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Building Customer Loyalty with David Regn and Kayla Kody
Manage episode 401299909 series 3409995
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Join Kyle Mountsier and Paul J Daly as they engage in a lively discussion with Kayla Kody, VP of Marketing and Business Development at Richmond Ford, and David Regn, Co-Founder/CEO of Stream Companies. The conversation, recorded at the 2024 NADA Show, delves into the importance of building loyalty within dealerships. Kayla emphasizes the use of customer data to make interactions more personal and informed, while David discusses technology's role in enhancing customer experience. They explore the challenges of focusing on new customer acquisition versus nurturing existing relationships and the need for a more intentional approach to customer service. The episode highlights strategies for better understanding and serving customers throughout their automotive journey, emphasizing the shift from transactional interactions to long-term relationships.
0:00 - Intro
0:14 - Kayla Kody on Building Loyalty and Using Data
1:05 - Importance of Personalized Customer Communication
1:48 - Streamlining Customer Service in Dealerships
2:32 - Partnership Goals and Marketing Strategies
3:42 - Leveraging Technology for Customer Engagement
5:28 - Tracking and Valuing Customer Assets
6:38 - Shifting Focus to Customer Retention
7:16 - Prioritizing Customer Needs in Business Development
8:40 - Richmond Ford's Customer-Centric Approach
9:24 - The Partnership Between Kayla Kody and David Regn
9:37 - Closing Remarks and Aspirations in Customer Service
David Regn is the Co-Founder/CEO of Stream Companies
Kayla Kody is the VP of Marketing and Business Development at Richmond Ford
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