{"version":"1.0.0","episode":{"title":"The Future of Service – How Reviews & Mobile Options Are Reshaping Dealer Success | Kim Saylor, Senior Director of Product Marketing at CDK Global","url":"http://getcarcurious.com/episodes/the-future-of-service-how-reviews-mobile-options-are-reshaping-dealer-success-kim-saylor-senior-director-of-product-marketing-at-cdk-global","audioUrl":"https://chrt.fm/track/C6AG88/traffic.megaphone.fm/CREUR7234210195.mp3","description":"Today I’m joined by Kim Saylor, Senior Director of Product Marketing at CDK Global. \n\nWe break down why younger customers choose service providers based on online reviews, how AI is reducing wait times in service, and why mobile service is becoming a premium convenience buyers will pay for. \n\nKim also explains how recalls create real service opportunities and how dealers can better educate customers. This conversation is full of actionable strategies for adapting to Gen Z expectations.\n\n\n\nThis episode is brought to you by:\n\n\n1. OPENLANE - The world’s best online dealer marketplace for used cars, bringing you exclusive inventory, simple transactions, and better outcomes. Learn more @ http://openlane.com/cdg \n\n\n\n2.  vAuto - As the industry’s premier provider of end-to-end inventory management solutions, vAuto gives every dealer—from a single point store to the largest groups—the data, insights and tools they need to maximize returns from the new and used vehicle inventory investments. Known for its game-changing inventory management innovations, vAuto provides AI-powered predictive data science to help dealers see their future and consistently make the right, ROI-minded decisions with every vehicle they appraise, acquire, price and retail. Visit @ https://www.vauto.com for more details.⁠⁠⁠⁠\n\n\n\n3. CDK Global - Dealers—big news. CDK just leveled up their CRM in a massive way. We’re talking next-gen AI baked right into your daily workflow: Automatically following up with internet leads, surfacing buyer insights, and giving you instant AI-generated summaries of every customer interaction—no more digging through notes. And CRM Video is here. Record, send, and track personalized videos to customers—all inside the CRM. Check out the AI enhanced CDK CRM: Visit @ https://www2.cdkglobal.com/l/146251/2025-11-24/3fy2v4\n\n\n\nCheck out Car Dealership Guy’s stuff:\n\n\n\nFor dealers:\n\nCDG Circles ➤ https://cdgcircles.com/\n\nIndustry job board ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠http://jobs.dealershipguy.com⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠\n\nDealership recruiting ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠http://www.cdgrecruiting.com⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠\n\nFix your dealership’s social media ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠http://www.trynomad.co⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠\n\nRequest to be a podcast guest ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠http://www.cdgguest.com⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠\n\n\n\nFor industry vendors:\n\nAdvertise with Car Dealership Guy ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠http://www.cdgpartner.com⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠\n\nIndustry job board ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠http://jobs.dealershipguy.com⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠\n\nRequest to be a podcast guest ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠http://www.cdgguest.com⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠\n\n\n\nTopics:\n\n00:49 The Importance of Fixed Operations\n\n02:37 Service Shopper Study Insights\n\n03:53 Gen Z Loyalty and Communication Preferences\n\n06:48 Mobile Service Trends and Dealer Recommendations\n\n15:28 The Role of AI in Service Departments\n\n25:14 The Impact of Recalls on Dealerships\n\n29:46 Conclusion and Final Thoughts\n\n\n\nCar Dealership Guy Socials:\n\nX ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠x.com/GuyDealership⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠\n\nInstagram ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠instagram.com/cardealershipguy/⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠\n\nTikTok ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠tiktok.com/@guydealership⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠\n\nLinkedIn ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠linkedin.com/company/cardealershipguy⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠\n\nThreads ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠threads.net/@cardealershipguy⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠\n\nFacebook ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠facebook.com/profile.php?id=100077402857683⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠\n\nEverything else ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠dealershipguy.com⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠"},"annotations":[{"startTime":533.2,"endTime":535.5,"type":"concept","title":"mobile service","url":"/glossary/mobile-service","quote":"So when sales drop and the pipeline coming into the dealership, into the service department gets lower, right? The mobile service really allows them to expand that pipeline again...","canonicalId":"concept:mobile-service","priority":0.5,"confidence":0.9,"source":"hybrid-fuzzy+gpt-4o-mini","data":{"explanation":"Mobile service refers to the ability of a dealership to provide vehicle maintenance and repair services at a location convenient for the customer, rather than requiring them to visit the dealership. This can help increase customer satisfaction and retention by making service more accessible.","simplifiedExplanation":"Mobile service means that car dealerships can come to you to fix or maintain your car instead of you having to drive to them. It's a convenient way to get your car serviced."}},{"startTime":548.6,"endTime":550.3,"type":"concept","title":"fleet customers","url":"/glossary/fleet-customers","quote":"...whether it's fleet customers or I look at my mom and dad, you know...","canonicalId":"concept:fleet-customers","priority":0.5,"confidence":0.8,"source":"hybrid-fuzzy+gpt-4o-mini","data":{"explanation":"Fleet customers are businesses or organizations that purchase or lease multiple vehicles for their operations. Dealerships often cater to these customers with special services and pricing due to the volume of vehicles they manage.","simplifiedExplanation":"Fleet customers are companies that buy many cars at once for their business needs, like delivery services or taxis. Dealerships often work closely with these customers to provide special deals and services."}},{"startTime":554.7,"endTime":557.6,"type":"brand","title":"Toyota","url":"/glossary/toyota","quote":"You know, they drove to a Toyota store on the north side of Cincinnati to buy their car.","canonicalId":"brand:toyota","priority":0.9,"confidence":0.9,"source":"hybrid-fuzzy+gpt-4o-mini","data":{"explanation":"Toyota is a well-known automotive manufacturer based in Japan, recognized for producing reliable and fuel-efficient vehicles.","simplifiedExplanation":"Toyota is a car company from Japan that makes many popular cars, known for being dependable and good on gas."}},{"startTime":590.0,"endTime":591.4,"type":"brand","title":"Mercedes-Benz","url":"/glossary/mercedes-benz-2da6bee1-2c59-4e63-8ca8-f0d3c6600182","quote":"...Four is one I think of. There are some others, Mercedes-Benz and whatnot.","canonicalId":"brand:mercedes-benz-2da6bee1-2c59-4e63-8ca8-f0d3c6600182","priority":0.5,"confidence":0.9,"source":"hybrid-fuzzy+gpt-4o-mini","data":{"explanation":"Mercedes-Benz is a German automotive brand known for luxury vehicles, buses, and trucks. The brand is recognized for its engineering excellence and innovative technology.","simplifiedExplanation":"Mercedes-Benz is a well-known car brand that makes luxury cars and trucks. They are famous for their quality and advanced technology."}},{"startTime":1653.9,"endTime":1654.9,"type":"brand","title":"Honda","url":"/glossary/honda","quote":"...or even to it in Honda that have significant recalls. And your data's interesting...","canonicalId":"brand:honda","priority":0.9,"confidence":0.9,"source":"hybrid-fuzzy+gpt-4o-mini","data":{"explanation":"Honda is a well-known Japanese automotive manufacturer recognized for its reliable and fuel-efficient vehicles.","simplifiedExplanation":"Honda is a car company from Japan that makes popular cars like the Civic and Accord."}},{"startTime":1660.3,"endTime":1665.3,"type":"term","title":"additional services","url":"/glossary/additional-services","quote":"...40% of customers who complete a recall work bought additional services. What do you make of this stat?","canonicalId":"term:additional-services","priority":0.5,"confidence":0.8,"source":"hybrid-fuzzy+gpt-4o-mini","data":{"explanation":"Additional services refer to extra maintenance or repair work that customers may choose to have done while their vehicle is in the shop for a recall or other service.","simplifiedExplanation":"Additional services are extra things you can get done to your car, like oil changes or tire rotations, when you take it to the dealership."}},{"startTime":1667.5,"endTime":1672.8,"type":"term","title":"recall","url":"/glossary/recall","quote":"...in general recalls are a big opportunity for dealers, right? To get the customers coming into the dealership...","canonicalId":"term:recall","priority":0.5,"confidence":0.9,"source":"hybrid-fuzzy+gpt-4o-mini","data":{"explanation":"A recall is a request to return a vehicle to the manufacturer for repair due to safety or compliance issues. It represents a significant concern for manufacturers and can impact customer trust.","simplifiedExplanation":"A recall happens when a car company asks owners to bring their cars back to fix a problem that could be dangerous or illegal."}}],"speakers":[{"id":"s1","name":"Car Dealership Guy","role":"host"}],"transcripts":[{"url":"http://getcarcurious.com/episodes/the-future-of-service-how-reviews-mobile-options-are-reshaping-dealer-success-kim-saylor-senior-director-of-product-marketing-at-cdk-global/transcript.vtt","type":"text/vtt"}]}