{"type":"rich","version":"1.0","provider_name":"Transistor","provider_url":"https://transistor.fm","author_name":"Changing The Industry Podcast","title":"Episode 257 - Responding to One-Star Reviews in the Automotive Industry With Tyler Wonderlic of Steer","html":"<iframe width=\"100%\" height=\"180\" frameborder=\"no\" scrolling=\"no\" seamless src=\"https://share.transistor.fm/e/c381b0cd\"></iframe>","width":"100%","height":180,"duration":3935,"description":"In this episode, Lucas and David are joined by Tyler Wonderlic from Steer and AutoOps. Tyler explains the value of a CRM for shop owners, emphasizing its role in centralizing customer communication and improving retention. David shares his frustrations with customer miscommunication and online reviews, sparking a conversation about managing reputation and crafting thoughtful responses. Lucas and Tyler also discuss the importance of segmenting customer experiences to meet diverse expectations.00:00 \"Realizing Athletes Are Kids\"09:11 \"Save $1,300 or Time?\"12:24 Steroid Loopholes Exploited by Chemists20:41 \"Bad Reviews, Full Parking Lots\"24:36 Learning from Criticism Strategically26:42 \"CRM Value and Subscriptions\"35:58 \"Customizing CRM for Business Goals\"41:09 \"Challenges with Accurate Data Analysis\"43:04 \"Customer Service Expectations Rant\"51:51 \"David's Family and Loss\"57:35 \"Balancing Service and Spending\"59:34 \"iPhone Over Safety Concerns\"","thumbnail_url":"https://img.transistorcdn.com/TmFutVBA2CXrbhzBSzhfJLpfqgewMMYGUnLcyfdNyvc/rs:fill:0:0:1/w:400/h:400/q:60/mb:500000/aHR0cHM6Ly9pbWct/dXBsb2FkLXByb2R1/Y3Rpb24udHJhbnNp/c3Rvci5mbS9zaG93/LzM3ODY2LzE2NzQw/ODM5MjItYXJ0d29y/ay5qcGc.webp","thumbnail_width":300,"thumbnail_height":300}