An industry amid rapid change.
Your website is becoming your primary showroom.
Whether buying or servicing, customers are demanding transparent, simplified, respectful processes.
They prefer to obtain information anonymously, using digital platforms where they are in control.
Social media is proliferating. And automotive retailing is a major category. Third-party search, pricing, financing, dealership reviews and competitive comparisons apps are readily available – and are primary go-to destinations for buyers.
Monitoring and maintaining your presence is important. Reputation management is essential. Both are time-consuming.
On line advertising is also demanding. Content must be appropriate to both the channels used and the various generations with which it is intended to engage.
Data collection is robust – much of it resides within DMS and appended software, as well as with 3rd party vendors – but robust analytics and consumer insights are often overlooked.
Helping to create clarity and roadmaps for success in the on-line world is one of the places we live – and thrive.
To be successful in the Age of Amazon, dealership business processes must be aligned with the same customer expectations.
Customer loyalty must be earned every day, at every point of contact on the ‘circle of business’.
The brand experience must be delivered flawlessly – on-line and in-person – by every member of the team.
We help dealers deliver customer engagements that warrant loyalty, retention and revenues.
Now, more than ever, dealerships must focus on aligning their business processes with the digital world realities.
At NGEN, we are experts in making that connection
Automotive Services Leadership Team.
Director, Brand Strategy
30 plus years running OEM Corporate, Brand, Retail, CRM and Dealer Association Communications at BBDO Worldwide.
Director, Communication Services
25 years’ experience with Dealer Sales Associations as well as Fixed Operations Communications with Toyota, Jaguar/Land Rover, Mazda and working at Marketrend developing customized engagement programs for individual dealers and groups.
Managing Consultant at QMA-AMI
Veteran international retail process specialist focused on business performance and cultural support requirements with GM, Saturn, VW and others. Widely recognized for helping ‘set the industry bar’ for customer treatment.
Managing Partner at QMA-AMI
40 years of business and industry experience as a consultant, dealer principal and general manager of a large dealership group. David also served as the USA Director of Retail Operations at PWC in Detroit.