20. How Scratching An Itch Led To Better Communication In The Service Department-A Conversation With Joe Shaker From TruVideo
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Tired of all talk and no action from marketing gurus, Joe Shaker (Shaker Auto Group)decided to execute on buzzwords such as "Transparency" "Authenticity" and "Meeting The Customers Where They Are" and co-created TruVideo. TruVideo gives customers a front row seat to the service bay by allowing technicians to film and document the actions being taken on a vehicle. What We Talk About:
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- Scratching Your Own Itch
- Joe's Background & Impetus For TruVideo
- Customers Want & Respond To Video
- Building Internal Trust/Co-Decision Maker/Advisors Watering Down Recs
- Beta Testing w/Customers/Techs
- Video Keeps Everyone Honest/Popcorn Trail
- Helps Train Advisor w/Bay Helps With Grammar
- AI-Communication Is Everything
- Video Transcripts=Efficiency
- Sentiment Analysis/Surveys/How Customers Feel Right Now
- Ease Of Use/Noise Cancellation
- Don't Change How You Do Business
- Technology For The Common Folk
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