{"id":1556,"date":"2013-07-15T20:26:25","date_gmt":"2013-07-15T20:26:25","guid":{"rendered":"https:\/\/www.carchat24.com\/blog\/?p=311"},"modified":"2022-05-01T14:30:16","modified_gmt":"2022-05-01T18:30:16","slug":"use-live-chat-boost-csi","status":"publish","type":"post","link":"https:\/\/www.carchat24.com\/blog\/dealership-live-chat\/use-live-chat-boost-csi\/","title":{"rendered":"Use Live Chat to boost CSI and avoid ending up like the dodo \u2013 or Mercury"},"content":{"rendered":"

\"CarChatAutoWeek<\/em> spotlighted the \u201953 Mercury on their website, and it got me thinking how sad it is that such a storied brand has fallen by the wayside, and that dealerships that aren\u2019t careful can also end up like the dodo bird or Mercury brand.<\/p>\n

CSI is critical to SURVIVAL<\/strong><\/p>\n

One of the intangible benefits for our Live Chat products is that it can help guard your CSI. Not just the CSI the factory measures, but the one that has your customers posting great things on social media and telling their friends how great it is doing business with your dealership. The one that ensures you are still in business two years, five years, ten years down the road \u2013 or just the next recession or manufacturer dealer chop.<\/p>\n

Years back when I was part of the management team of one of the top luxury dealerships in the world in both sales and CSI, our general manager continuously harped on the fact that from a business longevity point of view, the \u201cWOULD YOU RECOMMEND US\u201d question was more important than the TOP BOX \/ COMPLETELY SATISFIED question.<\/p>\n

\"LiveRelationships are the key<\/strong><\/h3>\n

That same GM stressed that the RELATIONSHIP that every staff member had with every customer was critical to help ensure future business. I\u2019ll never forget him sharing how his father\u2019s insurance agent knew everything about their family so they could be an effective advisor, from \u201cbuffy the dog\u201d to \u201cuncle Harry\u2019s liver operation\u201d.<\/p>\n

We were obsessively committed to a CULTURE that would help ensure this result and create customers who are AMBASSADORS in the community. I shared this with my brother, who lives in a rural area in the eastern U.S., when we were discussing how one of his small local dealers didn\u2019t seem to care about customer service – but that it didn\u2019t matter because they would always be in business. I told him to mark my words when the economy slipped and that dealership would fall by the wayside. Sure enough, it was an unfortunate casualty of the recession.<\/p>\n

Three keys to stronger CSI<\/strong><\/h3>\n

Is your dealership TRULY committed to the satisfaction of your customers? Here are three keys to help you achieve this holy grail:<\/p>\n