Once a customer has purchased a new vehicle from your dealership, maintaining an ongoing relationship with that customer is critical. Regular maintenance and vehicle service is a primary method of accomplishing this. How well this service is perceived will determine whether you lose the customer to your competition or gain a delighted customer for life. 

Elite CXS’ mystery shopping and video mystery shopping solutions are designed to ensure your service and customer experience standards are met through active measurement of service staff and their execution against the ideal service process.

We can answer all these questions for you in a timely and organized way:

Are my sales representatives following company processes and procedures?

Are my sales representatives embracing our brand and providing a delightful experience each time a customer walks through the door?

Are the investments in process, training, coaching, and compliance guidelines being maximized?

What is the knowledge level of our sales representatives?

Are my brand standards being adhered to across the organization?

Are my sales representatives establishing a good rapport with prospective clients?

Are my sales representatives asking for the business, both soft and hard closes?

Drive higher close rates and profitability through active measurement of your sales representatives and their execution against the ideal vehicle sales process. Our solution helps you drive and populate positive reviews, maintain consistency across all listing sites, and stay on top of your competition through competitive benchmarking.

View all your reviews from 150+ sites in one interactive dashboard. Filter your review feed by rating, time period, or by the source to identify which areas and sites to focus on. TrueVoice CX sends you new review alerts via email or SMS so you don’t miss a word.

Find out:

How to turn positive customer surveys into reviews on the web

How you can monitor, manage, and respond to reviews from 100’s of potential sites from one place

How you can see everything that is being said about you across the web

How to manage your customer conversations from one place

What people say about your brand

How to turn reviews into a competitive advantage

Have you set clear expectations? Do they love what they do and create great customer experiences? Have they been given the tools and training to perform well? Your employees are the front line champions of your brand, and that’s a great business outcome for you.

Elite CXS’ Employee Engagement solutions provide you with the tools to know what your employees think about working for your brand, if the customer experience is the focus, and if they believe they have the needed tools and training to perform like champions. We analyze all the received data points and provide you with actionable recommendations that show you how investments in employees will improve the customer experience, reduce costs, increase revenues, and mitigate risk for your brand.

Find out:

If your employees really love coming to work every day

What your employees think of your process and procedures

What feedback your employees would recommend for improving customer experience and profitability

How you can link the impact of employee satisfaction to customer satisfaction, costs, revenue, & profit

How to improve your employee retention

How to measure the effectiveness of employee training

With the evolution of technology and the buying process, the competition has grown fierce. 

Competitor analysis is a great tool for positioning yourself to truly understand your market and create value propositions, differentiators, and a marketing strategy that goes above and beyond the competition. 

Elite CXS will help you stay ahead of your competition and deliver a level of customer experience that will delight and create customers for life. 

With our services you can:

Find out how you are stacking up against your competition

Identify the strengths and weaknesses of your competitors

Develop and communicate a distinct market advantage over your competition

Compare what is being said about you to your competition across the web

No matter what you do websites are the face of your company. In fact 86% of buyers begin their new vehicle search online, and that is why the customer journey is more important than ever. 

The most perceptive and successful retailers know that the way to survive is through the experience they provide online. Elite CXS helps you to ensure your brand standards are met through active measurement of website and internet staff and their execution of key brand processes. Our web design team can perform analytics and check-ups to ensure your website is running at optimal performance.

Do you want to:

Have a modern and stylish website?

Have functionality that brings results?

Convert more leads into sales?

Have continuous maintenance that you never have to think about?

Attract more customers to your website? 

Display relevant & engaging content?

Good reputation means trust. When it comes to cars, customers need to trust the company they are dealing with. Managing both online and offline reputation is making sure your presence is positive, widely broadcasted and consistent.

Reputation is not limited to just third party reviews. It includes directory and listings management, social media engagement, survey feedback, operational insights and word of mouth. Getting that right is key, because it can lead to a huge increase in sales. 

The customers of today do not want to be satisfied, they expect to be delighted. Their expectations come from how they perceive you and that comes from effective reputation management. 

Find out:

If your customers are leaving feeling delighted with the experience they just had

If your customers are delighted with the purchase they made

How your customer service is being perceived

How to turn reviews into a competitive advantage

How to get a customizable and fluid customer survey program

How to ensure your company name and information is consistent across all the channels

How to be found everywhere

How to receive a content-based training program and maximize results