It’s no secret; the auto business is in the throes of great change. However, change is not the enemy. In fact, everything old is new again. Dealers who understand that it’s all about the customer experience (CX)—treating people how they want to be treated—have always...
Are you familiar with the Anna Karenina Principle? This theory was first mentioned in a book of the same title by author, Leo Tolstoy in 1877. The first sentence of the book reads, “Happy families are all alike; every unhappy family is different in its own way.” How...
