About nine years ago, Ryan Sokoloff, a partner at Susquehanna Chrysler-Dodge-Jeep-Ram, concluded he needed to attract more customers into his rural Pennsylvania dealership service department to enhance revenues. Turns out, the solution was to send his service department to customers. The Wrightsville, Pa., dealership does that by dispatching factory-trained technicians in tool-equipped service vans to […]

The epiphany that launched Ed Napleton Automotive Group’s customer experience program came during the company’s 2023 annual review meeting in Palm Springs, Calif. It was there that newly installed national CX director Eduardo Rodriguez saw a demonstration of Reputation’s customer journey tool, with its color-coded visual display, and he instantly knew he’d found what he […]

Affordability is a huge concern for consumers these days and that will continue in 2026. Dealers will need to keep an eye on where consumer sentiment is headed and help customers figure out how to afford new- and used-vehicle purchases, industry experts told Auto Remarketing. “You’ve got to keep more base-model and one-step-up trims on […]