Car Wash - Fall 2016 - 97


ask champ...
Email your questions to Champ at AskChamp@carwash.org.

Dear ChampI'm always focu
sed on the custom
er experience. It
wrong if your cu
seems like you ca
stomers are happ
n't go
y. Is there anythi
about that coul
ng I should be th
d take their expe
inking
rience to the ne
xt level?
-Lauryn H., Minne
sota
Laruryn-

Champ Savage is a
marketing expert.
It says so right on
his business card.
He has traveled the
world bringing ideas
to business owners
of all kinds, and his
accolades are even
more numerous
than his passport
stamps. Now, Savage
lends his expertise
exclusively to CAR
WASH Magazine and
its readers.

It's music to my
ears to hear that
you're focused
course, if you we
on the customer
ren't, I'd think yo
experience. Of
u were in the wr
ong business.
One of the thing
s I've been hear
ing come up a lot
space is the conc
lately in the custo
ept of sound as
mer experience
a fundamental pa
customers.
rt of your interac
tions with
We all know that
in order to sell yo
ur wares, you ha
sight, smell, touc
ve to appeal to
h, taste, sound.
people's senses
Most companie
touch. But, for m
:
s do fine with sig
any, sound (or th
ht, smell and
e
absence of it) do
design for custo
esn't figure into
mers.
the experience
Well-designed,
behavior-based
audio branding
puzzle to ensure
becomes a criti
that your sound
cal piece of the
doesn't just turn
the company th
into more noise
at started out in
. Muzak (yes,
th
e
elevator music
their business on
business) actuall
retail sound and
y anchors
a service that is
spending in reta
designed to inc
il spaces.
rease customer
To do it right, yo
u need to go be
yond simply play
customers will lik
ing music you th
e, or that makes
ink your
you seem cool.
I don't know the
last time you ha
d a massage, bu
experience. From
t we can take cu
the moment yo
es from that
u walk in the do
to soothe and re
or, every interac
lax, from the lav
tion is designed
ender scents to
background. Em
the waterfall so
ployees speak in
un
ds in the
ca
lm tones, the sp
and before you
aces are free of
know it you're so
loud chatter,
relaxed you're str
to enjoy the mas
uggling to keep
sage.
your eyes open
Think about how
you want people
to feel when they
How can you be
're getting their
intentional with
car washed.
the sounds they
the sound of yo
experience? Ho
ur brand throug
w are you carry
h to customer se
system sounds,
ing
rvice messages,
and every other
point of sale
aspect of the cu
stomer journey?

FALL 2016 | CAR WASH MAGAZINE | WWW.CARWASH.ORG

97


http://WWW.CARWASH.ORG

Table of Contents for the Digital Edition of Car Wash - Fall 2016

Letter from the ICA
By the Numbers
Overheard Online
Shifting gears: Predictions in a growing industry
7 business trends to leverage in 2017
First ever full-service fueling
Coming clean on property taxes
3 global talentmanagement trends every manager should understand
The psychology behind purchasing
Are on-vehicle cameras a concern for car washes?
Working overtime
Randy Shick finds perfect fit in the car wash industry
Creating and cultivating loyalty
Inspiring people to shine
Women in Car Washing
Take a Tour
Wash Ideas
Focus on a Member
Blast from the Past
Download It!
Marketing Minute
Ask Champ
Top Tweets
Index of Advertisers
5 Things
Car Wash - Fall 2016 - bellyband1
Car Wash - Fall 2016 - bellyband2
Car Wash - Fall 2016 - cover1
Car Wash - Fall 2016 - cover2
Car Wash - Fall 2016 - 3
Car Wash - Fall 2016 - 4
Car Wash - Fall 2016 - 5
Car Wash - Fall 2016 - 6
Car Wash - Fall 2016 - 7
Car Wash - Fall 2016 - 8
Car Wash - Fall 2016 - 9
Car Wash - Fall 2016 - 10
Car Wash - Fall 2016 - Letter from the ICA
Car Wash - Fall 2016 - 12
Car Wash - Fall 2016 - 13
Car Wash - Fall 2016 - By the Numbers
Car Wash - Fall 2016 - 15
Car Wash - Fall 2016 - 16
Car Wash - Fall 2016 - Overheard Online
Car Wash - Fall 2016 - Shifting gears: Predictions in a growing industry
Car Wash - Fall 2016 - 19
Car Wash - Fall 2016 - 20
Car Wash - Fall 2016 - 21
Car Wash - Fall 2016 - 22
Car Wash - Fall 2016 - 23
Car Wash - Fall 2016 - 24
Car Wash - Fall 2016 - 25
Car Wash - Fall 2016 - 26
Car Wash - Fall 2016 - 27
Car Wash - Fall 2016 - 7 business trends to leverage in 2017
Car Wash - Fall 2016 - 29
Car Wash - Fall 2016 - 30
Car Wash - Fall 2016 - 31
Car Wash - Fall 2016 - 32
Car Wash - Fall 2016 - 33
Car Wash - Fall 2016 - 34
Car Wash - Fall 2016 - First ever full-service fueling
Car Wash - Fall 2016 - 36
Car Wash - Fall 2016 - 37
Car Wash - Fall 2016 - 38
Car Wash - Fall 2016 - 39
Car Wash - Fall 2016 - 40
Car Wash - Fall 2016 - 41
Car Wash - Fall 2016 - 42
Car Wash - Fall 2016 - Coming clean on property taxes
Car Wash - Fall 2016 - 44
Car Wash - Fall 2016 - 45
Car Wash - Fall 2016 - 3 global talentmanagement trends every manager should understand
Car Wash - Fall 2016 - 47
Car Wash - Fall 2016 - 48
Car Wash - Fall 2016 - 49
Car Wash - Fall 2016 - 50
Car Wash - Fall 2016 - 51
Car Wash - Fall 2016 - 52
Car Wash - Fall 2016 - 53
Car Wash - Fall 2016 - The psychology behind purchasing
Car Wash - Fall 2016 - 55
Car Wash - Fall 2016 - 56
Car Wash - Fall 2016 - 57
Car Wash - Fall 2016 - 58
Car Wash - Fall 2016 - 59
Car Wash - Fall 2016 - 60
Car Wash - Fall 2016 - 61
Car Wash - Fall 2016 - 62
Car Wash - Fall 2016 - Are on-vehicle cameras a concern for car washes?
Car Wash - Fall 2016 - 64
Car Wash - Fall 2016 - 65
Car Wash - Fall 2016 - Working overtime
Car Wash - Fall 2016 - 67
Car Wash - Fall 2016 - 68
Car Wash - Fall 2016 - 69
Car Wash - Fall 2016 - 70
Car Wash - Fall 2016 - 71
Car Wash - Fall 2016 - 72
Car Wash - Fall 2016 - Randy Shick finds perfect fit in the car wash industry
Car Wash - Fall 2016 - 74
Car Wash - Fall 2016 - 75
Car Wash - Fall 2016 - Creating and cultivating loyalty
Car Wash - Fall 2016 - 77
Car Wash - Fall 2016 - 78
Car Wash - Fall 2016 - 79
Car Wash - Fall 2016 - 80
Car Wash - Fall 2016 - 81
Car Wash - Fall 2016 - 82
Car Wash - Fall 2016 - Inspiring people to shine
Car Wash - Fall 2016 - 84
Car Wash - Fall 2016 - Women in Car Washing
Car Wash - Fall 2016 - Take a Tour
Car Wash - Fall 2016 - 87
Car Wash - Fall 2016 - 88
Car Wash - Fall 2016 - 89
Car Wash - Fall 2016 - Wash Ideas
Car Wash - Fall 2016 - Focus on a Member
Car Wash - Fall 2016 - Blast from the Past
Car Wash - Fall 2016 - 93
Car Wash - Fall 2016 - Download It!
Car Wash - Fall 2016 - Marketing Minute
Car Wash - Fall 2016 - 96
Car Wash - Fall 2016 - Ask Champ
Car Wash - Fall 2016 - Top Tweets
Car Wash - Fall 2016 - Index of Advertisers
Car Wash - Fall 2016 - 100
Car Wash - Fall 2016 - 101
Car Wash - Fall 2016 - 5 Things
Car Wash - Fall 2016 - cover3
Car Wash - Fall 2016 - cover4
Car Wash - Fall 2016 - outsert1
Car Wash - Fall 2016 - outsert2
Car Wash - Fall 2016 - outsert3
Car Wash - Fall 2016 - outsert4
Car Wash - Fall 2016 - outsert5
Car Wash - Fall 2016 - outsert6
Car Wash - Fall 2016 - outsert7
Car Wash - Fall 2016 - outsert8
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