{"version":"1.0.0","episode":{"title":"The Hidden Leak in Service: How Data is Exposing The Customer Retention Crisis and How to Fix it","url":"http://getcarcurious.com/episodes/the-hidden-leak-in-service-how-data-is-exposing-the-customer-retention-crisis-and-how-to-fix-it","audioUrl":"https://chrt.fm/track/C6AG88/traffic.megaphone.fm/CREUR7882768799.mp3","description":"Welcome to Industry Spotlight—a focused series hosted by Sam D’Arc, highlighting standout dealerships and innovative companies, and exploring the trends driving success in today’s automotive market.\n\nToday, Sam sits down with Kevin Frye, Marketing Director Jeff Wyler Automotive Family, and Paul Nadjarian, Chief Product Officer at CARFAX.\n\n\n\nThis episode of the Car Dealership Guy Podcast is brought to you by CARFAX.\n\n\n\nCARFAX -  Here's a reality check: CARFAX data shows that 55% of car\nbuyers won't return to the same dealership for service in year one. That’s lost\nrevenue walking out your door.  But Carfax Lifetime Dealers don’t stop\nafter the sale. They partner with CARFAX to deliver co-branded, VIN-specific\nservice reminders that drive customers back to their service lane. The\nCARFAX Lifetime program: Give customers the insight they want, earn the loyalty you need. Contact your CARFAX representative today. Learn more at carfax.com/CDG.\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\n01:27 Why is service retention so critical?\n\n02:34 Biggest customer communication challenge today?\n\n03:10 OEM vs. dealer loyalty: who wins?\n\n05:41 How is Carfax for Life game-changing?\n\n07:52 Using data to boost retention how?\n\n10:42 Future of customer engagement in service?\n\n18:28 Most actionable insight for dealers now?\n\n27:20 AI and data hygiene's role?\n\n35:09 Final advice for improving retention?\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":209.0,"endTime":211.3,"type":"term","title":"OEM","url":"/glossary/oem","quote":"I think there's a natural tension between the OEM, the manufacturer, the people that build the cars, and the dealer group about who needs to maintain that connection.","canonicalId":"term:oem","priority":0.5,"confidence":0.9,"source":"hybrid-fuzzy+gpt-4o-mini","data":{"explanation":"OEM stands for Original Equipment Manufacturer, which refers to the company that originally manufactured the parts or vehicles. In the automotive context, it typically means the car manufacturer itself.","simplifiedExplanation":"OEM means the original company that made the car or its parts. It's important because it indicates the source of quality and compatibility for repairs or replacements."}},{"startTime":366.6,"endTime":369.6,"type":"concept","title":"Carfax for Life program","url":"/glossary/carfax-for-life-program","quote":"is they came up with the Carfax for Life program where you can download an app on your specific vehicle to your phone. And what that helps to do, which we've been poor at is establish ongoing communication with the customer via push notifications.","canonicalId":"concept:carfax-for-life-program","priority":0.5,"confidence":0.9,"source":"hybrid-fuzzy+gpt-4o-mini","data":{"explanation":"The Carfax for Life program is a service that allows vehicle owners to access their vehicle's history and maintenance records through an app. This program aims to enhance communication between the service provider and the customer, ensuring that owners are informed about necessary maintenance and service reminders.","simplifiedExplanation":"Carfax for Life is a program that helps you keep track of your car's history and maintenance needs using an app. It sends you reminders for things like oil changes, so you know when to take your car in for service."}},{"startTime":387.3,"endTime":391.08,"type":"term","title":"oil change","url":"/glossary/oil-change","quote":"whether it could be an oil change, a maintenance aid,","canonicalId":"term:oil-change","priority":0.5,"confidence":0.9,"source":"hybrid-fuzzy+gpt-4o-mini","data":{"explanation":"An oil change is a routine maintenance procedure where the old engine oil is removed and replaced with new oil. This is essential for keeping the engine lubricated and functioning properly, preventing wear and tear over time.","simplifiedExplanation":"An oil change is when the old oil in your car's engine is replaced with new oil. This helps keep the engine running smoothly and prevents damage."}},{"startTime":813.4,"endTime":816.0,"type":"car","title":"Fiat 500S","url":"/cars/fiat/500","image":"https://upload.wikimedia.org/wikipedia/commons/e/ee/0_Fiat_500_-_Rome.JPG","quote":"...ide agency that's been doing this for the Fortune 500s. Cause honestly, it's something new thing for aut...","canonicalId":"car:fiat:500","priority":0.5,"source":"hybrid-fuzzy+gpt-4o-mini","data":{"explanation":"The Fiat 500 is a compact city car that has gained popularity for its retro styling and efficient use of space. Originally launched in the 1950s, the modern version was reintroduced in 2007 and has become a symbol of urban mobility and Italian design. Its significance in discussions often revolves around its unique character and appeal in the small car market.","simplifiedExplanation":"The Fiat 500 is a small car that's great for driving in cities because it's easy to park and maneuver. It has a cute, vintage look and is known for being fuel-efficient, making it a popular choice for people who want a stylish and practical vehicle. It's often talked about because of its fun design and how it stands out from other cars.","imageAttribution":"Jean-Pol GRANDMONT (CC BY-SA 3.0)"}},{"startTime":1250.04,"endTime":1252.6,"type":"car","title":"Toyota Camry","url":"/cars/toyota/camry","image":"https://upload.wikimedia.org/wikipedia/commons/b/bc/%28USA-Massachusetts%29_Private_Toyota_Camry_NJ-Z22UKZ_rear_2024-06-06.jpg","quote":"...if I know that you own a specific Toyota Camry that it's almost clockwork between 70 and 75,000 miles...","canonicalId":"car:toyota:camry","priority":0.5,"source":"hybrid-fuzzy+gpt-4o-mini","data":{"explanation":"The Toyota Camry is a popular midsize sedan known for its reliability and comfort. It's often used as a benchmark in its class for performance and value.","simplifiedExplanation":"The Toyota Camry is a well-known car that many people drive. It's known for being dependable and comfortable for everyday use.","imageAttribution":"S5A-0043 (CC BY 2.0)"}},{"startTime":1629.32,"endTime":1631.4,"type":"car","title":"Mazda Cx9","url":"/cars/mazda/cx-9","image":"https://upload.wikimedia.org/wikipedia/commons/6/69/2016_Mazda_CX-9_%28TC_MY16%29_Azami_2WD_wagon_%282017-01-30%29.jpg","quote":"...they've always bought the Mazda CX-9,...","canonicalId":"car:mazda:cx-9","priority":0.5,"source":"hybrid-fuzzy+gpt-4o-mini","data":{"explanation":"The Mazda CX-9 is a mid-size crossover SUV that offers three rows of seating and is known for its stylish design and family-friendly features.","simplifiedExplanation":"The Mazda CX-9 is a family SUV with space for several passengers. It's designed for comfort and style, making it a popular choice for families.","imageAttribution":"EurovisionNim (CC BY-SA 4.0)"}},{"startTime":1879.6,"endTime":1880.0,"type":"brand","title":"Chevrolet","url":"/glossary/chevrolet","quote":"...who is the best Chevrolet dealer near me,...","canonicalId":"brand:chevrolet","priority":0.5,"confidence":0.9,"source":"hybrid-fuzzy+gpt-4o-mini","data":{"explanation":"Chevrolet, commonly referred to as Chevy, is an American automobile brand known for producing a wide range of vehicles, including cars, trucks, and SUVs.","simplifiedExplanation":"Chevrolet is a car brand from the United States that makes many types of vehicles, like cars and trucks."}},{"startTime":1895.1,"endTime":1895.5,"type":"brand","title":"Chevy","url":"/glossary/chevy","quote":"...who the best Chevy dealer is...","canonicalId":"brand:chevy","priority":0.5,"confidence":0.9,"source":"hybrid-fuzzy+gpt-4o-mini","data":{"explanation":"Chevy is a popular nickname for Chevrolet, often used in casual conversation to refer to the brand and its vehicles.","simplifiedExplanation":"Chevy is just a shorter way to say Chevrolet, which is a car brand."}},{"startTime":2083.2,"endTime":2086.2,"type":"term","title":"recall","url":"/glossary/recall","quote":"...that was a car fax as to recall. Oh, interesting, really.","canonicalId":"term:recall","priority":0.5,"confidence":0.9,"source":"hybrid-fuzzy+gpt-4o-mini","data":{"explanation":"A recall is a request by a manufacturer to return a vehicle to the dealership for repairs due to safety issues or defects. It's important for buyers to check if a car has any outstanding recalls before purchasing.","simplifiedExplanation":"A recall happens when a car company finds a problem with their cars that could be dangerous. They ask owners to bring their cars in for free repairs."}}],"speakers":[{"id":"s1","name":"Car Dealership Guy","role":"host"}],"transcripts":[{"url":"http://getcarcurious.com/episodes/the-hidden-leak-in-service-how-data-is-exposing-the-customer-retention-crisis-and-how-to-fix-it/transcript.vtt","type":"text/vtt"}]}