Customer experience is increasingly important in business. Retail shops now compete for customer wallets with behemoths such as Amazon. As a result, stores now have to prove to customers

For 12 years, I have been writing monthly articles in Dealer magazine regarding what I see as the "State of the Union" so to speak regarding the automotive industry.  Subjects

As consumers increasingly shift their shopping online, choosing to skip visits to traditional retailers, it’s become difficult for businesses

Auto loan fraud is a growing problem in the US.  Current estimates from PointPredictive, Inc. are that auto lending fraud loss will reach $6 billion in 2017, up from $3 billion in 2015.

At the recent Adobe Summit, executive vice president and general manager, Brad Rencher, advised businesses that if they wish to survive in the future

According to Harvey Mackay, “Southwest Airlines is successful because the company understands it's a customer service company. It also happens to be an airline.” While almost every major

In the wake of the backlash from the recent United Airlines incident, it has been widely reported that many airline CEO’s salaries are, at least in part,

The title of this blog post originated from a thought-provoking interview with Chad Mitchell, senior director of digital communications at Walmart.

Word has it that many dealers are still having problems finding and keeping 'good' salespeople. According to the 2016 NADA Dealership Workforce Study, the average turnover rate for