while Cannon never said the name of his “secret weapon,” he appears quite satisfied with the results:

Cannon & the “Customer Experience”:

How I met Lior:

In January of this year, Strativity hosted a 3-day workshop in New York to certify corporate executives in Customer Experience Management.  I attended the seminar, and I was instantly impressed to find myself in a room full of high-ranking International executives that travelled from as far as Australia for the opportunity to meet Lior. It was as if Lior had his own cult following; nearly all the attendees read at least one of Lior’s books, blogs, or even keynotes. I felt like an outsider. I never even heard of Lior, and only found the seminar through a Google search. However, just like everyone else in the class, I was quickly “enchanted.” Unlike other cultural or leadership consultants that throw abstract ideas at executives, Lior actually presented us with a framework and pragmatic action plan to implement immediate change within our companies. We left the workshop with a certificate, an action plan, and a memorable experience.

As more and more companies jump on the customer experience bandwagon, it’s important to understand that an elevated customer experience begins with components of an organization’s culture – specifically the level of engagement between employees and customers. These interactions are the fundamental determinants of how a customer will perceive a company.

The stakes are high but the rewards are big… Investing in a car dealership customer experience program improves loyalty, profitability, and branding. However, it takes tremendous buy-in from the dealer principal, as it can be a strenuous and eye-opening experience. Any dealer that’s willing to take the plunge, and is ready to transforms satisfied customers into extremely satisfied customers, should consider a customer experience initiative.

Disclaimers:

• Opinions AND VIEWS SET FORTH HEREIN  are my own AND DO NOT REPRESENTS FACTS.   SUCH OPINIONS AND VIEWS COULD BE WRONG. They do not represent the companies named or cited in this blog.
• I am not privy to ANY details of the backend operations/analytics of any site mentioned in this blog
• All trademarks are properties of their respective owners.

Jeremy Alicandri
Great to see you and thanks for inviting me! It was a blast!!!
Jen Carlino
Anxious to hear more about what they implement!

 Unlock all of the community & features  Join Now