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Robert Brooks, senior fixed operations product manager at Ally Financial, is helping lead the charge to help dealers retain customers and keep them coming back for service and repairs. He sees several prevailing challenges that hinder customer retention in dealership services. In 2021, service work at franchise dealers was at 35%.
Leveraging the Most Important Conversation Over the years we have seen significant developments in automotive customer satisfaction, driven by technological advancements, changing consumer expectations and shifts in business strategies. In fact, in 2021, 13% of automotive transactions were handled via ecommerce 2.
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