Car buyer satisfaction has reached record highs as dealerships focus on every segment of the consumer journey, embracing AI and personalization to meet customer expectations. Four key factors driving this improvement include better-informed consumers, transparent communication, knowledgeable staff acting as partners rather than adversaries, and customers feeling more in control of their purchasing experience.
• Dealers must evolve to match innovation pace across all retail experiences, not just automotive
• Consumer expectations are shaped by seamless experiences with companies like Amazon and Target
• Cox Automotive partnered with Kenan Thompson on a campaign showing car shopping can be enjoyable
• Trade-in process remains emotionally charged, with 25% of shoppers dropping out during this stage
• Transparent tools like Kelley Blue Book Instant Cash Offer help explain vehicle valuations
• F&I experience is improving through consumer-centric solutions and collaborative conversations
• AI and automation reduce friction points while giving consumers control over the digital experience
• Reducing idle time through proactive communication builds trust with shoppers
• Contrary to dealer fears, giving consumers more control actually increases profitability
• The win-win approach creates lifetime customers while maintaining healthy margins
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.
