When looking at the future of the auto industry, specifically retail, it’s easy to get caught up in the “shiny objects” and focus on all the cool technology such as autonomous cars, ride-sharing, virtual reality sales, and all of the “disruptors” that are entering the space.



This can serve as a bit of a distraction and, as a result, many tend to stop thinking…

I was on a trip to New York and met up with a friend of mine (full disclosure: also a happy customer) Richard Hesse, the Dealer Principal at Mercedes-Benz of Nanuet. He has a simple mantra: “It's not business; it’s personal” -- and he means it.  I borrowed a car…

The famous Albert Mehrabian developed a communication model in which he demonstrated that only 7% of what we communicate consists of the literal content of the message. The use of one’s voice, such as tone, intonation, and volume, makes up 38% of the message and as much as 55% of communication consists of non-verbal factors such as body language.

I’m sure you can…

Not too long ago your service department could rely on seeing customers fairly frequently, but as vehicles have increased in quality, so have the OEM’s suggested service intervals – some are now as much as 15,000 miles between oil changes.

To put this into perspective, in the past, if a customer drove 15,000 miles annually they would visit the dealership on…

Between endless meetings, work-related tasks and familial responsibilities it probably seems as if you’re continuously pulled in different directions. Our society has devolved into a place where we often fail to stop and notice important things, simply because we’re so busy satisfying the needs and wants from those we love, or to those whom we have to…

Partnership enhances customer interaction with auto dealer

service customers, boosting sales and retention

LONG BEACH, Calif., and ATLANTA, GA -- November 22, 2016 -- myKaarma, the cloud based conversational commerce software that’s revolutionizing the auto service industry and MDL autoMation (MDL…

An Insight into Human-Centric Design

One click ordering. Buy it now. Same day delivery. Dash buttons where all you have to do is press a button and the item is shipped. You can even place orders through Amazon’s Alexa with a voice command.

Businesses like Amazon have grown into hugely popular industry giants…

How many times per day do you decline to answer your phone because you don’t know who is calling? How many pieces of mail do you throw away unopened on a daily basis? Are all the promotional mail pieces going straight into the trash can once a week?

Well, do you think your customers act any differently?

Sure, you get some bites on the line…

CRM as we know it is dead. Its sole purpose was to replace index cards and rolodexes with a more organized digital solution – one which helped salespeople more efficiently follow-up, track and manage conversations. However, in most cases, the ultimate beneficiary is the user, not the customer.

In terms of communication, today’s world is filled with noise. So…