We’re coming off of a few great years, so you might not feel it yet, but vehicle sales are trending downward and profit margins already have begun to compress. It’s just the cyclical nature of the automotive industry. Something I’m sure you’ve felt, however, is the not-so-subtle shift in customer expectations. Every day it seems dealers are expected to do more for their customers, and with less money. In fact, 60% of customers expect more from you now than they did just a year ago.

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