Customer & Employee Experience Benchmarking-Webinar Recording

Video Transcription

Video Summary

In this webinar, Emily Spalla from Satisfye discusses the importance of customer and employee experience in dealerships. She starts by emphasizing the need for dealerships to meet customer expectations and improve customer and employee engagement. Emily then presents the findings from the Customer and Employee Experience Benchmark Report released by Satisfye. The report highlights the performance of dealerships in terms of net promoter scores (NPS) and online reputation management. Emily emphasizes the importance of NPS in measuring customer loyalty and satisfaction, and notes that smaller dealerships tend to outperform larger ones in this regard. She also emphasizes the need for dealerships to proactively manage their online reputation and increase the volume and recency of customer reviews. Emily concludes the webinar by providing examples of real-life strategies implemented by dealerships to improve customer and employee experience. These include organizing customer feedback, involving employees in decision-making, and developing leadership programs. Overall, the webinar highlights the significance of customer and employee experience in increasing dealership success and provides actionable insights for improvement.

Keywords

webinar

Emily Spalla

customer experience

employee experience

dealerships

customer expectations

employee engagement

Customer and Employee Experience Benchmark Report

net promoter scores

online reputation management