It’s no surprise to anyone, let alone anyone working in or around a dealership, that the automobile industry is a powerhouse—generating almost a trillion dollars each year in the United States. At about 3.5% of the U.S. GDP, there’s no denying the importance it plays, even with online sales alone. The same is true for the parts and accessories portion of this behemoth … [Read more...] about Auto Parts & Accessories eCommerce: Amazon and eBay
As Bob Hooey said, "if you are not taking care of your customers, your competitor will." With so many dealership options and value offerings a potential customer can turn to, the differentiator factor will ultimately be "The Customer Experience." This experience is not only up and till the transaction takes place but continues to be built on each customer engagement point … [Read more...] about Interview with Assurant Global Automotive: Customer Experience Tech
2020 was a year wrought with upheaval and change. In the automotive industry, all that we knew about dealership traffic patterns and buying patterns no longer hold true. With regard to internet lead process and management, there are almost as many “insights” and opinions as to how things should change as there are people offering said insights and recommendations. Before you … [Read more...] about Is RELEVANCE a part of your dealership’s internet lead management (ILM) process?
The Steve Jobs quote has never rung more true. There has been so much conversation of late about digital transformation, auto retail reinvention and the "new normal." I have contributed to much of it. But what does that all really mean? What can a dealer or dealership really do to transform? What does "transformation" even mean? I believe a dealer needs to go back to basics … [Read more...] about Auto Retailing: Customer Experience Transformation Starts with The Basics
The idea that car researching, shopping, and purchasing is moving online is not a new story, but Covid-19 accelerated that trend in a significant way. As the retail environment returns to a more normal state, one change that is likely to stick around is consumers' increasing preference for completing financing pre-qualification online. That means connecting with those … [Read more...] about Harnessing the Power of Pre-qualified Sales Leads