A recent study by Forrester quantified the monetary effect of increasing customer experience scores by a single percent. The results were quite astonishing.

Customers generally get their vehicle serviced close to home or work. Dealers are lucky that customers feel they should bring their new cars back to the same store when there are warranty issues.

Recalls have reached epidemic levels and stretch the resources of everyone involved – dealers, manufacturers and parts suppliers – as well as the patience of consumers faced with a recall,

Auto/Mate Dealership Systems announced today the addition of two feature updates to its dealership management system (DMS) Fixed Ops Suite.

There are a lot of choices for consumers as far as where to take their vehicle for maintenance. And, while consumers are required to visit franchise dealerships for warranty and recall work,

Many dealers and managers outside of the service department don’t realize how incredibly busy a service advisor (SA) is throughout their day. Keep in mind that these are front-line

As we make our New Year’s resolutions and reflect on 2016, which was a less than perfect year for our industry, filled with recalls and declining consumer confidence due to lack of parts

Today, the Big 3 automakers account for only 44% of the market – a 26% decline from 2 and a half decades ago. In this short amount of time, consumer loyalty is no longer within reach,

When looking at the future of the auto industry, specifically retail, it’s easy to get caught up in the “shiny objects” and focus on all the cool technology such as autonomous cars, ride-sharing,