Chase Abbott explores the surprising disconnect between dealer awareness and implementation of consumer behavior insights, revealing how quality, first-party data can transform customer experiences and increase sales.

• Over 90% of dealers know about customer behavior insights, yet fewer than 20% actually use them
• Outdated or inaccurate data creates poor customer experiences and missed sales opportunities
• First-party data from Cox Automotive's platforms (AutoTrader, KelleyBlueBook, Dealer.com) provides more timely, accurate insights
• DealPulse and DealCentral offer comprehensive financial ranges from customers' online journeys
• Effective dealerships balance AI-powered insights with human expertise to create relevant communications
• Tools like predictive AI can identify shoppers 8x more likely to buy
• Dealers should question their vendor stack about data quality, timeliness, and results
• With increasing competition and evolving customer preferences, technological adaptation is essential

Driving Solutions is the go-to podcast for dealership professionals who want to stay sharp, informed, and ahead of the curve. Hosted by Jim Fitzpatrick and powered by CBT News, each episode brings you real strategies, smart tools, and expert insights to help you run a more profitable operation.

Subscribe on your favorite podcast platform and visit CBTNews.com for more.

The automotive retail landscape is shifting dramatically, and smart dealers are focusing on what they can control: fixed operations. In this eye-opening conversation with Ryan Maher, CEO of Busy Car and third-generation dealer, we uncover how properly managed recall campaigns have become a secret weapon for driving both revenue and retention during uncertain times.

Did you know there are 70 million vehicles with open recalls on American roads? That represents a staggering $22 billion in potential service revenue with approximately 70% gross margins. Yet many dealerships struggle to capture this business effectively. Maher reveals how Busy Car's AI-driven platform is transforming recall management by automating everything from customer outreach (using TCPA-exempt text messaging) to parts ordering and appointment scheduling—all without requiring dealer staff to manage the process.

What makes this conversation particularly valuable is the revelation that recall work often leads to unexpected benefits beyond service revenue. Dealers using the Busy Car platform report that many customers coming in for recall repairs become trade-in opportunities, helping acquire inventory when quality used vehicles remain in high demand. We also explore how recalls are helping fuel the mobile service revolution, providing predictable revenue streams that make mobile operations financially viable as the industry transitions toward an EV-dominant future with fewer traditional maintenance needs.

For dealers concerned about potential tariff impacts and market uncertainty, this episode offers a practical roadmap back to fundamentals. Learn how leading dealer groups are capturing millions in recall revenue while improving customer satisfaction and retention. Whether you're a single-point dealer or running multiple rooftops, you'll discover strategies to transform your recall process from a hassle into a substantial profit center that delivers results immediately.

Check out BusyCar.com to learn how their platform is helping dealers across the country capitalize on the recall opportunity, or call your manufacturer representative to discuss improving your recall management processes today.

Driving Solutions is the go-to podcast for dealership professionals who want to stay sharp, informed, and ahead of the curve. Hosted by Jim Fitzpatrick and powered by CBT News, each episode brings you real strategies, smart tools, and expert insights to help you run a more profitable operation.

Subscribe on your favorite podcast platform and visit CBTNews.com for more.

The automotive buy-sell market is experiencing a slight slowdown with transaction activity down 14% in Q1 2025 compared to 2024, though still running 70% above pre-pandemic levels. The current market shows interesting shifts with single-store sellers dominating transactions while multi-dealership deals decline amid financial market volatility.

• Buy-sell market annualizing at about 375 transactions for 2025
• Single-store transactions now represent nearly 80% of all deals
• Multi-dealership transactions down 39% due to market volatility
• Industry earnings up 7% year-over-year for first time since pandemic peak
• Blue Sky values remain strong at 70% above pre-pandemic levels
• Regional market consolidation becoming dominant strategy for buyers
• Major metros expected to become highly consolidated within next decade
• Fixed operations continue providing stable profitability (about 50% of gross)
• Tariffs may actually benefit dealers through increased gross on limited inventory
• Stellantis and Nissan showing improved outlook with new leadership
• 76% of OEM executives believe Chinese automakers will eventually enter US market
• Chinese manufacturers now control 64% of Chinese auto market, up from 36%

Driving Solutions is the go-to podcast for dealership professionals who want to stay sharp, informed, and ahead of the curve. Hosted by Jim Fitzpatrick and powered by CBT News, each episode brings you real strategies, smart tools, and expert insights to help you run a more profitable operation.

Subscribe on your favorite podcast platform and visit CBTNews.com for more.

Dave Steinberg, President and CEO of FourEyes, reveals powerful strategies for dealerships navigating today's challenging economic environment. As tariffs and market uncertainty shake consumer confidence, Steinberg explains why dealerships need a fresh approach to measuring performance and managing sales expectations.

Drawing from FourEyes' analysis of 40,000+ salespeople nationwide, Steinberg unpacks why raw sales numbers can be misleading. He shares a compelling example of a salesperson who sold 18 cars in a month – seemingly impressive until you realize they closed only 11% of leads compared to the group's 15% average. That difference represents six missed sales opportunities! This surgical analysis extends to BDC operations, where many dealerships have thousands of leads languishing with 1-2% close rates due to ineffective routing and follow-up.

The conversation tackles the AI hype head-on, distinguishing between "surgical" and "shotgun" approaches. Steinberg argues persuasively that AI's true power comes from quality data that personalizes the sales process rather than replacing human interaction. "AI is not going to replace salespeople; it's going to augment them," he notes. This becomes particularly important as the data shows most current buyers are purchasing out of necessity, making them more receptive to consultative selling that addresses their specific needs.

As economic headwinds intensify, Steinberg emphasizes the importance of industry collaboration. Early indicators show potential softening in crucial metrics like 4-7 day close rates. By sharing information and adapting strategies collectively, dealerships can navigate uncertainty while maintaining team morale and performance. Listen now to discover how better data insights can transform your approach to sales management and customer engagement during these volatile times.

Ever wonder why some dealerships are saving $10,000+ monthly while others get hit with compliance violations for their credit card practices? The answer lies in understanding the complex web of federal laws, state regulations, and card brand rules governing credit card surcharging in automotive retail.

Amberlee Allen, founder and managing partner of Dealer Merchant Services, reveals how her company grew from serving a single dealership to over 1,000 stores in just five years by specializing exclusively in automotive-compliant surcharging programs. This remarkable growth stems from a deep understanding of dealership operations and the unique compliance challenges faced by auto retailers when implementing surcharges.

The compliance landscape is intricate - surcharging remains illegal in three states (Connecticut, Massachusetts, and Maine), while others like Colorado cap rates at 2%. California dealers face special restrictions in F&I, and New York requires explicit price disclosures. The universal rule? Surcharges cannot exceed 3%, dealers cannot profit from them, proper signage is mandatory, and surcharging debit cards is strictly prohibited. Without specialized technology that automatically identifies card types, dealerships risk significant violations.

What separates successful implementations from problematic ones? Dealer-specific training, controller-friendly reporting with RO numbers and employee IDs, and support staff comprised of former dealership controllers who understand automotive accounting. As economic headwinds approach in 2025, including potential tariff impacts, implementing a properly structured surcharge program represents low-hanging fruit for dealers looking to protect their margins. The question isn't whether you can afford to implement compliant surcharging - it's whether you can afford not to.

The data revolution has arrived at automotive dealerships' doorsteps, and those who harness it effectively are seeing remarkable results. Customer Data Platforms (CDPs) have quickly evolved from industry jargon to essential technology that's transforming how dealerships connect with car shoppers and owners.

In this illuminating conversation, Cox Automotive executives Jade Teraberry and Susan Blue demystify CDPs and reveal why they've become so critical for dealership success. They explain that while many vendors are now selling standalone CDP solutions requiring significant investment, Cox Automotive has taken a different approach – embedding comprehensive CDP capabilities directly into the tools dealers already use daily. This native integration allows dealerships to activate real-time consumer insights without adding new systems, training, or complexity to their operations.

What makes Cox Automotive's CDP approach particularly powerful is the unparalleled data foundation beneath it. With 5.1 trillion vehicle insights annually and nearly 3 billion consumer insights, the system creates unified customer profiles enriched with granular shopping behavior. Their "human in the loop" approach combines AI automation with the human touch, ensuring every customer communication is personalized and relevant. As Jade notes, "You don't waste a penny speaking to a consumer with a message that isn't relevant to where they are in the process right now."

For dealers navigating the complex world of customer data management, the experts offer clear guidance: partner with companies that have the most comprehensive data resources, and ensure insights can be activated in real-time through existing workflows. The future belongs to dealerships that can deliver truly personalized experiences while making every marketing dollar work harder. Ready to transform how you connect with today's digital-first car shoppers?

The automotive retail landscape is undergoing a profound transformation, with dealerships facing a sobering 30% decline in profitability compared to 2022 highs. Market volatility, rising floor plan expenses, and increasing advertising costs are squeezing margins like never before. But amidst these challenges, forward-thinking dealers are discovering pathways to sustainable success.

In this eye-opening conversation with Brendan Reardon, Associate Vice President of Sales at Cox Automotive, we unpack the strategies that top-performing dealerships are implementing to thrive despite market headwinds. The secret lies in the powerful combination of data intelligence and customer-centric selling approaches that fundamentally transform the car buying journey.

Today's car buyers aren't just seeking vehicles – they're demanding experiences. They want to buy cars rather than be sold them, through processes that are transparent, collaborative, and respectful of their time and intelligence. This shift requires dealerships to leverage sophisticated data tools that identify the most promising leads before they even reach out, and then respond with hyper-personalized communications that acknowledge the wealth of information customers now share about themselves and their preferences.

The results speak volumes: dealerships utilizing AI-powered solutions like Deal Central are experiencing double the close rates, 15% higher back-end profit, and hundreds more in profitability per deal. These impressive metrics stem from creating experiences where shoppers encounter consistent information across all touchpoints, collaborate side-by-side with sales professionals, and ultimately leave feeling confident in their purchase decision. When executed properly, this approach creates a virtuous cycle of satisfied customers who are 4.5 times more likely to share their positive experiences on social media and 3 times more likely to return for future purchases. Ready to transform your dealership's approach to meet the evolved expectations of today's car buyers? This episode provides your roadmap.