Instead of the original money-back guarantee, the program now offers a “3-day worry-free exchange,” meaning participating dealers will swap out a vehicle, not refund the purchase.

In the age of big data, it’s still quality over quantity, says Mark Ortiz, an American Honda marketing manager.

More dealers embrace or at least warm up to digital retailing, but holdouts remain.

During the first half of the year, 45% of vehicles were sold to a digital buyer on Manheim.com, OEM-specific Private Stores, OVE or Simulcast.

Five elements of today’s automotive customer’s journey: awareness, consideration, intent, decision and finally purchase. It all can take a while.

“We were ahead in our thinking,” Lindsay Duffield says of bringing payment calculators and credit applications to BMW dealership websites.

Clicks don’t buy cars. Website visits don’t buy cars. People buy cars.

In a Q&A with WardsAuto, Bill Wittenmyer of ELEAD1ONE discusses how far he thinks online car buying will go; talks about the irony of customers supposedly disdaining price negotiating; and polishes his crystal ball for a few predictions on car...

“We launched the Auto CX Analytics & AI Summit based on feedback from delegates at the Automotive CX Summit,” says Jon Munzel, founder and president of the Thought Leadership Summits.