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Jared Hamilton
From: Jared Hamilton
Hey - It’s time to join the thousands of other dealer professionals on DrivingSales. Create an account so you can get full access to the articles, discussions and people that are shaping the future of the automotive industry.
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Larry Schlagheck

Larry Schlagheck VP of Media

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What Disney Can Teach Dealerships About the Customer Experience

I came across this paper written by Ron Lamb, President at Reynolds and Reynolds. It's a good read and makes some interesting points.

Download the PDF Report here.

What really caught my eye was the fact that DrivingSales has secured a speaker at our upcoming Executive Summit from the Disney Institute  So, read Ron's paper and join us at DSES this year. It'll make a great "one-two" punch!

And, Check out the DrivingSales Executive Summit agenda

Tommy Bay
Wow! How timely on Rey Rey's part. John is right though - being able to differentiate your store from your competition can be tough when you're all selling pretty much the same thing. It starts to come down to the customer experience. And once you establish a brand that people love, you will start to enjoy brand loyalty. Nobody knows that routine like Disney! I'm now even more excited to hear directly from the Disney Institute facilitator at DSES 2013! Thanks for sharing this, Larry!
Shaun Raines
Nice article by Mr. Lamb and good find Larry. Thank you for sharing it here at DrivingSales as I'm sure it will create excitement for those planning to attend DSES in October. I actually can't stop thinking about Disneyland and DSES now.
Jeremy Alicandri
Larry, Thanks for sharing. I read Ron’s paper online and it’s was actually enjoyable. However, it’s important that dealers understand that a great customer experience originates with employee culture; top leadership must set the right culture in order to deliver a great customer experience. Technology is a just a tool. As Lou Gerstner, one of my favorite corporate idols stated: "The thing that I learned at IBM is that culture is everything…Until I came to IBM, I probably would have told you that culture was just one among several important elements in any organization's makeup and success — along with vision, strategy, marketing, financials, and the like... I came to see, in my time at IBM, that culture isn't just one aspect of the game, it is the game. In the end, an organization is nothing more than the collective capacity of its people to create value." I’m looking forward to the Disney presentation. It was “fully committed” at NADA.

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