Resource Library

Founder Jim Fitzpatrick interviews Jim Roche, SVP of Marketing & Managed Services at Xtime

Service Marketing: Take the Multichannel Approach

Secure Your Service Success (Pages 46-50)

Jim Roche from X-Time discusses fixed ops with CBT Founder Jim Fitzpatrick

Xtime, a Cox Automotive brand, has announced that its corporate headquarters in Redwood City, California, has achieved zero-waste-to-landfill status, attaining a 90% diversion rate. This milestone is part of the Cox Conserves sustainability initiative launched in 2007, which calls for all Cox Automotive companies to send 10% or less of their waste to landfills by 2024. Xtime is the first U.S. Cox Automotive brand to meet this requirement.

Xtime’s dedication to sustainability, including recycling and composting, earned it a California Green Business certification in December 2015, but the company redoubled its efforts in 2016 to meet the Cox Conserves benchmark eight years ahead of schedule. After weighing its facility’s trash by source, Xtime determined that individual employee trash receptacles provided the bulk of its waste. Xtime replaced these receptacles with strategically located compost and recycling bins. Through centralized binning and a vigorous employee education program, Xtime met the Cox Conserves diversion rate requirement in June 2016, composting 54% of its waste and recycling 36%.

Recent Xtime data has revealed that transparent cost estimates are the most critical concern for today’s automotive customers when setting service appointments. In a 2016 study of 668 respondents, more than 70 percent considered cost estimates “extremely important” or “very important” when setting appointments.1 This outranked all other factors surveyed, including the ability to choose the time or day of the appointment, the availability of transportation options and the option of choosing among different service advisors.

3 Customer Experience Mistakes That Damage Service Retention (And How to Fix Them)

Three Ways to Win Over Millennials in the Service Department

Why Customer Satisfaction is Going Up?

Three questions you need to know the answer to when dealing with customers.

Reshape Owner Experience, Increase Customer Retention

Xtime: Customer retention is top concern for 64% of dealers

Service Drive Founder Jim Fitzpatrick interviews Jim Roche

How to bust three very important myths in your service lane

With rising consumer expectations of the service experience, most dealers state that customer retention is their primary concern. In fact, recent Xtime studies found that 94 percent of dealers consider the service experience to be more important than the repair itself. The key is delivering an automotive ownership lifecycle that is interconnected and integrated. However, 83 percent of dealers say that their current systems do not provide a superior ownership experience*.