Customer Experience at Hendrick Automotive Group

Customer Experience at Hendrick Automotive Group


I think customers are going to drive us.
Whatever they need, that’s what we’ve got
to accomplish.
What we try to do is really understand, “If
I were a customer, is this something I would like?”
The single most important thing to us should
be our customer experience.
Historically, the customer didn’t have the
knowledge they have today.
So who’s in charge of the transaction today?
It’s really the customer.
So how do we evolve to having the customer
being in charge and having the customer in the center?
So we have to strategically take a look at our
business processes and change them.
The services that we are now gathering
through Reynolds and Reynolds
that is helping us promote our customer experience
and our vision of the future.
That’s important because we want to drive the best
customer experience in our dealerships possible.
My philosophy is, you do
what you need to do for the customer
and treat them like you would want
to be treated, the profits will come.
And you create a culture that’ll
go on and on and on.
What Reynolds provides you
is a convenience opportunity.
And in convenience, the customer’s relaxed,
they don’t feel pressured, they feel informed.
If a customer feels informed,
they will spend more money
and the wow factor for
a customer is convenience.
I think it all wraps into one big thing
and that is the customer experience.
People talk about it but you’ve got to live it.
You’ve got to create an environment
that they want to come back
because we want a customer for life.

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