Inside the Consumer's Mind

Understanding what makes a good customer experience is as much about learning what to do as it is learning what not to do.

Customer service expert, professional speaker, and author Jeff Toister explains how to be the bearer of bad news without sacrificing customer relationships.

When it comes to balancing value, quality, and cost, customers are looking for more insight.

How do customers navigate the world of repair shops in their markets? This interview explores why a more expensive shop might be the better value.

A few key tips to ensure that each of your customers has an efficient and positive appointment experience.

In this bonus Inside the Consumer's Mind episode, shop owners break down the features they've strategically spotlighted to build a strong online presence.

This week's Inside the Consumer's Mind episode breaks down the keys to setting the right tone that keeps customers coming back.

Your team’s phone etiquette could be undercutting your marketing efforts and turning off potential customers.