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Zenith Dealer Solutions Blog

Customers Are Texting Your Marine Dealership: Are You Responding?

Technology continues advancing, making it easier for consumers to research, purchase, and communicate with businesses wherever and whenever they want. Marine dealers need to evolve to meet customer expectations. Salesforce’s State of the Connected Customer report reports that two in three customers want companies to interact and respond to them in real time. A study from Twillio found nine out of 10 people surveyed wanted to talk to brands using text messaging, but less than half of companies had the technology in place to offer that option.

Topics: Appointments Dealership Sales Phone Metrics texting Caller Experience

The Missing Ingredient to Transform Customer Experiences: EMOTION!

When it comes to customer loyalty, it’s all about emotion. In just one short year, Gartner predicts that the average person will have more conversations with bots than their spouse. While chatbots aren’t necessarily “taking over” our business and personal lives, the digital experience has become addictive. Technology has enabled us to automate shopping, use virtual personal assistants to get more accomplished, and turn “voice first” interactions into common experiences. With so many advancements at our fingertips, when your callers interact with a human, they expect it to be a quality interaction.

Topics: Caller Experience

Create an "OPT-IN" Culture in Your Marine Dealership

Finding great people is one of the biggest challenges for marine dealerships. In today’s fast-paced business environment, most of us spend the majority of our waking weekday hours at work, so recruiting great talent isn’t just good for business, it’s essential to fueling a positive workplace culture.

Topics: Caller Experience EmployeeExperience Culture Hiring Interviewing PhonePerformance

Attributes of Employees Who Delight Callers

At the core of every employee interaction over the phone is the caller’s desire for a great experience. Those experiences are driven by the actions, behaviors, and skill sets of employees on the other side of the phone. Your front-line has the greatest impact on overall caller satisfaction so ensure that you are putting the right employees in the right roles. Anyone who is making and taking phone calls at your dealership should be prepared to handle those calls in a manner that results in a great experience for the caller.

Topics: Customer Satisfaction Marine Training Employee Development Caller Experience Customer Experience Phone Calls