S4E12 - What Dealers Should Know About Customer Sentiment | Chris Sutton
Update: 2025-06-18
Description
Chris Sutton, Senior Vice President of Auto Benchmarking and Customer Success at J.D. Power, talks data around customer sentiment in the dealership, digital retail and technology advancements and his view of the 2025 industry.
For more info about Chris, visit his LinkedIn.
Episode Breakdown
0:00 - Meet Chris
2:59 - What should dealers be mindful of in 2025?
4:06 - Why some dealers are less focused on digital
7:15 - The top issue seen in customer experience data
8:08 - How to boost customer satisfaction
12:08 - Video Multi-Point Inspection in the dealership
14:27 - Is customer sentiment improving?
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