I recently saw a vehicle advertised on a dealer website that caught my attention. This pre-owned car was advertised as a “CarFax One Owner”.  Upon further investigation, I discovered that the “one owner” was a rental car company. Even though

Recently, my company conducted a mystery shopping study to gauge the status of dealer responses to customer price quote requests.  Brace yourself, here are the results: Twelve percent of leads received no response—not even an auto responder.  Fif

An old saying goes, “Necessity is the mother of all invention.” It’s an apt description for the development of PSCars.com, a new online vehicle shopping platform that seeks to transform online vehicle shopping and purchasing experiences for the

The 10th Digital Dealer Conference & Exposition in Orlando last month was the best ever.  One major concern though:  I still hear way too many dealers and partners say, “We can’t handle the calls.”  Yes you can! Train everyone to “huma

Do you really know what your customers think about your business? In a previous article, I spoke about the growth of social networks like Facebook and Twitter as key venues consumers use to share feedback about your dealership. With over 50 million t

Heavy title, I know. As those of you who attended last month’s 10th Digital Dealer Conference and Exposition might remember, David Kain and I recently completed a nearly year-long study on what truly separates successful Internet dealers from the r

I spend as much time outside of the car business today as I do in it and many of the online marketing professionals I interact with there have recently told me small is cool to customers. Small businesses, they say, have a personality, flavor and sen

We work with multiple dealer groups, and they all have their own preferences on how inventory and leads are routed.  Some have two OEM flags under one roof and share a DMS, others have multiple rooftops and one pre-owned lot with each running their

Interacting with informed customers can be a challenge as dealers try to overcome their concerns throughout the shopping process. In this month’s article, I provide practical tools to help salespeople conquer this obstacle. Please keep in mind that