Keynote Speaker at RVDA Virtual Expo Stresses Importance of Customer Experience
BaerAppearing as the keynote speaker for RVDA’s Virtual Convention/Expo, Jay Baer presented a seminar on Tuesday discussing the importance of enhancing the customer experience.
Baer is the founder of five multi-million-dollar companies and a keynote speaker who specializes in highly customized presentations on word of mouth, marketing, customer experience, and customer service. His consulting firm, Convince & Convert, has provided strategic counsel to brands like Caterpillar, Oracle, 3M, and The United Nations.
With RVDA’s convention fully virtual this year, Baer presented his keynote online through the expo’s portal. A primary talking point of the presentation centered around the “firsts” 2020 has thrown businesses, due in large part to the challenges COVID-19 has presented, and how business owners can adapt to the constantly changing environment. Baer pointed out during the presentation that customers aren’t necessarily fixated on price, but are seeking better experiences.
“Customer experience is just how we make them feel,” he said. “Every customer has a certain set of expectations about how every interaction with you and your teammates will go. When you as a dealership can exceed those expectations in one or more powerful ways, that’s where a great customer experience resides.”
According to Baer, 86 percent of customers would be willing to pay more for a better experience. He added that dealerships can improve the experience for customers in a myriad of ways, including speedy response time even if a dealer doesn’t have a full answer yet and employing empathy.
“It’s an incredible opportunity for your dealership,” Baer said. “The coveted customer experience that buys you the benefit of a doubt is rooted in exceeding expectations. They have been mistreated for so long that if you actually deliver on empathy and kindness and dignity and respect it stands out like never before.”
Baer’s keynote will be available on demand by Friday through the RVDA Convention/Expo portal. Visit here to register and view the presentation.
