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Matt Carpenter is the CEO of Dealerware.
Key Takeaways:
Dealerware focuses on solving time and cost inefficiencies related to courtesy vehicles in the service department.The service side of the automotive industry often receives less attention compared to the sales side, despite its importance in building customer relationships.Winning in the market requires prioritizing customer experience over price competition.Dealerware's solutions aim to replace outdated processes and improve the service experience through mobile contracts and streamlined operations.There is an opportunity for dealerships to leverage their distribution network and enter the local car rental market, offering better mobility solutions.The future vision includes providing a range of mobility options, from daily rentals to monthly subscriptions, within the dealership's product stack.During Automotive Retail USA 2023 in Las Vegas, Paul J Daly and Kyle Mountsier interviewed dealers, OEM representatives, industry partners and more, looking to make the most innovative voices in retail automotive louder.
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Dayna Kleve is the Director of Diversity, Engagement and Foundation, Walser Automative Group
Key Takeaways:
Dayna Kleve oversees the diversity, engagement, and foundation efforts at Walser, which includes corporate communications, community engagement, and employee resource groups (ERGs).Walser started its diversity work in 2018 by focusing on the customer perspective and realizing the importance of diversity and inclusion in serving their diverse customer base.Walser formed employee resource groups, such as Women of Walser and Drive with Pride, to support and empower specific communities within the organization.The ERGs at Walser are employee-led, employee-driven, and fully funded, with a collective budget of $85,000, not including stipends for the board chairs.Walser's initiatives, such as open PTO, paid family leave, and fertility and adoption assistance, have positively impacted employee retention and engagement.The organization tracks retention closely and emphasizes the importance of metrics to demonstrate the business case for diversity and inclusion initiatives.Walser aims to continue its progress by exploring additional ERGs, such as a veterans group and a parenting resource group, and focusing on mental health support for employees.During Automotive Retail USA 2023 in Las Vegas, Paul J Daly and Kyle Mountsier interviewed dealers, OEM representatives, industry partners and more, looking to make the most innovative voices in retail automotive louder.
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Chris Garcia is the Head of U.S. Automotive for Anyline.
Key Takeaways:
Anyline is a smart data capture company that aims to digitize the physical world by capturing and processing various types of data.The technology can be used to capture alphanumeric characters and tread depth on tires, among other things.Anyline initially focused on serving business-to-business (B2B) customers but is now seeing a demand for consumer-focused solutions as well.In the automotive industry, applications for the technology include tire tread scanning, damage detection, and providing actionable insights to customers.By leveraging smartphones, Anyline's technology can provide transparency and actionable information to consumers, helping them make informed decisions.The technology can be deployed in various areas, including dealerships for vehicle appraisals and pre-check-ins for service.This is Amplify, the retail automotive podcast by Reuters Events and ASOTU.
During Automotive Retail USA 2023 in Las Vegas, Paul J Daly and Kyle Mountsier interviewed dealers, OEM representatives, industry partners and more, looking to make the most innovative voices in retail automotive louder.
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Hollyanne Peck is the Marketing Director of Karma Automotive.
Key Takeaways:
Karma Automotive is an American ultra-luxury EV brand that has been in operation for about 10 years.The brand focuses on offering an exclusive and personalized customer experience rather than mass appeal.The concept of ultra-luxury encompasses the exclusivity of ownership and the overall customer experience.Hollyanne Peck has a diverse background in the automotive industry, including dealership, OEM, and vendor experience.Karma Automotive has over 35 retail stores globally, where customers can learn about and purchase their vehicles.The brand is working on enhancing the customer journey by offering online ordering services and streamlining the buying process to save customers time.During Automotive Retail USA 2023 in Las Vegas, Paul J Daly and Kyle Mountsier interviewed dealers, OEM representatives, industry partners and more, looking to make the most innovative voices in retail automotive louder.
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Joanna Cooper, General Manager, Daimler Trucks
Key Takeaways:
Daimler Trucks produces Freightliner medium-duty trucks, including box trucks and 18-wheelers.The company collaborates with customers like Penske Truck Leasing and Ryder to provide trucks for various purposes.Daimler Trucks has been focusing on automation, safety features, and autonomous truck development.They are actively working on electrification, with the production of electric Big Rig trucks and medium-duty variants.The transition to electrification requires customer and dealer acceptance and involves long development cycles.Joanna Cooper believes in living a purpose-driven life and finds passion in taking risks, being uncomfortable, and building people who build trucks.This is Amplify, the retail automotive podcast by Reuters Events and ASOTU.
During Automotive Retail USA 2023 in Las Vegas, Paul J Daly and Kyle Mountsier interviewed dealers, OEM representatives, industry partners and more, looking to make the most innovative voices in retail automotive louder.
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Jennifer Kolstad is the Global Design and Brand Director for Ford.
Key Takeaways:
Jennifer Kolstad is responsible for managing the aspects of Ford's brand that are outside of vehicle design.Her role involves overseeing the physical spaces, experiences, and ensuring a seamless and consistent customer experience.Ford's brand includes buildings, dealerships, food and beverage, hotels, and more.She works on projects that focus on the future of retail and aims to reimagine the automotive retail experience.Jennifer emphasizes the importance of creating a sense of refuge and comfort in the showroom experience, moving away from the intimidating and vulnerable atmosphere often associated with car buying.Ford's goal is to provide a human-to-human connection and tangible stimuli that can't be replicated online.The Experience Center is a renovated building that exemplifies Ford's human-centric approach and showcases the new brand identity.The Experience Center features a green, nature-oriented design with ample natural light and a clean, white aesthetic to allow the brand to grow and breathe.During Automotive Retail USA 2023 in Las Vegas, Paul J Daly and Kyle Mountsier interviewed dealers, OEM representatives, industry partners and more, looking to make the most innovative voices in retail automotive louder.
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Bob Welby is the Senior Director of Sales, Marketing, Product and Customer Operations of INFINITI Motor Company Ltd.
Key takeaways:
The luxury automotive industry is facing challenges, such as the increasing demand for EVs and the need to provide a superior customer experience.Luxury brands differentiate themselves through the overall experience they offer, not just the product itself.Infiniti is focusing on enhancing the digital retail experience and ensuring a seamless transition from online to offline interactions with customers.The ownership experience is crucial, and Infiniti is working on initiatives like service valet and including maintenance to provide convenience and reduce friction for customers.Infiniti aims to balance the transition to EVs with the current market demand for traditional vehicles and hybrid models.The brand emphasizes its commitment to technology and design, aiming to offer the best in both ICE engines and EVs.The luxury experience is about knowing and being known, understanding the customers' preferences, and providing personalized offerings and care.During Automotive Retail USA 2023 in Las Vegas, Paul J Daly and Kyle Mountsier interviewed dealers, OEM representatives, industry partners and more, looking to make the most innovative voices in retail automotive louder.
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Dinos Constantine is the COO of Holler-Classic Automotive Group.
Key Takeaways:
Holler Classic Automotive Group has both franchise retail operations and used car superstores as part of their business.The company adopted the one-price selling model about 13 years ago and had to align their pay plans with this philosophy.The one-price model has evolved to be more dynamic in response to changes in the market, supply, and incentives.Holler Classic is working on implementing QR codes across their inventory to keep up with rapidly changing prices and ensure consistency across channels.The company focuses on exceptional customer experiences and has a mission to create loyalty.The one-price model has allowed Holler Classic to recruit employees from other industries, such as the cell phone and hospitality sectors.The company has curtailed hours and closed on Sundays (except the last Sunday of the month) to provide a better work-life balance for employees.Holler Classic aims to be the most admired automotive retailer, considering the perspectives of customers, employees, OEM partners, and shareholders.During Automotive Retail USA 2023 in Las Vegas, Paul J Daly and Kyle Mountsier interviewed dealers, OEM representatives, industry partners and more, looking to make the most innovative voices in retail automotive louder.
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Kirk Preiser is the Director of Retail Buying Operations at Audi of America.
Key Takeaways:
Audi aims to bring more consistency to its brand experience, similar to Apple, but relies on partnerships with franchise dealers rather than opening its own stores.The parallel purchase path allows customers to start their buying experience on Tier 1 (OEM website) or Tier 3 (dealer website), giving them flexibility in their journey.Consistency in the look and feel of Audi's brand across both tiers is crucial, including colors, themes, and images.In digital retailing, ensuring that actions taken on Tier 1 align with Tier 3 is challenging but essential for an omni-channel experience.Price consistency is a critical factor in building trust with customers. Any discrepancies between Tier 1 and Tier 3 can lead to a loss of trust.Technology plays a role in ingesting data from dealerships, including dealer rate markups, pricing, and fees. Keeping prices updated correctly is a priority.Processes need to be established to ensure continuity for customers, so they don't have to start over when transitioning between tiers.Response time is important, but a proper response that takes into account customer information and requirements is more crucial than quick replies.OEMs can support dealerships by helping them build effective processes and sharing best practices to improve their overall performance.During Automotive Retail USA 2023 in Las Vegas, Paul J Daly and Kyle Mountsier interviewed dealers, OEM representatives, industry partners and more, looking to make the most innovative voices in retail automotive louder.
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Aladdin A. Khazravan and Eric Khazravan are the co-founders of Dealer Cards.
Aladdin and Eric Khazravan grew their automotive business from a single Hyundai store to a $75 million company with seven rooftops and 500 employees.They brought world-class marketing to the industry, including launching an infomercial and featuring local celebrities on their TV show.Their experiences made them realize the lack of customer appreciation in the automotive space and led to the creation of Dealer Cards.Dealer Cards is an automated system that sends personalized cards to customers over five years, including birthday cards, car anniversary cards, holiday cards, and customer appreciation cards.The goal of Dealer Cards is to make customers feel valued, appreciated, and remembered, creating long-term loyalty and turning them into raving fans.Aladdin and Eric emphasize the importance of appreciation marketing, letting customers know that they care, and building lasting relationships.During Automotive Retail USA 2023 in Las Vegas, Paul J Daly and Kyle Mountsier interviewed dealers, OEM representatives, industry partners and more, looking to make the most innovative voices in retail automotive louder.
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Brandiss Drummer is Vice President of NCM.
Key Takeaways:
NCM is involved in various aspects of the automotive industry, including founding the 20 group concepts, training, consulting, software solutions, and working with OEMs.The leading focus at NCM is training, emphasizing not only back-to-basics knowledge but also cultivating a thinking mindset to adapt to the evolving market.Innovation labs are utilized to encourage critical thinking and collaboration among industry professionals to find solutions to industry challenges.The example of overnight servicing is discussed as a problem that requires innovative thinking and a fresh approach.NCM focuses on attracting and retaining talent in the automotive industry by improving the industry's brand perception and exploring strategies for talent management.During Automotive Retail USA 2023 in Las Vegas, Paul J Daly and Kyle Mountsier interviewed dealers, OEM representatives, industry partners and more, looking to make the most innovative voices in retail automotive louder.
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Zarif Haque, Founder/CEO of DRAIVER, and Federico Ranero, COO of Kavak
Key Takeaways:
Draiver is a platform that focuses on moving vehicles quickly and efficiently.Kavak is the largest used car market platform in developing markets.In developing markets, access to vehicles is a significant challenge, and solving this problem can lead to life-changing opportunities for individuals.Moving vehicles in different countries presents unique challenges, such as security issues and logistical complexities.The partnership between Draiver and Kavak has allowed them to learn from each other and tackle the vehicle movement challenge together.Draiver's technology is designed to be universal and scalable across different markets.Kavak's mission is to empower people to drive further and improve their mobility and financial opportunities.During Automotive Retail USA 2023 in Las Vegas, Paul J Daly and Kyle Mountsier interviewed dealers, OEM representatives, industry partners and more, looking to make the most innovative voices in retail automotive louder.
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Chad Collier is the Founder/CEO of Car Saver.
Key Takeaways:
Car Saver is an enterprise e-commerce platform for the automotive industry, offering a complete 360-degree solution for buying, financing, insuring, and maintaining cars.The platform serves as a licensed solution for brands like Nissan, lenders for retaining existing customers, and insurance partners for total loss programs.Car Saver also operates as a B2C marketplace, powering auto buying programs for Walmart, IHeart, and other promotional partners.Chad Collier's background includes being a dealer and owning Ford and Lincoln Mercury dealerships across the southeast, combining his passion for retail and technology.The automotive industry is witnessing significant shifts and motivations, fostering energetic collaborations and partnerships.Walmart attracts a diverse customer base, ranging from value-oriented shoppers to millionaires who appreciate the value proposition.Car Saver aims to address gaps in the customer experience, such as facilitating online trade-ins, providing accurate financing structures, and empowering salespeople with transparent data and tools.During Automotive Retail USA 2023 in Las Vegas, Paul J Daly and Kyle Mountsier interviewed dealers, OEM representatives, industry partners and more, looking to make the most innovative voices in retail automotive louder.
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Neerav Bhansali is Head of Industry Strategy, Automotive & Mobility for Adobe
Key Takeaways:
Adobe's presence extends beyond Creative Cloud and Acrobat, encompassing a broad range of solutions in the digital transformation space.Adobe's Experience Cloud includes data analytics, content management, personalization, and customer data platforms for digital marketing and customer experience in the automotive industry.The automotive industry is experiencing a wave of digital transformation due to external pressures, including disruptive business models like Tesla's.Connecting OEMs, dealers, and consumers through technology and data platforms like CDPs (Customer Data Platforms) can improve customer journeys and data governance.Clear governance, transparency, and agreed-upon rules between OEMs and dealers are essential for successful data collaboration.Technologies like APIs and data-centric platforms help mitigate risks and ensure compliance with legal and business requirements.The biggest barrier to widespread collaboration and data utilization in the automotive industry is the lack of urgency and external pressure for immediate change.The entrance of new OEMs and external threats can act as catalysts for accelerated digital transformation and collaboration.This is Amplify, the retail automotive podcast by Reuters Events and ASOTU.
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Joe Shaker, is the Owner of Shaker Automotive Group and the Founder/CEO of TruVideo.
Key Takeaways:
Joe Shaker discusses how he manages his roles as a tech partner and dealer/operator simultaneously.The TruVideo platform was initially developed as a video-first messaging platform to address the need for trust and transparency in the automotive industry.By incorporating video messaging, TruVideo has improved customer trust, transparency, and communication within the dealership.The platform's success has led to significant customer pay and warranty repair orders with video communication.Effective communication, enabled by technology, leads to increased efficiency, transparency, and better customer reviews.Joe highlights the importance of solving the human capital issue and leveraging AI to assist personnel in providing exceptional customer service.The TruVideo platform has expanded beyond video messaging to address broader communication gaps in dealerships.During Automotive Retail USA 2023 in Las Vegas, Paul J Daly and Kyle Mountsier interviewed dealers, OEM representatives, industry partners and more, looking to make the most innovative voices in retail automotive louder.
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Nathan Hecht is the Founder and CEO of Rodo.
Key Takeaways:
Nathan Hecht founded RODO after experiencing a lengthy and frustrating car-buying process at a dealership in New York.RODO aims to revolutionize the automotive retail industry by providing a seamless online platform for buying and leasing cars.The consumer experience of purchasing or leasing a car online through RODO is convenient, easy, and efficient.RODO operates as a managed marketplace, ensuring that participating dealers meet specific criteria and deliver a high-quality customer experience.The technology behind RODO enables customers to search for cars, view prices and payments, upload required documents, and complete transactions with just a few swipes on their phones.RODO has gained popularity among urban consumers who value the time and convenience it offers.Dealerships that embrace RODO and adapt their processes to digital transactions have seen significant volume and success through the platform.Nathan Hecht's background in technology has allowed him to bridge the gap between the automotive and tech industries and create a user-friendly platform for car buyers.During Automotive Retail USA 2023 in Las Vegas, Paul J Daly and Kyle Mountsier interviewed dealers, OEM representatives, industry partners and more, looking to make the most innovative voices in retail automotive louder.
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Bill Cariss is the President and CEO of Holman Growth Ventures.
Key Takeaways:
Bill Cariss shares his background in the automotive industry, starting with his experience in fleet business and eventually running the retail group at Holman for 18 years.The ventures group at Holman aims to ensure the company's long-term relevance by identifying and filling gaps in the industry.They focus on leveraging technology, such as the connected car and IoT, to create workflows and enhance operations at dealerships.The use of data and analytics helps provide insights into vehicle location and optimize processes like reconditioning and service loaners.The goal is to surprise and delight customers by addressing pain points and delivering exceptional experiences.Stitching together different technology platforms and utilizing data intelligently is crucial for providing a personalized and modern retailing experience.The ventures group is invested in companies like Orby that specialize in data middleware to better relate to customers and meet them where they are.During Automotive Retail USA 2023 in Las Vegas, Paul J Daly and Kyle Mountsier interviewed dealers, OEM representatives, industry partners and more, looking to make the most innovative voices in retail automotive louder.
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Sharon Kitzman is the President of Dominion DMS.
Key Takeaways:
Dominion Dealer DMS has a long history, with Dominion acquiring the company ACS (Automotive Computer Systems) about eight years ago.Data plays a crucial role in the DMS, as it is the currency that dealers rely on for managing and securing their information.The integration of various software solutions is essential for enhancing data efficiency and eliminating duplicate entry.AI can be used to analyze workflows, identify areas for improvement, and drive efficiency across the dealership.The focus should be on putting the consumer at the center of the automotive experience and improving customer journeys.Better integration among different touchpoints and data convergence is necessary to enhance the consumer experience.In five years, the ideal situation would involve using data in a way that is meaningful to consumers, ensuring trust and delivering valuable insights.Relevant Stories with Timestamps:
00:00: Introduction of Sharon Kitzman, President of Dominion Dealer DMS.
00:25: Amplify Intro and Guest Welcome.
01:28: Discussion on Dominion's history and its position in the market.
02:40: Importance of data in the DMS and its increasing significance.
03:46: Exploring the concept of AI and its application in the automotive industry.
05:19: Transition of the DMS from a storage place to a living, breathing part of the organization.
06:27: Mapping data efficiency and insights to the consumer experience.
07:45: Identifying integration as a barrier to achieving a seamless customer journey.
08:40: Vision for the future of data utilization and reducing spam.
11:48: Encouraging dealers to work closely with solution providers and push for tighter integration.
12:36: Closing remarks and end of the episode.
During Automotive Retail USA 2023 in Las Vegas, Paul J Daly and Kyle Mountsier interviewed dealers, OEM representatives, industry partners and more, looking to make the most innovative voices in retail automotive louder.
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Elgie Bright is the Automotive Department Chair of Northwood University.
SHOW NOTES:In this episode of the "Amplify" podcast, Paul Daly and Kyle Mountsier interview Elgie Bright, the Automotive Department Chair of Northwood University. They discuss the role of Northwood University in the automotive industry, the career opportunities for students, and the attitudes and work ethic of the incoming generation. They also highlight the success of Northwood University graduates and the wide range of career paths available in the automotive industry.
Key Takeaways:
Northwood University is a business school with a premier automotive marketing and management program.Students at Northwood University receive a four-year degree (BBA) in automotive marketing or management, along with other business courses.Students come to Northwood University from dealer families or discover the school through its renowned student-run auto show.Graduates from Northwood University find opportunities in retail automotive, corporate positions, startups, and various vendors in the automotive industry.Northwood University is intentional about telling its story and creating awareness about the career options available in the automotive industry.Automotive offers a wide range of career paths, including sales, service, technology, manufacturing, business management, accounting, finance, aftermarket marketing, and racing.The incoming generation of students is enthusiastic, tech-savvy, and motivated to be the best versions of themselves in the workplace.Northwood University graduates are sought after by major dealer groups, OEMs, and companies in the automotive space.The career fair at Northwood University attracts 120 automotive companies looking to hire their talented students.Timestamps:
[02:40] Northwood University's presence at the NIADA conference and its focus on used car and remarketing.
[06:25] The significance of the aftermarket in the automotive industry and Northwood University's degree in aftermarket marketing and management.
[08:37] The students' expertise in technology and data, as well as their familiarity with various digital platforms.
[09:19] Graduating students securing positions at major dealer groups, OEMs, and companies like General Motors, Cox Automotive, CDK Reynolds and Reynolds, and OnStar.
[09:48] The high demand for Northwood University graduates, with companies even arriving in private planes to recruit their talent.
This is Amplify, the retail automotive podcast by Reuters Events and ASOTU.During Automotive Retail USA 2023 in Las Vegas, Paul J Daly and Kyle Mountsier interviewed dealers, OEM representatives, industry partners and more, looking to make th
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Mike Darrow is the CEO of TrueCar, Inc.
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