Customer experience (CX) represents the perceptions picked up by your customers while they are associated with your brand. A bad customer experience leads them to switch to another brand, which results in the loss of your revenue. When it comes down

Paid search is an area where dealerships commonly overspend (in huge amounts), and at the same time, do not inspect their campaigns at a detailed level. There is perhaps no other purchase dealers make where they give an agency a blank check and simpl

As dealers face mounting pressure to exceed sales and service quotas for the year, the ability to find new customers is key to reaching goals. But conquesting is never easy, primarily because you have to rely on third-party data instead of the first-

Are you using Artificial Intelligence (AI) and Machine Learning (ML) to grow your business? I’ve spent my career connecting advances in technology to business, and partner with dealers every day to help them use today’s tech to increase revenue a

After an unprecedented period of sales volume growth, the prediction for a flat Seasonally Adjusted Annual Rate (SAAR) in the coming years has significant implications for dealerships. As competition for new vehicles heats up, front-end margins will

Have you ever noticed how the market values dealerships versus how it values Software as a Service (SaaS) businesses that derive income from the same automotive revenue stream? SaaS businesses such as CDK trade at mid-20x P/E ratios while dealers tra

Back in March 2018, Facebook announced an end to Partner Categories, the ad targeting parameters that were sourced by third-party data providers like Oracle Data Cloud and Acxiom. Talking to dealers across the United States, the move raised a questio

A couple of years ago I uttered the following statement on stage “marketers, and the media, like to create problems that they will solve for you…on your budget.” One of the biggest “problems” we marketers have created lately, in my opin

The dealer management system (DMS) touches every aspect of a dealership’s business. It can collect, store, manage and interpret data across a dealership group’s many rooftops. It is the gatekeeper to not only customer data, but also a dealership�