Start by listening

For years, our industry has done a remarkable job of collecting customer feedback. Surveys, call centre logs, online reviews, open-text comment fields — the data has piled up at both the OEM and retail levels. In many respects, that’s a …

Dealers weighing whether to represent a Chinese OEM were urged to look beyond product, pricing and contracts during a business session in Gatineau, Que. featuring a gathering of CADA Laureate award winners. Niel Hiscox, CEO of Clarify Group, and publisher …

I’ve spent almost three decades in the automobile industry. And I’ve never been to the country that has the largest automotive industry on earth, at least in terms of manufacturing. Time for that to change. By the time you read …

There are two things I want to touch on. Both deserve much deeper discussion. For now, I want to get them off my chest. The 150,000 problem A lot of space is being given to the idea of bringing new …

The more time I spend around automotive retailers, the more convinced I become that they operate one of the most unusual business models in the economy. Most businesses control the products they sell. They determine what those products look like, …

There’s something unmistakable happening on the auto show circuit this year—and it’s hard to ignore when you’re standing in the middle of it. From Montreal in January to Toronto in February, Vancouver in March and now New York in April, …