When my friend, Erica* took her vehicle to the dealer recently, the needed repairs were performed quickly and competently. Yet, when the CSI survey came, she rated her overall experience three stars: “just okay.” Why not five stars: “excellent�

In today’s society, time is a precious commodity. So much so that consumers make their buying decisions based on how long it takes to complete the transaction. If you had the choice between a $20 oil change that would take 4 hours to complete, or a

Sales profit margins are getting smaller, and dealerships are looking to service as the profit-making aspect of their business. And there’s one area of service that’s particularly overlooked, especially for how much revenue it can generate: tires

As the renowned science fiction author Isaac Asimov famously put it, “Today’s science fiction is tomorrow’s science fact.” That statement is certainly playing out in the field of artificial intelligence. After being featured for years in scie

I have been studying Amazon and unknown to me, they seem to follow the same principle that I promote to dealers. I call it the Circle of Convenience and Trust. Amazon obsesses about convenience. I am sure some of you suffer from the “brown box

Wilson Auto Group, with stores in Mississippi and Tennessee, has won every major customer satisfaction award from the manufacturer, including being recognized as the #1 in Dodge Sales in Mississippi for over 10 years, while consistently remaining pro

 CEO & Executive Chairman for Affinitiv Scot Eisenfelder shares why recalls aren’t going away and why dealers should pay attention to them.

Many dealers struggle with getting customers to bring their vehicles in to take care of recall issues. The fact that the average recall completion rate is around 75 percent, tells us that standard recall marketing campaigns aren’t as effective

Notifying customers when they are due for service is an obvious—yet crucial—part of any dealer’s marketing strategy. Unfortunately, not all notifications get the same results. Many well-intentioned efforts are too little, too late, and don’t