Hotel chains across the country have long had problems with customer loyalty due to an  inconsistent customer experience. In researching the problem it was found that the prime reason for the disparity in customer experience was due to the growth of each major brand. Hotel chains were acquiring new properties and, in many cases, simply slapping their corporate branding on…

There was a fascinating article in Automotive News which discussed a new trend that many dealers are adopting: placing their service departments at the front of their dealerships.

In the article, it showcased Bill Underriner of…

I always feel very fortunate to participate in the Digital Dealer Conferences. Helping dealers and their management staff gain new insights and techniques to increase revenue is something that’s very rewarding.

On Tuesday, I was happy to be one of the first speakers at the three day conference.   I presented to a full room on the strategies service management can use to transform their service drive into a sales drive. I spoke about using mobile technology and taking a new…