Using Mobile Repair & Pickup/Delivery As A Strategy For Retention & Loyalty w/Bob Gower of Traver Connect
In this conversation, Bob Gower, COO of Traver Connect, discusses the evolution of the Business Development Center (BDC) and the rise of pickup and delivery in the automotive industry. He shares insights into the challenges and opportunities of implementing pickup and delivery services, as well as the changing customer expectations in the post-COVID era. Gower emphasizes the importance of experience and the need for innovation in the automotive industry. He also discusses the role of technology and the option of outsourcing as a solution for dealerships. The conversation explores the challenges and opportunities of implementing pickup and delivery services in the automotive industry. It emphasizes the importance of scalability and finding resources to quickly achieve the level of expertise and efficiency of established players. The discussion delves into the logistics and outreach involved in pickup and delivery, highlighting the need for effective communication and scheduling. The role of technology in enhancing the customer experience is explored, with a focus on the importance of personal interaction and trust. The conversation also touches on the challenges of managing the move and ensuring smooth operations throughout the service process. The significance of status updates and communication in customer satisfaction is emphasized, along with the need for dealerships to invest in technology and streamline processes. The conversation concludes with a discussion on the importance of retention and loyalty in the automotive industry, and the potential for pickup and delivery services to drive customer loyalty and increase profitability.
Chapters
00:00 Introduction and Background
02:15 The Birth of BDC
03:21 The Evolution of Traver Connect
04:28 The Rise of Pickup and Delivery
07:06 Challenges in Implementing Pickup and Delivery
10:20 Changing Customer Expectations
11:48 The Role of Third-Party Apps in Mobile Repair
14:40 Outsourcing Pickup and Delivery
20:22 The Need for Innovation in the Automotive Industry
23:47 The Role of Technology in Pickup and Delivery
24:23 Outsourcing as a Viable Solution
27:42 The Importance of Process and Execution
29:15 Scalability and Resources
30:12 Logistics and Outreach
32:12 Customer Experience and Technology
33:39 Managing the Move
34:37 Status Updates and Communication
36:24 Logistics and Chaos
37:20 Retention and Loyalty
38:35 Learning from Others
39:02 Dealer Response to Pickup and Delivery
40:00 Convenience and Customer Feedback
41:27 Customer Experience and Relationship Management
42:13 Technology as an Enabler
44:11 Customer Experience and Convenience
45:37 Customer Loyalty and Retention
46:33 Creating a Seamless Process
47:31 Convenience and Pickup and Delivery
48:25 Convenience and Customer Expectations
50:02 Independents and Pickup and Delivery
51:21 Customer Convenience and Independence
52:03 Creating Reciprocal Solutions
53:08 Service as a Profit Center
54:40 Video MPI and Customer Trust
56:20 Service as a Revenue Opportunity
59:09 Retention and Loyalty as Goals
01:00:07 Service as the Biggest Opportunity
01:02:31 Retaining Customers and Service Profitability