Welcome to Customer Insights, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: California automotive service business makes customer service a primary focus and customer experience is the No. 1 banking trend prediction for 2017. Subscribe to receive these stories and more every week in your…

auto repair shop review management guide

Independent mechanics generate about $62 billion in annual revenue and serve two out of three vehicles in circulation. Car repair is a perfect example of an industry where reputation (and keeping a good name offline) matters more than anything else. A good name is of particular importance for independent car repair shops without the advantage…

When Anil Mahadev reached out to Chevy trucks in a tweet, he asked about the Chevy Colorado, inquiring specifically about “hill country travel,” “interstate” use, and if the Colorado would “be sufficient.” Chevy Customer Care responded to the individual’s tweet and put Mahadev in touch with the closest Chevy dealership. Mahadev then went on a…

automotive-case-study-reviews

Fancy TV commercials and pitches by car salespeople just won’t cut it anymore. In today’s wired new economy, online reviews written by real customers serve as one of the most valuable research tools and sources of information for car shoppers. According to research by Cars.com, 91 percent of consumers rely on online reviews when choosing…

It’s hard to imagine searching for a car dealership without going online first, and that might be why automotive businesses see online reviews as an essential business tool. Dealer reviews published on Cars.com amounted to over 1 million in May of 2015. Cars.com started dealer reviews four years ago in 2011 and since then, online dealership reviews are an…

When we think of Cars.com, we mainly see it as a tool for inventory, loading, and dissemination. By looking at it as exclusively a virtual catalog, dealerships miss out on many features that could potentially generate new leads, point the undecided their way, and bolster the credibility of their business. As Cars.com evolves in feature…