Car Dealership Guy Podcast
Why Most Dealers Fail at Lead Follow-Up—And How Tech Closes the Gap | Industry Spotlight
Apr 24, 2025
Yuriy Demidko, CIO at Fox Motor Group, and Matthew Muilenburg, CPO at Impel, dive into the challenges dealerships face with internet leads and the crucial role of AI in customer engagement. They discuss how slow response times can hurt sales and the importance of timely follow-ups. The duo highlights generative AI's potential to personalize customer interactions and improve lead management. They also emphasize the need for clean data and how technology can transform the customer experience, making it feel more like a concierge service.
45:23
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Quick takeaways
- Car dealerships often mismanage internet leads due to an overwhelming focus on in-person customers, leading to significant sales losses.
- Generative AI offers personalized engagement that can enhance customer interactions and convert leads more effectively than traditional methods.
Deep dives
Fumbling Customer Contacts
One in every five contacts made to car dealerships is mishandled, particularly internet leads which often receive less attention than in-person customer interactions. Sales staff tend to prioritize customers physically present in the dealership while neglecting digital inquiries, leading to missed opportunities. This issue is exacerbated in busy dealerships, where staff are overwhelmed with foot traffic and may overlook internet leads altogether. Addressing this problem requires a shift in focus, ensuring that every digital lead receives the same level of care and engagement as those who enter the store.
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