5 Star Secrets Replay: Why Women Drive CX Profit | CX is Non-Negotiable

Most dealerships talk about customer experience like it’s an add-on. The best ones know it’s the engine.

In this replay of CX Is Non-Negotiable: Five-Star Secrets, Katie Mares breaks down why designing for the female consumer is no longer optional and how it directly impacts loyalty, retention, and revenue.

In this episode, Katie Mares, best-selling author of CustomHER Experience and global voice for guest experience, unpacks one of the most overlooked truths in automotive and service leadership:

The world’s most influential consumer is the woman.

Women influence over 85% of household purchases, represent 60–65% of new vehicle buyers, and approve 65–70% of all repair orders. Yet most dealership experiences are still designed by men, for men, and delivered without intention for how women actually think, feel, and decide.

This replay dives into the why behind female decision-making, the science behind emotional connection, and how CX leaders can elevate both human connection and technology without losing trust.

Because growth doesn’t come from more leads.
It comes from leaders who reimagine the experience.

What You’ll Discover

• Why women are the most influential consumer in automotive and service
• The physiological differences that shape how women experience CX
• Why women want a hedonic experience, not just a transactional one
• How AI and technology should support, not replace, human connection
• Where dealerships unintentionally lose trust in the digital-to-showroom journey
• Why human connection can save a broken process, but technology can’t save a broken culture

What You’ll Walk Away With

• A clearer understanding of how women make buying and service decisions
• Insight into designing experiences that drive loyalty and retention
• Practical ways to align AI, process, and people without friction
• A CX mindset that connects emotion to profit and loyalty to long-term growth

The next CX Is Non-Negotiable: Five-Star Secrets Live is happening this week.

If you care about loyalty, retention, and building a culture customers don’t want to leave, be there. Most teams think great service is about what happens when things go right.

The real difference is how you show up when they don’t.

This week, Katie continues the conversation around customer service excellence, leadership standards, and non-negotiable experience moments.

Live Tuesday, January 27th at 11:30am ET
https://www.linkedin.com/events/7420847165...

Because five-star experiences aren’t optional.
They’re non-negotiable.

About Katie Mares

Katie Mares is a customer experience expert and author helping dealerships, brands, and leadership teams build loyalty through emotional connection, intentional culture, and five-star standards.

Connect with Katie

LinkedIn: https://www.linkedin.com/in/katie-mares-ct...
Instagram: https://www.instagram.com/katiemares/
Facebook: https://www.facebook.com/katie.mares.16/