The industry is jumping to too many conclusions about what and how I will buy my vehicle Yes, I’m a millennial: I use my mother’s Netflix account and my father’s Amazon Prime and the only SaaS...

US car and light truck sales are expected to drop back to around 16.8 million units in 2019, after four consecutive years over the 17 million mark, according to Patrick Manzi, senior economist with...

In a recent television documentary on the commissioning of the Royal Navy’s aircraft carrier, HMS Queen Elizabeth, the Captain said that without his crew this was just a metal box – it takes...

We were invited to work with a franchised dealership of one of our clients where the aftersales department was not performing on a number of fronts: profit, customer satisfaction and all of their KPIs...

Aftersales is often looked on as the poor relation of the automotive industry. Unlike the sales departments where bright, sleek, new or pre-owned models are being dangled in front of the eager public,...

Fully autonomous driving technology is not yet popular among a broad audience, although there are some technologies that consumers would be willing to pay for in their next new vehicle purchase....

The old adage ‘the customer is always right’ has never been truer. Customers have become accustomed to the convenience and empowerment of online shopping and they have come to expect their time...

Born between 1990 and 2000, the Millennial generation – also known as Generation Y – is smarter, happy to share information and is shaped by technology. Millennials are shaking traditional consumer...

Retailers need to listen to their younger employees if they want to better retain staff and understand customers in the future. That was the core message from the recent ‘Preparing your people for...

US auto retail managers, many of whom built their businesses from scratch, are struggling to get to grips with a new generation of employees who don’t want to work the traditional 60 hours a...

Okay, whoever said that millennials weren’t interested in cars was lying. Maybe that’s a slight exaggeration, but all the scare stories in recent times predicting empty showrooms but a booming trade...

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It should come as no surprise that millennial-era buyers are more tech-savvy than most. However, as outlined in our news story here it’s even surprise to me that young prospective car buyers...