Recently a brochure showed up in the mail reminding me that my Honda Civic needed 60K service. Along with fixing a few other things that I'd been putting off.
Here's what happened with my total service experience, including my grade on each moment of truth. CRM and CEM can indeed work together!
1. Asked for recommendation - B
Despite the good deal offered in the brochure, I decided to book my service appointment at another dealer -- one that my wife had used in the past and really liked -- Honda of Serramonte in Colma, California (near San Francisco).
I didn’t check other sources because I know how much my wife values great service. If she was happy, I will be too. But if I had checked Yelp, I might have made a different decision. The average rating was just "ok" with plenty of complaints about...