The One KPI That Predicts Lost-Customer Recovery Script Success
What If Your Best Customers Are Hiding in Plain Sight? Most dealerships run lost-customer recovery campaigns the same way they run everything else: with hope a...
The One KPI That Predicts Customer Portal Success for Service Retention
The first customer portal launched at a Cadillac dealership in 2008, and it was basically a glorified waiting room monitor that showed your car on a lift. Usefu...
The Metric Everyone Gets Wrong
Back in 2008, when the first iPhone app stores launched, dealerships had no idea which metrics actually mattered. Download counts? Daily active users? Time spen...
The One KPI That Predicts Anniversary Outreach Success—And Why Most Dealers Ignore It
Seventy-three percent of dealerships have a customer anniversary program on the books, but fewer than 19% actually execute it consistently enough to move the ne...
The One KPI That Predicts Text-Based Service Check-In Success
Most dealerships running text-based service check-ins are getting mediocre results because they're tracking the wrong metric. You're probably measuring response...
The One KPI That Predicts Referral Bonus Success at Scale
According to recent industry data, dealerships that track employee retention rates as a primary KPI see referral hiring rates that are 3.2 times higher than tho...
The One KPI That Predicts Succession Success for Family Dealerships
How many family dealerships fail after the founder retires? The real answer might surprise you. It's not usually because the next generation lacks talent or be...
The One KPI That Predicts 20-Group Success (And Why Most Dealers Miss It)
Back in the 1980s, when 20-groups first started forming in Texas, the dealers who stuck around and thrived weren't the ones with the flashiest showrooms or the ...
The One KPI That Predicts Dealership Acquisition Success
The dealership industry loves to obsess over gross profit per vehicle, days to sale, and CSI scores. These metrics matter, obviously. But if you're evaluating w...
The One KPI That Predicts Dealership Expansion Site Selection Success
Most dealer principals and GMs pick their next location the same way ranchers pick land for a new pasture: gut feeling, real estate agent relationships, and dem...
The One KPI That Predicts Dealer Group Executive Success: Employee Retention
In 1997, Costco's then-CEO Jim Sinegal made a counterintuitive call: he raised employee wages and benefits while competitors were cutting labor costs to the bon...
The One KPI That Predicts Dealership Open-Book Management Success
Sixty-three percent of dealerships that fail to hit their annual targets cite poor visibility into what their teams are actually doing as the root cause. Not ba...