There is nothing more frustrating to a customer than being told a repair will take X amount of time – only to be informed later that it will take longer. To those who work in busy dealership service departments, this happens frequently. Custome

The buzz today among vendors in the automotive industry is all about making the car buying transaction faster and more convenient for the consumer. I get it. Consumers think it takes too long to buy a car, so technology companies are inventing ways t

Artificial intelligence is here. It’s hard to miss, when you see how many Americans utilize personal assistants like Siri and Alexa on a daily basis. The recommendations offered to us on websites like Amazon and Netflix are all powered by AI. As wi

Billions of people use the internet. Many of us live there. We use the internet to do our jobs, to stay connected with friends and family, and for entertainment. In the United States, the internet is no longer a luxury, but a necessity. Much of what

I’ve been around enough installations of technology and tools in dealership service departments to spot a train wreck before it happens. I suspect many can recall a technology investment that went south and, ultimately, proved to be a big waste of

Do you think retail is changing, or do you believe that continuing to do the same thing will allow you to prosper as you have for decades? Certainly, the auto industry disruptors must be a wake-up call, at the very least. But is it enough of a wakeup

Live video is taking over. If you have been on social media anytime lately, you probably noticed the barrage of streaming Facebook Live videos. In addition, videoconferencing has replaced boring teleconferences on just about every major platform. Why

Automotive retailing (and the automotive industry in general) has always been closely tied to technological advances that help shape – and disrupt – the consumer experience. It can be jarring to think of how technology has transformed the vehicle

Lately I’ve heard the terms omni-channel and multi-channel marketing used interchangeably. Yet there’s a distinct difference between the two terms, and several reasons why I believe omni-channel marketing is a more effective approach for auto dea