Join us on 'Facts Not Feelings' as Brooke Furniss sits down with David Malone, Chief Sales Officer of TotalCX, to explore the transformative power of customer experience in the automotive industry. This episode delves into how TotalCX is redefining customer effort into loyalty, leveraging technology for seamless interactions, and the pivotal role of personal touch in customer service. Discover the future of automotive customer experience and learn practical strategies to elevate your dealership's customer engagement. Whether you're in sales, service, or leadership within the automotive sector, this conversation is packed with valuable insights and actionable advice.Visit TotalCX: https://bit.ly/3wdBeVX Follow Brooke Furniss on LinkedIn: https://www.linkedin.com/in/brookefurniss/ Subscribe for more insights: https://bit.ly/3jDwPoO 3 Main TakeawaysCustomer Effort to Loyalty Conversion: Discover how TotalCX transforms customer effort into loyalty, emphasizing seamless experiences that positively resonate with both customers and dealership teams, reinforcing brand commitment.Technology-Enhanced CX: Explore how TotalCX utilizes AI and real-time analytics to revolutionize customer interactions, seamlessly integrating with CRMs and DMSs to identify opportunities, enhance efficiency, and drive dealership success.Harmonizing Automation and Human Touch: Learn about the strategic balance TotalCX achieves between automation and personalized service, enhancing both customer satisfaction and employee empowerment, ensuring every interaction counts.Connect ?David Malone: https://qrcc.me/s7hcfem5n11n Gary Graves: https://qrcc.me/s5x7zstm5j8j BZ Consultants Group: https://qrco.de/bcqqFo     Apple?️ https://apple.co/3DYjWN0 Spotify ? https://spoti.fi/3DNNgFI   Youtube ▶️ https://bit.ly/3jDwPoODavid Malone: https://www.linkedin.com/in/davidmalone35/Chapters:0:00 - Introduction to 'Facts Not Feelings' and David Malone2:59 - Impact of Customer Effort on Brand Loyalty5:41 - Enhancing CX: Effort, Personalization & Being Heard15:21 - Addressing Misconceptions in CX17:35 - Success Story: Dealer Excellence in CX19:33 - Mapping CX: Navigating & Solving Pain Points23:56 - Strategic Communication Plans for the Buying Cycle24:59 - The Role of Technology in Enhancing Customer Experience26:30 - TotalCX Sponsor Segment29:23 - Balancing Automation with Personal Touch31:35 - Marketing Strategies Powered by Customer Experience Insights33:29 - Key Metrics for Effective Campaigns35:08 - Aligning Fixed Ops with CX Strategies38:21 - Innovation in Operations and Technology40:17 - Enhancing the Employee Experience41:33 - Predictions for Evolving Customer Expectations42:43 - Leadership Influence on CX Strategies44:56 - Lightning Round with David Malone