27 min
“We have a lot going on around the customer experience” || Bob Welby, Senior Director of Sales, Marketing, Product, and Customer Operations, INFINITI USA Dealer News Today Podcasts
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Boston native Bob Welby now calls Nashville home, and has been a fixture at INFINITI USA for the past three decades, having joined the company in 1997 as a Regional Operation Specialist - in fact, INFINITI has been his employer for his entire career. In his current role, Bob is responsible for a whole spectrum of INFINITI’s processes, including overseeing sales channels, customer experience, pricing and incentive strategy, and product lifecycle.
In this episode, Bob joins our host Derek D to discuss what it was like launching all-new models at the height of the COVID-19 pandemic, how softening in used vehicle equity has had a ripple effect on new-car prices, and what he learned from his experience as a ferry boat captain at Walt Disney World’s Magic Kingdom. Plus, he talks about what’s making automotive retailers go back to the “old ways” of value-based selling, how to keep customers connected to service and maintenance after the sale, and much more.
Bob Welby
Episode Highlights:
Why it’s important for INFINITI to take as much time as needed for EV developmentHow Bob knows we’ve progressed on the microchip supply issue, but aren’t out of the woods yetThe reasons why Bob loves the automotive industry even though he’s never purchased his own carWhy customers may need extra support right now, and why that might be critical to maintaining their loyalty“The biggest thing for us is giving customers the option: How do you set up the business to where they can do business how they want?”
— Bob Welby
|| Dealer News Today is a DCG Media production
Boston native Bob Welby now calls Nashville home, and has been a fixture at INFINITI USA for the past three decades, having joined the company in 1997 as a Regional Operation Specialist - in fact, INFINITI has been his employer for his entire career. In his current role, Bob is responsible for a whole spectrum of INFINITI’s processes, including overseeing sales channels, customer experience, pricing and incentive strategy, and product lifecycle.
In this episode, Bob joins our host Derek D to discuss what it was like launching all-new models at the height of the COVID-19 pandemic, how softening in used vehicle equity has had a ripple effect on new-car prices, and what he learned from his experience as a ferry boat captain at Walt Disney World’s Magic Kingdom. Plus, he talks about what’s making automotive retailers go back to the “old ways” of value-based selling, how to keep customers connected to service and maintenance after the sale, and much more.
Bob Welby
Episode Highlights:
Why it’s important for INFINITI to take as much time as needed for EV developmentHow Bob knows we’ve progressed on the microchip supply issue, but aren’t out of the woods yetThe reasons why Bob loves the automotive industry even though he’s never purchased his own carWhy customers may need extra support right now, and why that might be critical to maintaining their loyalty“The biggest thing for us is giving customers the option: How do you set up the business to where they can do business how they want?”
— Bob Welby
|| Dealer News Today is a DCG Media production
27 min