Colleen Nolan is business process manager for Cox Automotive, a subsidiary of Atlanta-based Cox Enterprises. The Cox Automotive family includes Autotrader, Dealer.com, Dealertrack, Kelley Blue Book, Manheim, NextGear Capital, vAuto, Xtime, and a host of other brands.
Focus on Empathy, Understanding
“In my industry, there’s so much competition. There are so many different places people can go buy cars. There are so many different places where dealers can go to get websites. To stand out, we need to make sure our client experiences across the board are delightful for our customers.
“It all comes down to empathy and understanding. We need to understand our customers’ journeys through our processes and with our services and products. So with every client touchpoint and every client interaction, we need to be empathetic.
“We don’t want to give anyone an excuse to leave our company for a competitor who is doing something better in terms of servicing, selling, or consulting.”
Tweet to Colleen Nolan.
For More Information
- Is Your Business Ready to Compete on Experience?
- Why Empathy Is the Foundation of the Best Customer Experience
- Arke: ‘We Help Companies Build Empathy With Their Customers’
- Connect With Your Customers: Why You Need a People-First Strategy
Atlanta-based Arke develops strategies and implements digital technologies for better brand experience for your customers.