According to the CallSource Automotive Inbound Call Data Report, the service department phone is a missed opportunity. Over the past four years, 60 percent of inbound calls to fixed ops phones were converted to appointments... [Read More]

The Cox Automotive Maintenance and Repair Study emphasizes that less than 1 in 3 service visits are done at the dealership. Customers are taking their vehicles to aftermarket shops and those mom-and-pop service centers down the street... [Read More]

Customer retention at the dealership level is abysmal after a customer’s new vehicle warranty expires. Extended service contracts help somewhat, but the Cox Automotive 2018 Service Industry Study shows that, at best, 33 percent of vehicle maintenance and repairs happen at the dealership... [Read More]

A simple Google search for dealership social media ideas gives you a snapshot into things dealerships think about customers. One after another, all the ideas revolve around creative ways to show vehicle features, equipment, and benefits... [Read More]

Fixed Ops Journal teamed up with DealerRater in April 2019 to ask customers a question:

“The last time you took your vehicle to the dealership for service, did you buy additional work that the service adviser... [Read More]

A McKinsey Insights article titled “Driving the Automotive Customer Experience Toward the Age of Mobility” explores the shift in demographics for the automotive industry. In the article, they suggest that millennials will become 45 percent of the customer base in automotive by 2025. That’s just six years away... [Read More]