Auto Collabs
Collaboration through connection.
Hosted by Paul J Daly, Kyle Mountsier, and Michael Cirillo, Auto Collabs is your connect point to the human side of the retail automotive industry: what motivates its leaders, how they navigate change, and what keeps them pushing forward. It’s beyond-the-business-card conversations with real people powering dealerships, technology platforms, and everything in between.
From the team behind the More Than Cars movement, this podcast is built on one big belief: thriving people create thriving businesses. With candid conversations, industry insight, and just enough unfiltered banter to keep things interesting, Auto Collabs delivers authentic stories that inspire real collaboration.
// Auto Collabs is produced by Automotive State of the Union (ASOTU). Learn more at https://www.asotu.com
Auto Collabs
The New Rules of Service Customers Expect Today | NY Auto Forum
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At the NY Auto Forum, Stewart Stropp, VP of Customer Success at J.D. Power, breaks down how service is becoming one of the most critical drivers of customer retention and long-term profitability for dealers. As consumer expectations evolve, transparency, convenience, and communication are no longer differentiators—they’re becoming baseline requirements.
This conversation goes beyond surface-level service tactics to highlight what the latest data is actually showing. From the growing demand for photo and video updates to the rise of mobile service expectations shaped by Tesla and Rivian, the gap between what customers want and what dealers deliver is still significant. That gap represents both a risk—and a major opportunity.
Stropp makes a clear case: service is no longer just operational—it’s strategic. With one in four customers servicing outside their selling dealer and retention increasing significantly after just a few visits, the service lane has become a powerful lever for growth. This is a data-driven look at how dealers can turn service into a competitive advantage in a rapidly changing market.
Connect with Stewart Stropp at https://www.linkedin.com/in/stewartstropp/
Our coverage of the NY Auto Forum is brought to you Force Marketing. Learn more at https://www.forcemarketing.com/
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