Lincoln (Luxury) and MINI (Mass Market) Rank Highest in Sales Satisfaction in Respective Segments

TROY, Mich.: 10 Dec. 2020 — Decreased showroom traffic caused by COVID-19 shutdowns fast-tracked dealer adoption of remote selling capabilities, according to the J.D. Power 2020 U.S. Sales Satisfaction Index (SSI) Study,SM released today.

“The pandemic provided dealers with a wide-open path to allow different approaches to sell vehicles outside of their traditional showroom sales process,” said Chris Sutton, vice president of automotive retail at J.D. Power. “It’s revealing, too, that 44% of online shoppers are now selecting the exact vehicle they want from inventory on a dealer’s website, which is an increase of 13 percentage points from January of this year.

“The more shoppers are exposed to remote communication and actual online buying options, the more they may prefer these methods in the future over traditional showroom visits to wade through inventory and negotiate. In fact, nearly one in four buyers say their purchase experience during the pandemic will make them less likely to shop in person in the future, indicating that digital retail processes are here to stay. These lasting effects make it imperative for dealers to step up their digital offerings to remain competitive.”

The study, now in its 35th year, has been redesigned for 2020 and places a much greater emphasis on digital retail and remote buying. Digital retail activities measured in the study include the ability to select vehicle from inventory; receive credit approval; review F&I products; agree on purchase price; and complete purchase paperwork. All saw a spike during the onset of the pandemic and, while many declined in the May-June timeframe, all are still up nearly 50% from January.

The study also finds that, as dealers implemented and refined digital procedures at the onset of the pandemic (March-April), buyer satisfaction among digital customers increased. Most notably, satisfaction among buyers who finalized a price online was nearly identical to those who didn’t finalize a price online before the pandemic began. By the May-June timeframe, satisfaction among buyers who agreed to a price online was 42 points higher (on a 1,000-point scale) than among those who hadn’t. This demonstrates how quickly dealers were able to implement and refine processes that resonated with buyers.

Following are some key findings of the 2020 study:

• Key pandemic-related buying activities improve satisfaction: Even though most buyers say COVID-19 affected their buying process in ways they didn’t expect, many were more satisfied as a result. In fact, satisfaction among buyers who say their process wasn’t affected at all is seven points lower than among those who were affected. Buyers who completed most of their paperwork online are the most satisfied, with satisfaction averaging 873, which is 35 points higher than among those who didn’t complete paperwork online. Similarly, satisfaction scores among those who had more virtual communication are 17 points higher than among those who didn’t. These activities illustrate why such trends are likely to continue.

• Online F&I review can enhance take rates: Reviewing F&I products online increased after the COVID-19 outbreak, but it’s still uncommon—only 7% of buyers say they reviewed products online during the March-June timeframe. However, the take rate among buyers who reviewed products online is higher compared with those who reviewed products in the showroom, especially for extended warranty (36% vs. 28%); prepaid maintenance (23% vs. 16%); and tire protection (18% vs. 12%).

• Brand and dealer advocacy aren’t aligned: On average, vehicle brands have a higher Net Promoter Score® (NPS)[1] than their dealer base, with nearly a 20-point gap (on a 100-point scale) between the scores. However, there’s also a wide range of gaps between the two groups that vary by brand, the largest of which is 34 and the smallest of which is -2. Key performance indicators (KPIs) that have the highest effect on buyer satisfaction index scores include sales consultant completely understood needs (+94); vehicle delivered in perfect condition (+55); and finance staff not too pushy selling additional products (+52). These KPIs are met nearly 90% of the time. NPS measures customer advocacy for the model they own and can be a strong predictor of future business growth.

• Tesla profiled for first time: Tesla receives an SSI score of 804. The automaker is not officially ranked among other brands in the study because it doesn’t meet ranking criteria. Unlike other manufacturers, Tesla doesn’t grant J.D. Power permission to survey its owners in 15 states where it is required. However, Tesla’s score was calculated based on a sample of surveys from owners in the other 35 states.

Study Rankings

Lincoln ranks highest in sales satisfaction among luxury brands, with a score of 827. Lexus (826) and Mercedes-Benz (826) rank second in a tie.

MINI ranks highest in sales satisfaction among mass market brands with a score of 824. GMC (804) ranks second and Buick (803) ranks third.

The U.S. Sales Satisfaction Index (SSI) Study measures satisfaction with the sales experience among new-vehicle buyers and rejecters (those who shop a dealership and purchase elsewhere). Buyer satisfaction is based on six factors (in order of importance): delivery process (28%); dealer personnel (21%); working out the deal (19%); paperwork completion (19%); dealership facility (10%); and dealership website (4%). Rejecter satisfaction is based on five factors: salesperson (28%); price (27%); negotiation (18%); dealership facility (14%); and variety of inventory (13%).

The study is based on responses from 35,816 buyers who purchased or leased their new vehicle from January through June 2020. The study is a comprehensive analysis of the new-vehicle purchase experience and measures customer satisfaction with the selling dealer (satisfaction among buyers). The study also measures satisfaction with brands and dealerships that were shopped but ultimately rejected in favor of the selling dealership (satisfaction among rejecters). The study was fielded from July through October 2020.

To learn more about the 2020 U.S. Sales Satisfaction Index (SSI) Study, visit

http://www.jdpower.com/resource/us-sales-satisfaction-index-ssi-study.

See the online press release at http://www.jdpower.com/pr-id/2020076.

J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world's leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.

J.D. Power is headquartered in Troy, Mich., and has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The J.D. Power auto shopping tool can be found at JDPower.com.

Media Relations Contacts

Geno Effler, J.D. Power; West Coast; 714-621-6224; media.relations@jdpa.com

Shane Smith; East Coast; 424-903-3665; ssmith@pacificcommunicationsgroup.com

About J.D. Power and Advertising/Promotional Rules www.jdpower.com/business/about-us/press-release-info

SANTA MONICA, Calif., September 10, 2020 – TrueCar, Inc. (NASDAQ: TRUE), the most efficient and transparent online destination to find a car, today announced a new affinity partnership with Military AutoSource, the only vehicle buying program exclusively for the U.S. military community serving overseas for close to 60 years.

Military AutoSource has strong connections to the military community with an established and experienced on-base presence that will help TrueCar and its dealer partners reach more service members in need of a new vehicle while extending Military AutoSource’s strong overseas footprint to the United States.

“We’re proud to partner with Military AutoSource to extend TrueCar’s best-in-class car buying experience and suite of military exclusive benefits to their customers and their families who primarily live on and around military bases here in the U.S.,” said Mike Darrow President & CEO of TrueCar. “Our shared commitment to the U.S. Military and to providing them with unique value and first-rate customer service serves as the foundation for a great partnership, and one with extraordinary potential,” added Darrow. 

TrueCar has over thirteen years of experience servicing the men and women of the military through affinity car buying partnerships with leading military service organizations. It recently launched TrueCar Military, a dedicated vehicle purchase program that provides exclusive Military incentives and exclusive benefits, on top of TrueCar’s existing benefits, to those who have served our country’s armed forces and their families.

TrueCar’s Military Appreciation Package will now be extended to validated members of the U.S. military and their families using the new TrueCar powered Military AutoSource Car Buying Service which is expected to launch in the next few months. Benefits include:

·   Get $500-$4,000 Bonus Cash from Select Manufacturers

·   Up to $4,000 Worth of Benefits for Repair and Auto Deductible Reimbursement*

·   Dedicated Military Customer Service Hotline

·   Dealer Discounts on New and Used Vehicles

All of this is in addition to TrueCar’s standard benefits including:

·   Savings: Over $3,500 average savings off MSRP**

·   Price Context: See what others paid for a similar vehicle in your local area

·   Real Pricing: Get an upfront, personalized price on a specific vehicle from a dealer online, including manufacturer incentives and discounts. 

“We’re thrilled to be working with TrueCar to expand our program and provide the stateside military community with a premier car buying service that aligns with the Military AutoSource mission and heritage,” said David Goldring, Chairman & CEO of Overseas Military Sales Corp. (dba Military AutoSource). “After six decades spent serving our armed forces around the globe, we have a deep appreciation and respect for the military community.  TrueCar shares our passion and commitment to providing them with the service and value they deserve,” added Goldring.

Military AutoSource will also work with its military and OEM partners to deliver the kind of member support and unique event experiences it has developed overseas to bases and surrounding communities in the U.S. to bring awareness of the new program.

*Only available when you report your new or used purchase from a Certified Dealer within 45 days. Some benefits are not available in New York or New Hampshire. For more information please visit https://www.truecar.com/report-purchase/

**Between 1/1/19 and 12/31/19, the average savings off MSRP experienced by consumers who connected with a TrueCar Certified Dealer through a TrueCar-powered auto buying program and who were identified as buying a new vehicle from that Certified Dealer was $3,533.  Your actual savings may vary based on multiple factors, including the vehicle you select, region, dealer, and applicable vehicle-specific manufacturer incentives, which are subject to change.  The MSRP is determined by the manufacturer and may not reflect the price at which vehicles are generally sold in the dealer’s trade area, as many vehicles are sold below MSRP.  Each dealer sets its own pricing.

###

About TrueCar

TrueCar is a leading automotive digital marketplace that enables car buyers to connect to our nationwide network of Certified Dealers. We are building the industry's most personalized and efficient car buying experience as we seek to bring more of the purchasing process online. Consumers who visit our marketplace will find a suite of vehicle discovery tools, price ratings and market context on new and used cars – all with a clear view of what's a great deal. When they are ready, TrueCar will enable them to connect with a local Certified Dealer who shares in our belief that truth, transparency and fairness are the foundation of a great car buying experience. As part of our marketplace, TrueCar powers car-buying programs for over 250 leading brands, including AARP, Sam’s Club, and American Express. Nearly half of all new-car buyers engage with TrueCar powered sites, where they buy smarter and drive happier. TrueCar is headquartered in Santa Monica, California, with offices in Austin, Texas and Boston, Massachusetts.

For more information, please visit www.truecar.com, and follow us on Facebook or Twitter. TrueCar media line: +1-844-469-8442 (US toll-free) Email: pr@truecar.com

About Military AutoSource

Military AutoSource (a dba of Overseas Military Sales Corp.) is headquartered in Woodbury, New York with operational offices in Germany, the United Kingdom, Korea and Dubai. For close to 60 years, Military AutoSource has been serving the military community by providing U.S. specification cars, motorcycles and off-road vehicles to active duty military, civilian, DOD employees and the diplomatic community stationed on U.S. installations outside the United States. The on-base division of Military AutoSource is authorized by The Exchange (AAFES) and Navy Exchange (NEXCOM) and maintains operations in close to 70 locations in over 20 countries, with an additional 15 locations off base in Europe and a global e-commerce team to support eligible service members deployed to inaccessible areas overseas.

OFFERS AUTOMOTIVE  DEALERSHIPS EFFICIENT MANAGEMENT OF ONLINE LEADS

HOFFMAN ESTATES, Ill. – August 31, 2020 – CDK Global, Inc. (Nasdaq: CDK), a leading retail automotive technology company, today announced the launch of BDC Pro, a new addition to its Elead ecosystem. BDC Pro provides a standardized 90-day lead nurturing program designed to manage the full cycle of internet leads for automotive dealerships that use Elead as their CRM provider.

The solution offers dealers an operating model that is efficient and fully integrated inside the Elead CRM. Dealerships can deliver a better experience by engaging online shoppers with consistent, productive conversations while giving their sales staff more time to focus on providing a VIP experience to guests in the showroom.

BDC Pro handles first responses, workflow, task management, delivery of confirmed appointments, warm handoffs, and no-show follow up. The program has a support network that consists of trained agents for follow-up activities, plus a team of sales operation consultants that help dealerships identify successes and areas of opportunity to improve appointment traffic and gain competitive market share.

“Our vision for the future of BDC is to continuously evolve to keep dealership needs central to the solutions we offer,” said Scott Thompson, senior vice president, CRM, and Layered Applications. “As the economy continues to reopen, competition is at an all-time high, and dealers are hyper-focused on expense management. BDC Pro gives them the ability to take advantage of every opportunity, get more showroom appointments, and close deals quickly and efficiently. That’s crucial right now.”

BDC Pro gives dealers an affordable way to access a large pool of professionally trained live agents that work as an extension of the in-house dealership sales team. BDC Pro agents are assigned follow-up workflows and tasks based on their training level and skill set to provide superior coverage and lead handling.

It is designed for short- and long-term follow-up strategies for online inquiries with a robust cadence of live calls, texts, and emails. BDC Pro accelerates lead conversions by using advanced software technology to deliver messages at the time most optimal to trigger a response from the auto shopper. Every workflow and task completion is connected to the customer record, giving instant visibility into the full history of communications with the car buyer and detailed notes on the interactions.

BDC Pro is currently available in the U.S. Learn more about BDC Pro or request an expert sales consultation.

###

About Elead CRM

As part of the CDK Global portfolio of solutions, Elead CRM integrates its retail solutions around a dealer’s culture, processes, and systems to aggregate data into a single view of the customer across the entire business – streamlining the customer lifecycle to deliver a personal experience every time. Helping more than 5,000 dealerships nationwide, including six of the top 10 dealer groups, Elead CRM helps dealers operate more profitably and gain a business advantage with sales, service and marketing operations tied back to the CRM.

About CDK Global, Inc.
With $2 billion in revenues, CDK Global (Nasdaq: CDK) is a leading global provider of integrated information technology solutions to the automotive retail and adjacent industries. Focused on enabling end-to-end automotive commerce, CDK Global provides solutions to dealers in more than 100 countries around the world, serving approximately 30,000 retail locations and most automotive manufacturers. CDK solutions automate and integrate all parts of the dealership and buying process, including the acquisition, sale, financing, insuring, parts supply, repair, and maintenance of vehicles. Visit cdkglobal.com.

Contacts:

Media Contact:

Roxanne Pipitone

Senior Director, Corporate Communications
847.485.4423
Roxanne.pipitone@cdk.com

With an industry focus on how to improve the customer experience as well as how to save time on each transaction, Roadster doubles down on holistic omnichannel commerce platform that will help dealers achieve these goals by focusing on each aspect of the sale 

San Francisco, Calif. — August 24, 2020— Roadster, the leader in commerce solutions for car buying and leasing, today announced the rollout of its enhanced omnichannel commerce platform designed to help dealerships offer a more modernized and improved car buying experience, by holistically addressing every aspect of the sale.  Building upon its already successful in-store sales process, where Roadster’s Express Storefront empowers dealers to connect the dots between what the customers did at home and their in-store experience, the company will now introduce a suite of new remote selling products that will empower internet and BDC teams to guide customers further down the purchase funnel regardless of where they are..

“The industry has been focused on plug and play digital retailing products as a way to improve and modernize car buying but in order to really improve the customer experience, we have to empower dealership personnel with solutions that make it easier to sell,” said Andy Moss, CEO of Roadster. “Car shoppers don’t buy cars in a linear fashion and we can no longer treat them that way. We are proud to be introducing the next generation of our digital sales platform at such a crucial time in the industry, when dealers need the most efficient and effective way to engage consumers and seamlessly walk them through the purchase process from start to finish.” 

As part of its new offering, Roadster will introduce Express Response, a lead response solution that allows the dealership to automatically respond to internet leads with intelligent and relevant information that encourages the customer to start the deal-making activity online.  Unlike legacy models, where consumers often get an inactionable auto-response to their lead submissions or where the dealership spends a significant amount of time sending detailed and individualized responses, Express Response increases customer engagement 24 hours a day by responding to all internet lead sources from one seamless platform. It empowers dealers to follow up on customer’s interest on any piece of new or used inventory, and respond directly with VIN specific information to help move customers down the purchase funnel faster. It improves transparency and consistency, providing customers with pricing that matches what appears on a dealer’s Express Store and links them directly to the appropriate VDP or SRP to ensure there are no surprises as they build the deal. 

Express Response also gives dealers the ability to control their brand voice, cadence and timing of their messages, as well as track response metrics, from open rates, click through rates, session length and actions taken to measure and ensure customer engagement and satisfaction remains paramount. It also provides dealerships with unique visibility into a customer’s first interaction with their dealership, which is something that many dealerships have been unable to track until now.

In early pilots with 43 rooftops and 12 dealer groups representing makes including Kia, Buick GMC, Nissan, Mazda, CDJR, Toyota, Hyundai, Honda, Acura, Lexus, Mercedes-Benz, Volvo, Porsche, BMW, Land Rover, Jaguar, VW, Audi, and Ford Lincoln, Express Response vastly improved engagement rates. Express Response’s open rate is at 65 percent, compared to an industry average of 12.6 percent, and its click through rate is at 22 percent versus the industry average of 1.2 percent.*

“Express Response has significantly increased our customer engagement,” said Greg Nalewaja, General Manager at Midlands Honda. “Not only are we able to immediately collect information from customers that otherwise would have taken four or five salespeople to gather, but our closing ratio is 16% because we can move our customers down the purchase funnel faster and more efficiently.”

In addition to Express Response, Roadster will begin to roll out its enhanced Express Storefront experience, which is designed to give sales agents the flexibility to start orders and push tasks to customers throughout the buying experience. Unlike current models where customers are forced to go through a very linear and rigid online process regardless of their situation and a sales agent is left either forcing them to take steps that don’t make sense or having to take them out of it entirely to better accommodate their customer’s needs, Roadster’s enhanced Express Storefront experience moves sales agents from being reactive to being proactive, encouraging them to push appropriate purchase tasks including showcasing F&I when starting an order for better visibility and transaction rates in whatever order makes sense to the customer, while providing them with visibility into all of the customer’s activity and various deals created in one place for ease of engagement and follow up. 

Customers are encouraged to complete as many or few of the steps of the transaction online or in-person, including having the choice of completing forms in whatever order makes sense at checkout, or simply reserve the car with a deposit and finish the process in store. The enhanced Express Storefront experience, allows sales agents to prompt customers when it is time to complete tasks together, including complete a credit app or trade in, request a deposit, ask for additional documentation and more. With remote sales gaining in popularity due to COVID-19, Roadster’s restructured selling experience provides dealers with the opportunity to save the customer and their sales team time by guiding customers through as much of the purchase process as possible before they come into the showroom.

Adding to its offering, the company will also roll out Express Store Live, powered by Live Person, providing dealerships with an efficient and digitized way to build relationships with their customers, even when their customer is at home. With Express Store Live, dealerships will have access to video conferencing and screen sharing capabilities to answer questions that their online buyer may have at any step of the process.

In addition, Roadster’s commerce platform will also integrate with Equity Mining Tools like Auto Alert to provide dealers with the ability to surface up the exact VIN that might be right for their current customers and give them the ability to reserve or purchase that vehicle from the comfort of home.
 

For more information on accessing Roadster’s omnichannel commerce platform, please visit www.Roadster.com

About Roadster

Roadster provides consumer-driven Commerce Solutions for today’s modern dealership. With Roadster's proprietary technology platform, dealerships can provide hassle-free car buying in-store, online or on the go. Roadster dramatically improves dealership customer satisfaction scores, while significantly reducing sales costs. From inventory merchandising, to financing/leasing, incentives, trade-ins, service plans and accessories-- Roadster delivers near penny perfect deals in a beautifully designed interface that customers and employees will love. Roadster is based in Palo Alto, CA and was founded in late 2013. For more information, please visit https://roadster.com.

*attributed to Campaign Monitor, “Ultimate Email Marketing Benchmarks for 2020: By Industry and Day”, 2020 article

Phoenix, AZ – One of the most lucrative segments in the automotive market has remained steady
despite the recent automotive retail sales volatility. Bankruptcy protection is considered an essential
government service and courts have continued providing much needed relief to consumers nationally. Throughout the pandemic, fresh bankruptcy customers have proven to be a “lifeline” for many dealersthroughout the U.S. and all indications are, these leads will surge in quantity over the next 12-18months.

Lead providers, such as www.OnlineBKmanager.com who specialize in Bankruptcy leads, are assisting auto dealers in identifying and marketing to these need-based buyers in their markets. “Many of our dealer clients are depending on BK leads like never before,” said Robert Davies, the company’s President. “Every day during this crisis we have delivered fresh leads to dealers in our network. A good portion of these folks have an immediate need to buy a new or pre-owned car or truck and the timing for them is right now,” explained Davies.

Due to this immediate buying need, dealers are experiencing swift results from their marketing efforts. The GSM of a Mid-West Ford/Nissan Franchise explained. “Earlier this week we contacted all the BK leads from March, April and May in our area to let them know we are now open and ready to help. In just a few days we set over 15 appointments and sold 3 cars.” Another franchised dealer in Virginia simply continued contacting the fresh BK leads provided every day during their state’s lockdown. “We sold 16 units in May to our fresh BK leads by appointment only,” the dealer explained. “These people needed reliable transportation despite the crisis happening around them.”

Many Sub-Prime lenders are specifically targeting Bankruptcy applications and contracts with incentives and special terms. A major lender in the sub-prime arena indicated over 85% of their recent loans are to applicants with fresh bankruptcies. “Our funding model is to continue lending as much as possible to the Bankruptcy market,” indicated the company’s representative. “Historically, BK loans are by far our best performing portfolios. We are excited and prepared for the imminent surge we are starting to see in BK apps and contracts.”

With major car rental companies reducing their fleets due to restructuring or filing bankruptcy
themselves, the availability of used car inventory could soon flood the market. This “perfect storm”
could also make way for the increased demand the Bankruptcy market will inevitably place on the used car market over the next 18 months.

For information about www.OnlineBKmanager.com and a FREE Bankruptcy Marketing Prospective, call 888-739-1468 or email contact@onlinebkmanager.com.

Technology Provided Free of Charge Allows Businesses to Connect Virtually with Consumers While Adhering to Shelter-in-Place and Social Distancing Guidelines

 SCOTTSDALE, Ariz., – (April 9, 2020) Digital Air Strike, the leading consumer engagement technology company, today announced a new Virtual Retailing Program that allows businesses to interact and transact with customers through video, AI, social media, and automation. The company is offering its video solution, Video Logix, which helps businesses showcase their services, inventory, and social distancing practices free of charge to businesses for 30 days. Digital Air Strike is also sponsoring a “Video of the Week” contest. Businesses can submit their best videos showing how they can assist consumers virtually for a chance to win $500. Videos can be emailed to video@digitalairstrike.com.

Along with Video Logix, the company’s Virtual Retailing Program includes Response Path AI-powered, multi-channel “chat” that engages consumers automatically, 24/7, asks/answers questions, captures lead information, and alerts employees when human interaction is needed. Response Path is paired with Digital Air Strike’s new Power Texting which allows a business to text information immediately and effectively via SMS message to customers. Customers can reply via text and the AI technology of Response Path engages with customers who respond to the Power Texting messages. The company’s Virtual Retailing technology is especially beneficial to businesses considered essential services, including automobile dealerships and home healthcare providers.

“While many businesses may have physical structures closed to public traffic, there are still many opportunities to transact online and virtually with consumers,” said Alexi Venneri, co-founder and CEO of Digital Air Strike. “Industries that haven’t traditionally offered online transactions need to adapt quickly to the new customer requirement that will likely become the general preference post pandemic. Consumers want the ability to do more online and our Virtual Retailing solutions give businesses amazing new tools to engage with customers.”

The Virtual Retailing Program allows businesses to provide the same level of service even if employees are working from home or much of the staff has been furloughed or laid off. By automating responses to consumers, the limited or remote staff can focus on consumers needing immediate attention. Response Logix, Digital Air Strike’s patented lead response technology, responds automatically to vehicle price inquiries with multi-vehicle price quotes and custom microsites so that consumers can continue to shop online, get pre-qualified, estimate their vehicle trade-in value, and learn about vehicle features most important to them. The technology also automatically follows up with car buyers for six months helping the dealership stay top of mind while pent-up demand is being created.

The Virtual Retailing Program includes a step-by-step guide for businesses on how to continue to operate in all scenarios, marketing assistance with social network strategies, content, and videos that dealers can use immediately, paired with training and new technology to help automate many of the steps.

Digital Air Strike developed a resources page at www.digitalairstrike.com/commitment with downloadable content for businesses, industry updates, and examples of dealerships using video to communicate with customers. The company also hosts free, best practice webinar presentations about Virtual Retailing and how businesses can implement the strategies immediately. The complete webinar schedule and the ability to request previous presentations can be found at www.digitalairstrike.com/webinars.

About Digital Air Strike

Digital Air Strike is the leading social media, intelligent lead response technology and consumer engagement company helping businesses increase consumer response and conversions in digital and social media environments while generating measurable ROI.

A pioneer in digital response, social media marketing and online reputation management solutions, Digital Air Strike deploys industry-specific mobile apps, software, intelligent messaging and managed service platforms to monitor, engage, improve and manage consumer interactions for thousands of businesses in the United States, Canada and 11 additional countries, including working with seven of the largest automotive manufacturers. More information is available at www.digitalairstrike.com and www.facebook.com/digitalairstrike.

About CDK Global, Inc.

 With $2 billion in revenues, CDK Global (Nasdaq:CDK) is a leading global provider of integrated information technology solutions to the automotive retail and adjacent industries. Focused on enabling end-to-end automotive commerce, CDK Global provides solutions to dealers in more than 100 countries around the world, serving approximately 30,000 retail locations and most automotive manufacturers. CDK solutions automate and integrate all parts of the dealership and buying process, including the acquisition, sale, financing, insuring, parts supply, repair and maintenance of vehicles. Visit cdkglobal.com. 

About WheelsTV 

WheelsTV is the creator and distributor of the industry-leading WheelsTV Showroom. This multi-award-winning interactive video test drive platform with over 5,800 personalizable videos is
helping millions of car buyers across America to quickly, easily and enjoyably select the best
vehicles for their needs while helping dealers and OEMs speed their sales process. WheelsTV is best known for its highly rated television series on Discovery Network, PBS, Speedvision,
Family Channel and Outdoor Life Network. WheelsTV is a program service of Automotive
Networks Corporation, headquartered in Acton, Massachusetts. Visit http://wheelstvnetwork.com/.

RevenueRadar’s new Strategic Growth Managers help dealerships re-engage and retain customers

DALLAS, September 26, 2019 – DealerSocket, Inc. is announcing a significant offering for its RevenueRadar tool with the launch of a team of Strategic Growth Managers dedicated to supporting and servicing dealers utilizing RevenueRadar. RevenueRadar is integrated into the company's Customer Relationship Management (CRM) software and is a predictive marketing tool that enables and promotes customer retention.

"Acquiring new customers is significantly more expensive than retaining existing ones," said Darren Harris, general manager of DealerSocket's CRM product suite. "We realize most dealers are not using their customer data to its full potential. RevenueRadar now offers a team of dedicated Strategic Growth Managers who will partner with our dealerships to help drive more cost-effective retention strategies."

DealerSocket's team of Strategic Growth Managers are experts in the auto industry. With an average of more than 21 years of automotive and in-house experience, including an average tenure of eight years at DealerSocket, many hold multiple OEM certifications and will offer consulting recommendations to the RevenueRadar opportunities generated by the software. The Strategic Growth Managers will consult with dealers on best practices to utilize within RevenueRadar, and they will share ideas on how to best approach customers. They will work with dealers to develop and implement processes, train staff, and create marketing strategies with campaign tracking, as well as provide analysis for retention opportunities. The Strategic Growth Managers are an additional consultative service DealerSocket is now offering. The new offering is in addition to DealerSocket's award-winning service the company's Customer Success Manager provides.

DealerSocket's new Strategic Growth Managers are available now. For more information on how to access the new consultative feature, or to get a demo, visit www.dealersocket.com/revenueradar.

About DealerSocket

DealerSocket is a leading provider of software for the automotive industry, offering a suite of seamlessly integrated products to help dealers sell and service vehicles more profitably, all while improving their customers' experience. DealerSocket's suite of products includes advanced Customer Relationship Management (CRM), innovative Digital Retail, Marketing and Websites, robust Vehicle Inventory Management, insightful Analytics Reporting, and solutions to streamline dealer operations such as Desking, Credit Reporting, Compliance, and an independent-geared Dealer Management System (DMS) for dealers of all sizes. DealerSocket's software has helped customers sell more than 100 million vehicles throughout its 18-year history. For more information, visit DealerSocket.com, or follow us on Twitter, LinkedIn, and Facebook.

Dealerships today operate in an environment where the consumer experience is a driving factor in dealership selection.  Ecommerce and other third-party disruptors are impacting customer expectations.  Additionally, margins have compressed.  There isn’t much room left for dealers to go.

With this as a reality today, efficiency becomes one way to maintain profitability and meet customer demands.

Dealerships have a distinct advantage over online-only retailers.   You have inventory for customers to view and staff on hand to answer any customer questions.  This has immense value.  The key is refining your process, maintaining these differentiators while streamlining the transaction.

How can you leverage efficiency to accomplish this? Here are some simple questions you can push your process through to gauge its efficiency.

Can you reduce the time it takes to complete your process?  We’ve all seen studies on the impact time has on your profitability and customer satisfaction.  Where can you eliminate areas in your process that add time and reduce trust? 

In my dealership experience, getting a deal approved and waiting for finance were two areas that took a lot of time.  There was typically a bottleneck in front of the finance office.  Obviously, dealers need that finance gross today.  But how can you speed up the process without sacrificing that back-end?

Can you reduce duplication?  What do I mean?  Customers are doing a lot of research online.  Can you move some of the offline steps that take time and let customers complete them in the comfort of their own homes?  In your process, can you identify and acknowledge those completed steps and pick up where they’ve left off?

This is one thing that drives me crazy about the doctor’s office.  I don’t visit often, but do I have to fill out that clipboard every time?  Don’t they have my information?

Also, few things frustrate a customer more than providing redundant information.  If a customer completes steps online, asking them to repeat them when they get to the store doesn’t help build trust.  And it’s very inefficient.

This requires a responsive sales process and salespeople who can identify customer needs and expectations.  You’ll need salespeople that aren’t robots.

Training can improve your efficiencies.  Too often, strategies that are engineered into the sales process aren’t communicated and trained with the team.  Salespeople don’t know what to do or why the change is being made.

Can your sales process reduce the steps salespeople need to do?  Are there steps that you’ve always done that you can remove and still provide a good experience while maintaining your margins? 

I think this is always a good question to ask.  You may find there are steps that have no impact on the final outcome.  Or maybe you can automate tasks to increase speed.  Is it possible that steps can be completed simultaneously to reduce the amount of time customers take?

I’m not saying that customers should be in and out in an hour.  I’m saying that your process makes it possible that they could be out that fast.  Customers should be the ones that direct the amount of time necessary, not the salesperson or the dealership.

I challenge you to audit your process and ask yourself how you can make it more efficient.  Efficiency is going to become more and more important as the retail evolves, and it puts you in a better position to improve your profitability.

Study which polled adults across the country, showed that 52% of regular shoppers who shop both online and in-store prefer experience over price; and both men and women would be willing to pay up to 20% more for a fast, transparent and painless car purchasing experience

San Francisco, Calif. — August 13— Roadster, the leader in commerce solutions for car buying and leasing, announced the results of an in-depth study, which asked over 1000 adults across the country about their recent shopping experiences, including which industries currently provide the best shopping experiences, as well as those that are in need of modernization.

The study, conducted in partnership with Survata, found that men believe the Grocery industry (31%), followed by the Consumer Electronics industry (20%) provides the best shopping experience, whereas women pointed to the Apparel industry (40%), followed by the Grocery industry (34%) as their top two picks. However, the study also found that when it comes to those industries that offer the worst shopping experiences, there is little disagreement between men and women, with both ranking the Cable industry (22%m/18%w) and the Automotive industry (13%m/18%w) as the two worst shopping experiences, as well as the industries in most need of modernization.

To help industries better understand what makes consumers loyal shoppers, the study also examined the responses of consumers who classify themselves as regular shoppers (shop daily, twice a week and weekly,) and those who shop regularly both online and in-store.  The study found when retailers offer a great customer experience (71%), free shipping (68%), and easy returns (52%) shoppers become more loyal. Additionally, one in two shoppers stated that retailers who offer the ability to purchase online and have a consistent experience both online and in-store increase customer satisfaction and drive further loyalty.

For the automotive industry in particular, men and women said that dealing with one person from start to finish (21%m/20%w), along with transparent pricing (22%m/20%w) and having the inventory they are looking for (16%m/18%w) will help make it a better shopping experience.  In fact, shoppers are so enthused by the idea of having a positive car buying experience, that 52% of respondents ranked a positive experience as being even more important to them than price. And, 85% of men and 81% of women furthered they would pay up to 10% more to ensure a fast, transparent and painless car purchasing experience, while 19% of women and 15% of men stated they would be willing to pay 20% more to ensure a positive customer experience.

“At Roadster, we’ve always put a premium on creating car buying and selling solutions that deliver a great customer experience,” said Andy Moss, CEO of Roadster. “And it’s clear from the results of our study that car shoppers are not only ready for it, but are willing to even pay more to ensure it. We are proud to be at the forefront of change in the industry and to be deploying solutions that will finally make car shopping as easy and as positive as shopping for anything else.”

The study also asked consumers who had purchased or leased a car in the past year if anything went wrong during their last car buying experience. Respondents shared a number of issues, including: a feeling of being upsold on services and products that they did not want (29%), that the process was inefficient and took too much time (28%) and that there was a lack of transparent pricing available (24%). Yet, with third party studies* showing when consumers are educated about F&I products prior to entering the dealership they are more likely to buy, it is clear there are immediate steps dealers can take to improve the experience. And, despite these grievances, 87% of respondents in Roadster’s study stated that they had a positive car shopping experience.

Yet, with NPS scores for Automotive Retail on a decline since 2016 (current NPS of 39 vs. 48 in 2016), the study clearly shows how much the industry is impacted by the perceived modernization of other industries. It also pinpoints the importance of cultivating a positive customer experience and how a lack of it as compared to other industries has driven customer satisfaction for the industry down overtime. For more information on Roadster’s shopper insights, please visit: www.Roadster.com

*Cox 2017 Car Buyer Journey

**Survey examined findings from all 1012 respondents; results were also segmented by consumers who classify themselves as regular shoppers (shop daily, twice a week and weekly,) and those who shop regularly both online and in-store.

About Roadster

Founded in 2013, Roadster is the leading provider of Omnichannel Commerce solutions for today’s modern dealership. The company’s Express Storefront has quickly emerged as the most comprehensive and consumer-driven platform for digitizing dealerships' sales processes. It’s complete with everything dealers need — inventory merchandising, reservations, financing, penciling, trade-ins and service plans — to enable seamless car buying at home, in-store and on the go. Roadster’s tools empower sales teams to create near penny-perfect deals in a beautifully designed interface, whether on an iPad, kiosk or desktop. As a result, dealerships that work with Roadster regularly increase their CSI scores, while significantly reducing sales costs. Roadster currently supports more than 600 of the most progressive and well-known dealerships, dealer groups and OEMs in the industry. For more information on how your dealership can partner with Roadster, please visit https://roadster.com.