Fixed Ops Magazine - 2020 Vol17 06 - 10
F EAT U RE
EXCEPTIONAL
SERVICE
EXPERIENCE
at Your Customers' Fingertips
W
hy is it that the experience of getting our
So why is auto service not like this yet? It is not be-
cars serviced is not the same as the service
cause of a lack of desire. I spend a lot of time talking to
experience we get from leading brands in
Service Directors, General Managers, and other deal-
other industries? For example, I experienced Panera
ership employees. They all want to provide that great
Bread's new ordering system several years ago when
experience. In fact, their business depends on repeat
I used their app to place an order for the family. We
customers and nothing impacts that more than the ex-
passed the phone around, discussed who was going
perience they provide.
to trade half a sandwich with whom, argued with my
youngest son about the $4 drink he wanted to buy that
As I see it, the real problem is a lack of great tools for
would be discarded after one sip, and generally went
auto dealers. Many have tried to cobble things togeth-
through the complex family debate required to order
er. But you can't achieve what Panera did by stitch-
lunch. There was no impatient cashier, nor were there
ing together various solutions from multiple vendors.
any embarrassing outbursts in front of strangers. It all
It needs to be an end-to-end system. And that sys-
happened in our living room. When it came time to pay,
tem needs to connect to data from the OEM, the DMS
I just double tapped to Apple Pay and it was finished.
or accounting system, recall information, and other
Later, I drove to Panera, picked up our order off the
sources as well in order to be effective. There is a lot
shelf and we were good to go. Panera Bread created an end-to-end mobile experience that was simple and
better than ordering at the counter
or by phone. I can still order the other ways, but I never choose them.
10
the average US adult
spent 3 hours and 43
minutes a day on
mobile devices in 2019
of complexity and it's tricky to make
a simple, mobile-first service experience for vehicle owners.
According to eMarketer's authoritative research on how consumers
Fixed Ops Magazine - 2020 Vol17 06
Table of Contents for the Digital Edition of Fixed Ops Magazine - 2020 Vol17 06
Fixed Ops Magazine - 2020 Vol17 06 - 1
Fixed Ops Magazine - 2020 Vol17 06 - 2
Fixed Ops Magazine - 2020 Vol17 06 - 3
Fixed Ops Magazine - 2020 Vol17 06 - 4
Fixed Ops Magazine - 2020 Vol17 06 - 5
Fixed Ops Magazine - 2020 Vol17 06 - 6
Fixed Ops Magazine - 2020 Vol17 06 - 7
Fixed Ops Magazine - 2020 Vol17 06 - 8
Fixed Ops Magazine - 2020 Vol17 06 - 9
Fixed Ops Magazine - 2020 Vol17 06 - 10
Fixed Ops Magazine - 2020 Vol17 06 - 11
Fixed Ops Magazine - 2020 Vol17 06 - 12
Fixed Ops Magazine - 2020 Vol17 06 - 13
Fixed Ops Magazine - 2020 Vol17 06 - 14
Fixed Ops Magazine - 2020 Vol17 06 - 15
Fixed Ops Magazine - 2020 Vol17 06 - 16
Fixed Ops Magazine - 2020 Vol17 06 - 17
Fixed Ops Magazine - 2020 Vol17 06 - 18
Fixed Ops Magazine - 2020 Vol17 06 - 19
Fixed Ops Magazine - 2020 Vol17 06 - 20
Fixed Ops Magazine - 2020 Vol17 06 - 21
Fixed Ops Magazine - 2020 Vol17 06 - 22
Fixed Ops Magazine - 2020 Vol17 06 - 23
Fixed Ops Magazine - 2020 Vol17 06 - 24
Fixed Ops Magazine - 2020 Vol17 06 - 25
Fixed Ops Magazine - 2020 Vol17 06 - 26
Fixed Ops Magazine - 2020 Vol17 06 - 27
Fixed Ops Magazine - 2020 Vol17 06 - 28
Fixed Ops Magazine - 2020 Vol17 06 - 29
Fixed Ops Magazine - 2020 Vol17 06 - 30
Fixed Ops Magazine - 2020 Vol17 06 - 31
Fixed Ops Magazine - 2020 Vol17 06 - 32
Fixed Ops Magazine - 2020 Vol17 06 - 33
Fixed Ops Magazine - 2020 Vol17 06 - 34
Fixed Ops Magazine - 2020 Vol17 06 - 35
Fixed Ops Magazine - 2020 Vol17 06 - 36
Fixed Ops Magazine - 2020 Vol17 06 - 37
Fixed Ops Magazine - 2020 Vol17 06 - 38
Fixed Ops Magazine - 2020 Vol17 06 - 39
Fixed Ops Magazine - 2020 Vol17 06 - 40
Fixed Ops Magazine - 2020 Vol17 06 - 41
Fixed Ops Magazine - 2020 Vol17 06 - 42
Fixed Ops Magazine - 2020 Vol17 06 - 43
Fixed Ops Magazine - 2020 Vol17 06 - 44
Fixed Ops Magazine - 2020 Vol17 06 - 45
Fixed Ops Magazine - 2020 Vol17 06 - 46
Fixed Ops Magazine - 2020 Vol17 06 - 47
Fixed Ops Magazine - 2020 Vol17 06 - 48
Fixed Ops Magazine - 2020 Vol17 06 - 49
Fixed Ops Magazine - 2020 Vol17 06 - 50
Fixed Ops Magazine - 2020 Vol17 06 - 51
Fixed Ops Magazine - 2020 Vol17 06 - 52
Fixed Ops Magazine - 2020 Vol17 06 - 53
Fixed Ops Magazine - 2020 Vol17 06 - 54
Fixed Ops Magazine - 2020 Vol17 06 - 55
Fixed Ops Magazine - 2020 Vol17 06 - 56
Fixed Ops Magazine - 2020 Vol17 06 - 57
Fixed Ops Magazine - 2020 Vol17 06 - 58
Fixed Ops Magazine - 2020 Vol17 06 - 59
Fixed Ops Magazine - 2020 Vol17 06 - 60
Fixed Ops Magazine - 2020 Vol17 06 - 61
Fixed Ops Magazine - 2020 Vol17 06 - 62
Fixed Ops Magazine - 2020 Vol17 06 - 63
Fixed Ops Magazine - 2020 Vol17 06 - 64
Fixed Ops Magazine - 2020 Vol17 06 - 65
Fixed Ops Magazine - 2020 Vol17 06 - 66
Fixed Ops Magazine - 2020 Vol17 06 - 67
Fixed Ops Magazine - 2020 Vol17 06 - 68
https://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/fixed-ops-magazine-2024-vol-21-2
https://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/fixed-ops-magazine-2024-vol-21-1
https://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/fixed-ops-magazine-2023-vol-20-06
https://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/fixed-ops-magazine-2023-vol20-05
https://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/fixed-ops-magazine-2023-vol20-04
https://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/fixed-ops-magazine-2023-vol-20-3
https://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/fixed-ops-magazine-2023-vol-20-02
https://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/fixed-ops-magazine-2023-vol20-01
https://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/fixed-ops-magazine-2022-vol-19-6
https://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/fixed-ops-magazine-2022-vol19-05
https://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/fixed-ops-magazine-2022-vol19-04
https://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/fixed-ops-magazine-2022-vol19-03
https://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/fixed-ops-magazine-2022-vol19-02
https://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/fixed-ops-magazine-2022-vol-19-1
https://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/fixed-ops-magazine-2021-vol18-06
http://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/fixed-ops-magazine-2021-vol18-05
https://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/Vol18No05
https://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/fixed-ops-magazine-2021-vol18-04
https://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/fixed-ops-magazine-2021-vol18-03
https://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/fixed-ops-magazine-2021-vol18-02
https://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/fixed-ops-magazine-2021-vol18-01
https://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/Vol17No6/
https://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/Vol17No6/
http://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/Vol17No4/
http://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/Vol17No4/
http://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/Vol17No3/
http://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/Vol17No2A/
https://www.nxtbookmedia.com