Latest news with #customerservice
Yahoo
7 hours ago
- Automotive
- Yahoo
BMW Motorrad Dealers Top-Ranked in 2025 Powersports Study for Providing Quick and Easy Service Appointments
Missed Opportunities: Industrywide half of all customer calls ended without a service appointment date and time being offered, and 4 in 10 customers were told to "just drop it off" despite a typical one-week service availability backlog BMW, consistency in difficult times: While the industry faces tough conditions, BMW maintained consistently high performance three years in a row MONTEREY, Calif., June 02, 2025--(BUSINESS WIRE)--BMW Motorrad dealerships ranked highest in the 2025 Pied Piper PSI® Service Telephone Effectiveness® (STE®) Powersports Industry Study, which measured the efficiency and quality of customer attempts to schedule service appointments by telephone. Following BMW were Kubota, Triumph, Polaris Off-Road and Harley-Davidson. Pied Piper submitted service calls to 1,531 powersports dealerships representing 27 brands, then evaluated the telephone interactions. Each brand's overall STE Score is a combined average of its individual dealer performances. Scores range from 0 to 100 and include over 30 differently weighted measurements tracking the best practices most likely to generate service revenue and customer loyalty. BMW Ranked Highest: Consistency in Challenging Conditions "BMW has consistently been ranked among the top three performing brands during the three years this annual study has been conducted," said Cameron O'Hagan, Pied Piper's Vice President of Metrics and Analytics. "This year they have achieved the top position due to that consistency." BMW led the 2025 STE study with an average STE score of 50 – the same score BMW achieved in both 2023 and 2024. The following are examples of behaviors which set BMW dealers apart from the industry average when customers call for service: Higher Rate of Setting Appointments – 65% of BMW service calls resulted in an appointment being set, compared to only 52% for the industry overall. More Likely to Ask About Other Issues – BMW customers were asked if they had any other issues or needed any additional service 35% of the time on average, compared to only 22% of the time for the industry overall. More Likely to Ask if Visited Before – On average, BMW dealers asked service customers whether they had visited the dealership before 44% of the time, compared to 28% of the time for the industry overall. Reach Service Advisor Quickly – BMW customers on average reached a service advisor within one minute 84% of the time, compared to 78% of the time for the industry overall. Why Should We Care About a Customer's Service Telephone Experience? "Well-run service departments focus on building customer loyalty, and the first opportunity to drive that loyalty is a customer's phone call to schedule an appointment," said O'Hagan. "Powersports customers who struggle to schedule service vote with their feet by moving to another dealership or independent shop. In extreme cases, due to most powersports purchases being discretionary, if ownership becomes frustrating, many customers will begin to question whether it's worth the effort and may sell the vehicle and become sour with the brand." The industry's average STE score improved one point over the past year, reaching an average score of 44, one point higher than 2024 but trailing the 2023 high watermark average score by two points. Performance varied substantially from dealership to dealership, with a minority of dealerships clearly benefiting from their superior processes. 16% of dealerships nationally achieved STE scores over 70, by providing an interaction with their service customers that was speedy, efficient and proactively helpful. In contrast, customers for 11% of the dealerships hung up their phone having completely failed in their attempt to schedule service. The business implications between those two extremes are substantial. Powersport Industry Performance Lacking in Key Areas Customer expectations for scheduling service aren't set by the powersports industry. Nearly all powersports customers also schedule service for their cars and trucks, and over the past few years the auto industry has significantly improved the service scheduling experience for their customers. Fail to Live up to Expectations – Today, half of all auto service appointments for basic needs like oil changes are quickly booked online, and with the help of AI-powered chat, 87% of auto customers who phone to schedule service end their call with an appointment—compared to only 52% of the powersports customers. Too Many "Just Drop it Off" Demands – 41% of the time powersports customers were told to "just drop it off" and wait an undetermined amount of time, rather than the dealership committing to a specific date and time. In comparison, this unfavorable behavior occurs only 2% of the time in the auto industry. Rarely Ask About Additional Services – Across the industry, only 22% of customers were asked if they had other issues or needed additional services—significantly lower than the 40% rate seen in the auto industry. Industry's Greatest Opportunities for Improvement "The cliché is true: sales sells the first; service sells the rest," said O'Hagan. "Dealerships that prioritize a superior service experience gain in both sales and service." Turn "Just Drop it Off" Into a Positive – 41% of powersports customers are told to "just drop it off," where the vehicle will wait—often outside in the elements—for an undetermined number of days, before the dealership will get to it. This demonstrates little concern for a customer's time or expectations. However, this "drop it off" mentality can be transformed from a frustration into a positive experience by also offering an appointment. For example: "I can schedule you two weeks from today, or if you prefer, you're welcome to bring it in and we'll try to get to it sooner." Framing it this way respects the customer's time and shows that the dealership is organized and responsive—turning a traditionally negative interaction into a loyalty-building moment. Understand What Customers Are Really Experiencing – In the 2025 study there were 14 brands which improved their STE score over the previous year. The brand with the greatest improvement was Kubota, with a six-point gain since last year, moving from a tenth-place ranking in 2024 to second in this year's study. Kubota dealers nearly doubled their rate of setting appointments, occurring 58% of the time in 2025 compared to 31% of the time last year. Kubota dealers also drastically cut the rate of insisting "just drop it off" from 62% of the time in 2024 to 38% of the time this year. The key to this improvement was showing dealers what their customers actually experienced when calling for service. 2025 Brand Performance Compared Performance varied substantially by brand, as shown by these examples: "Set an Appointment" - How often did the brand's dealerships offer an appointment for a specific date and time? More than 60% of the time on average: Triumph, BMW, Royal Enfield, Moto Guzzi Less than 25% of the time on average: Husqvarna, Cub Cadet, John Deere "Just Drop it Off" - How often did the brand's dealerships insist that the customer drop off the vehicle without also offering an appointment? Less than 25% of the time on average: Triumph, Ducati, Moto Guzzi More than 50% of the time on average: Husqvarna, Cub Cadet, John Deere "Average Days Out" – What were the brand's dealerships' average number of days out until the earliest available appointment? Less than 5 days on average: Kubota, Triumph, Harley-Davidson, Yamaha More than 10 days on average: Suzuki, Zero, HiSun "Inquire About Additional Services" - How often did the brand's dealerships ask if there were other issues or services the customer would like to have addressed? More than 35% of the time on average: Ducati, Husqvarna, BMW, HiSun Less than 15% of the time on average: Yamaha, Segway, Arctic Cat, Aprilia, Moto Guzzi, CFMoto, Triumph "Communication Failure" - How often would calling a brand's dealerships for service result in an issue that prevented communication (placed on hold indefinitely, straight to voicemail, stuck in phone tree, etc.)? Less than 5% of the time on average: Segway, Husqvarna, Cub Cadet, Kubota, Polaris More than 15% of the time on average: Kymco, Zero, Ducati, Tracker Why Was This Study Conducted? "The first service interaction that drives loyalty and service revenue is a customer's initial phone call to schedule an appointment," said O'Hagan. "Because these phone calls often go unnoticed in daily operations, they're frequently neglected — and without clear visibility, improvement becomes difficult." For more than 15 years, Pied Piper has independently published annual industry studies that rank the omnichannel performance of brands and dealer groups. These studies track how industry performance changes over time and let clients understand how their own performance compares. Pied Piper clients order ongoing Prospect Satisfaction Index® (PSI®) measurement and reporting – internet, telephone or in-person – for their dealerships, as tools to improve and maintain omnichannel sales and service effectiveness. Pied Piper clients have found that the key to driving dealership improvement is showing what sales and service customers are really experiencing – which is often a surprise. About Pied Piper Management Company, LLC Monterey, California - based Pied Piper helps brands and national retailer groups improve the omnichannel sales & service performance of their retailers. Pied Piper's PSI process applies data science analytics to determine the omnichannel sales and service best practices most likely to drive unit sales and loyalty. PSI then uses a combination of artificial intelligence, machine learning and human actors to measure and report how effectively retail locations follow those best practices. Other recent Pied Piper PSI industry studies include: 2025 Internet Lead Effectiveness® (ILE®) Powersport Industry Study (Indian Motorcycle was ranked first) 2025 Internet Lead Effectiveness® (ILE®) Auto Industry Study (Subaru was ranked first) 2024 Service Telephone Effectiveness® (STE®) Auto Dealer Group Study (Serra Automotive was ranked first) 2024 Telephone Lead Effectiveness™ (TLE™) Pontoon Boat Industry Study (BRP's Sea-Doo brand ranked first) Learn more, request a presentation of industry study results, or request PSI measurement and reporting at ------------------------- This press release is provided for editorial use only, and information contained in this release may not be used for advertising or otherwise promoting brands mentioned in this release without specific, written permission from Pied Piper Management Co., LLC. View source version on Contacts Contact at Pied Piper: Ryan Scott, rscott@ (831) 648-1075 Error in retrieving data Sign in to access your portfolio Error in retrieving data Error in retrieving data Error in retrieving data Error in retrieving data
Associated Press
10 hours ago
- Automotive
- Associated Press
Sterilized Window Tinting Announces Rapid Growth as a Leading Ceramic Window Tint Provider in New England
Sterilized Window Tinting announces its emergence as a top-tier ceramic window tint specialist, offering lifetime warranties and premium service in Webster, Massachusetts. United States, June 2, 2025 -- Sterilized Window Tinting Announces Milestone Growth and Industry Recognition Sterilized Window Tinting, a window tinting company rooted in quality and customer service, positively incurs a rapid rise as one of New England's foremost providers of ceramic window tint solutions. Transitioning from vehicle detailing five years ago, the company expanded into window tinting two years ago, quickly establishing a reputation for excellence and reliability. By focusing on ceramic window tint—a product celebrated for superior heat rejection, UV protection, and clarity—Sterilized Window Tinting has differentiated itself in a competitive market. The company now serves a growing base of customers who seek long-lasting protection and enhanced comfort for their vehicles. Commitment to Quality and Customer Assurance Highlighted in Announcement Sterilized Window Tinting underscores its dedication to quality by partnering with reputable film manufacturers and investing in technician training. The company's lifetime warranty across all films reinforces its commitment to durability and customer satisfaction. Trusted films, manufactured in the United Sates Of America! Owner Troy Cyr stated, 'Our growth is a reflection of the trust customers place in our work and our promise of lasting quality. We see every installation as a precise craft and back that with our lifetime warranties.' Customer Trust and Online Presence Drive Expansion Sterilized Window Tinting's announcement includes its expanding customer base fueled by positive reviews and word-of-mouth referrals. The company maintains an active online presence, including Google reviews and social media platforms, to ensure transparency and ongoing customer engagement. The company credits its focus on premium ceramic tinting and attentive service for its rapid growth, positioning Sterilized Window Tinting as one of the highest quality tint shops in the New England region. Future Plans and Continued Industry Leadership Looking ahead, Sterilized Window Tinting plans to continue enhancing its service offerings by adopting the latest film technologies and installation methods. The company remains focused on providing reliable, high-quality window tint solutions backed by its industry-leading lifetime warranties. About Sterilized Window Tinting Sterilized Window Tinting is a New England-based window tinting business specializing in ceramic tint films that offer superior heat rejection and UV protection. With origins in vehicle detailing, the company has evolved to focus exclusively on premium window tint installations backed by lifetime warranties. Sterilized Window Tinting aims to provide quality, reliability, and customer satisfaction in every project. Media Contact Troy Cyr, Owner Sterilized Window Tinting Phone: 774-446-9406 Email: Website: Instagram: Facebook: Google Reviews: Sterilized Window Tinting Reviews Contact Info: Name: Troy Cyr Email: Send Email Organization: Sterilized Window Tinting Website: Release ID: 89161420 Should you identify any discrepancies, concerns, or inaccuracies in the content provided in this press release or require assistance with a press release takedown, we strongly urge you to notify us promptly by contacting [email protected] (it is important to note that this email is the authorized channel for such matters, sending multiple emails to multiple addresses does not necessarily help expedite your request). Our responsive team is committed to addressing your concerns within 8 hours by taking necessary actions to resolve identified issues diligently or guiding you through the necessary steps for removal. Our dedication lies in providing accurate and reliable information.
Associated Press
a day ago
- Business
- Associated Press
TRAXXAS ALERT: Bragar Eagel & Squire, P.C. is Investigating Traxxas, L.P. on Behalf of Traxxas Customers and Encourages Consumers to Contact the Firm
NEW YORK, June 01, 2025 (GLOBE NEWSWIRE) -- Bragar Eagel & Squire, P.C., a nationally recognized consumer rights law firm, is investigating potential claims against Traxxas, L.P. ('Traxxas' or the 'Company') on behalf of Traxxas customers. Our investigation concerns whether Traxxas has violated consumer protection laws and/or engaged in other unlawful business practices. Investigation Background The investigation is examining consumer complaints regarding Traxxas's warranty, repair, and customer service practices based on reports from customers and publicly available consumer complaints. These complaints include: Warranty and Repair Service Issues: We are investigating complaints about Traxxas's 30-day warranty policy that many consumers report is insufficient given the frequency of reported defects. Additional concerns include excessive repair backlogs despite Traxxas claiming to provide quick repair service, with some customers reporting that company representatives have acknowledged shipping '150-200 repaired cars a day.' Consumers have also reported poor customer service experiences where representatives reportedly became rude when pressed about repair timelines or disconnected support chats. Others reported issues include recurring mechanical failures with specific components that lead some customers to report spending 'more time taking [the vehicle] apart and shipping back for warranty work than playing with the dang thing,' warranty claims being denied where customers were allegedly told malfunctions were 'their fault' despite occurring shortly after the warranty period expired, and expensive battery replacement procedures reportedly requiring customers to ship back defective LiPo batteries at their own expense for 'evaluation' before warranties are honored. The investigation highlights how these reported issues affect consumers who have invested significantly in Traxxas products, with some high-end models costing over $1,000 plus additional expenses for batteries and chargers. Based on consumer reports, customers have experienced vehicles that require frequent repairs within weeks or months of purchase, difficulty obtaining warranty service within the company's limited 30-day warranty period, significant downtime while waiting for repairs, and financial losses due to repair costs and shipping expenses. If you purchased or otherwise acquired Traxxas products and experienced issues with warranty or repair services, or if you would like to learn more about these claims, please contact Brandon Walker or Marion Passmore by email at [email protected], by telephone at (212) 355-4648, or by filling out this contact form for a free case review. There is no cost or obligation to you. About Bragar Eagel & Squire, P.C.: Bragar Eagel & Squire, P.C. is a nationally recognized law firm with offices in New York, South Carolina, and California. The firm represents individual and institutional investors in commercial, securities, derivative, and other complex litigation in state and federal courts across the country. For more information about the firm, please visit Attorney advertising. Prior results do not guarantee similar outcomes. Follow us for updates on LinkedIn, X, and Facebook, and keep up with other news by following Brandon Walker, Esq. on LinkedIn and X. Contact Information: Bragar Eagel & Squire, P.C. Brandon Walker, Esq. (212) 355-4648 [email protected]
Finextra
a day ago
- Business
- Finextra
How Mobile Banking Is Revolutionizing Customer Service: By Nikunj Gundaniya
With technology, customers have evolved so much that they don't like to wait. They expect fast, flexible, and reliable services, especially when it comes to money. Traditional banking just can't keep up with their pace anymore. That's where mobile banking steps in. Today, the way of offering banking has changed. It's about creating meaningful customer experiences. You need to offer more than transactions; you need to offer control, comfort, and confidence to your customers. When you do that, you win your customers' loyalty. And This blog helps you see how mobile banking software transforms customer service. You'll understand what your customers want in your mobile banking app, how to serve them better, and how to stay ahead of the curve. Let's dive in. The rise of mobile banking in customer service Mobile banking has moved from being a nice-to-have to a must-have. It reshapes how customers interact with banks, which makes services more accessible and convenient. From convenience to necessity According to Statista, over 2.5 billion people will use mobile banking apps globally by 2024. That number keeps rising. Your customers are tech-savvy and mobile-savvy today. So they expect to get only the best in value. Why? Because mobile banking gives your customers freedom. They no longer need to visit a branch or wait in line. They open your app and get things done. Mobile banking has become the default way people manage their money. If your bank or financial institution doesn't offer this, you risk losing relevance. Meeting modern customer expectations Today's customers want speed, control, and simplicity. They don't want to fill out forms or wait for approvals. With mobile banking solutions, you let them open accounts, send money, pay bills, and track spending within seconds. You meet them where they are: on their phones. And when you do that, you build stronger relationships. Real-time access is changing customer interactions Customers love it when they can do things instantly. Mobile banking solutions make that possible. It makes banking feel personal, fast, and easy. 24/7 Availability builds trust and satisfaction When your services are available 24/7, your customers feel empowered. They don't need to visit a branch to check balances or send money. They can do it anytime, even in the middle of the night. This access builds trust. Your customers know they're in control, and they don't have to depend on anyone else. Faster transactions, lower frustration Speed is everything. With mobile banking, your customers don't wait days for payments to clear or queries to be answered. You provide instant transfers, quick bill payments, and in-app support. That means fewer complaints and more satisfaction. Faster service leads to happier users, and happier users stick around. Personalized experiences create stronger relationships You already know that one-size-fits-all doesn't work. Your customers expect you to know them and respond to their needs. Data-driven insights for smarter banking Your mobile banking solution collects valuable data. These data act as very valuable tools for you to understand your customers better and improve your products accordingly. Suggest savings plans based on their spending. Alert them when bills are due. Recommend the right credit card or loan. That kind of personalization feels like care. It deepens trust and builds loyalty. Push notifications keep customers informed A simple push notification can do wonders. It reminds your customer of a payment. It alerts them to a transaction. It also shows them you're looking out for their money. And keeping them informed gives them peace of mind. Transparent, real-time communication makes your customers feel secure and valued. Expanding financial inclusion through mobile channels Mobile banking doesn't just make life easier. It brings more people into the banking system. Reaching the unbanked with mobile solutions Millions of people still lack access to traditional banking. But most of them own smartphones. This is an extraordinary opportunity for your business. With an intuitive mobile banking app, you can tap this market effectively. You can help them open accounts, save money, and access services no matter where they live. This can help you break barriers and create more financial inclusion. Agency banking supported by mobile platforms You can also serve customers through agents using mobile devices. With agency banking, your representatives can open accounts, accept deposits, and assist customers right from remote locations. This model reduces your costs and extends your reach. Mobile banking makes it scalable and seamless. Security and transparency drive customer confidence Your customers care deeply about security. They want to know their money is safe and that they can track every rupee, dollar, or euro. Advanced authentication measures Mobile banking apps now come with robust security features. You can offer biometric logins, OTPs, and two-factor authentication. These features protect your users and reduce fraud risks. And the best part? They do it without slowing down the experience. Real-time monitoring and digital receipts When your customers receive instant transaction updates and digital receipts, they feel secure. They don't need to wonder if a payment went through or where their money went. They can check it right in the app. This further displays your transparency, it further builds trust, and trust keeps customers coming back. Staying ahead: future trends in mobile banking software Mobile banking keeps evolving. To stay competitive, you need to offer more than just basic features. Voice banking and chatbot evolution Many customers now prefer voice commands over taps. You can integrate voice assistants into your mobile banking app to offer a hands-free experience. Because nowadays, chatbots are also getting smarter. They don't just answer questions. They solve problems, guide users, and offer support 24/7. These tools improve customer service without adding support staff. AI-powered virtual assistants for customer care Imagine this: your app reminds a user about a recurring bill before they forget. Or it offers insights based on recent spending habits. These proactive features turn your app into more than just a tool. It becomes a financial partner. Conclusion Mobile banking is no longer a trend. It has become the future of offering the best customer service in banking. It gives your users speed, access, personalization, and confidence. And it helps you serve more people more efficiently. If you want to boost loyalty, cut costs, and stay ahead, mobile banking is the way forward. Choose the right mobile banking solution. And enhance your customer experience in banking. Give your customers the experience they expect.
Yahoo
a day ago
- Climate
- Yahoo
Delta Responds to Moana Girl's Viral Singing During Hours-Long Flight Delay
Delta Air Lines was forced to release a statement after customers grew furious when, during a two-hour flight delay, a young girl essentially held passengers hostage with her rendition of "How Far I'll Go" from Disney's 2016 Moana. "We appreciate the customer sharing her talents and apologize to our customers for the delay in their travels," a Delta Air Lines spokesperson said in a statement to Newsweek. The flight's takeoff to Orlando was initially delayed for two hours due to bad weather. Things got worse when the flight circled its destination city for another two hours. It's unclear when, but at some point it seems like the young girl was invited by a flight attendant to sing on the flight crew's intercom system. According to video shared on social media, some passengers started singing along. But not everyone was entertained by the impromptu performance. Passengers on the flight took to social media and posted the video while also sharing their disdain at yet another hiccup to their already-delayed person commented, "This is actually my worst nightmare and personal hell." Another added, "[N]o hate to the girl, but the PARENTS should know how to read a room. not everything should be centered around your child. she isnt moana, life isnt a Disney movie." A woman who was on the flight shared, "We were delayed by about almost an hour and a half, two hours to even get on the plane, so tensions are already high. People are pissed, they've missed connections, and some people just wanna get home.' Some passengers were furious as their Delta in-flight entertainment screens were interrupted as the young girl performed the entire song. As one TikToker suggested, "NEVER PERFORM FOR PEOPLE BEING HELD CAPTIVE 😂😂😂." Delta Responds to Moana Girl's Viral Singing During Hours-Long Flight Delay first appeared on Men's Journal on May 31, 2025
