1

BUILDING A SUCCESSFUL DEALER EXPERIENCE FOR

THE 21ST CENTURY

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How can we use

research better to

improve dealer

experiences?

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“The essential difference between emotion and

reason is that emotion leads to action and

reason leads to conclusions”

- Donald Calne, Neurologist

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Dealers

Manufacturers

Customers

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1. Make the most of the data

you have

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2. Explore and measure the

Hard and Soft

3. Define and distil the cultural

context you’re operating in

4. Consider how to involve and

integrate dealers in research