LISTEN ON SPOTIFY

LISTEN ON SPOTIFY

Available on all podcast platforms

S2E06 Jul 5, 2022 35:58

What Are Your Customers Really Thinking?

Special Guest - Doug Betts

Ever wonder what’s really going on behind those Sales Satisfaction and Customer Service Index reports? In addition to serving as industry benchmarks, you should be using them as more than tools to measure and improve results. Doug Betts, President of the Automotive division of J.D. Power explains all this and more in this episode of The Walk Around.

Watch or listen in for his take on hot topics like:

In what ways does pursuing a better CSI score potentially hurt the customer experience?
What are some ways dealers can better utilize these reports or capitalize on new opportunities through J.D. Power?
What has J.D. Power learned about “configuration complexity” in car customization and customer experience? How can too many options hurt dealers, sales and customers?
What does research show about customer willingness to adopt EVs? What role does infrastructure play?
Is J.D. Power working on a way to measure quality in EV batteries so customers can buy used EVs with confidence?

For more about Doug, visit his LinkedIn profile.

Recommended Episodes

S5E08 - The Affordability Outlook: What the Data Says

The Affordability Outlook: What the Data Says

LISTEN NOW >>

S5E07 - Finding Your Voice in Automotive Leadership

Finding Your Voice in Automotive Leadership

LISTEN NOW >>

S5E06 - 2026 Automotive Market Outlook: Affordability and Demand

2026 Automotive Market Outlook: Affordability and Demand

LISTEN NOW >>

S5E05 -How A Major Dealership Group is Approaching Frictionless Operations

How A Major Dealership Group is Approaching Frictionless Operations

LISTEN NOW >>

S5E04 - The Marketing Playbook for Dealership Succes

The Marketing Playbook for Dealership Success

LISTEN NOW >>

S5E02 - Digital Trust: What Causes Customers to Convert

Digital Trust: What Causes Customers to Convert

LISTEN NOW >>

Want to dig deeper?
Start with these hand-picked resources

BROWSE FULL RESOURCE LIBRARY