Carol Marshall
An Excellent Customer Experience Needs the Human Element
Think about the last time you had a really great conversation. When I think about a great conversation, my mind goes to those a-little-too-long...
Is Your Dealership Site Ready for the New Era of Car Buyers?
People inherently value freedom of flow. The difference between your bedroom and a prison cell is whether you can leave it. While the pandemic...
Are We There Yet? Actionable Steps For Digital Retailing Success in Automotive
Move made in 2020 were critical, but are they complete? Digital Retailing has been a buzzword in the industry for a few years. What they mean in...
In the Quiet, Listening Becomes Easier
Many of us lived through the 2008-2009 recession. For those of us that were in some of the hardest-hit industries like real estate, banking, or...
With High Regard—What Buying a Mattress Taught Me About Customer Service at the Dealership
Recently, I set out on a quest for the perfect guest room mattress set. This mattress would be used around six weeks out of the year, mostly by our...
Dealership Management Advice: Work Smarter Not Harder in 2020
The industry is forecast to be stable in 2020. Stable may be a welcome word for many and is certainly better than the prediction of decline we all...