Host Kyle Mountsier sits down with Ron Andrews, Vice President at Dealer Inspire, to discuss the evolution of dealership websites and the customer experience. Ron shares how Dealer Inspire has always been obsessed with speed and convenience, ensuring that digital retail tools actually help—not hinder—the buying process. With automotive websites becoming more transactional, the focus is shifting to eliminating unnecessary friction by auditing website architecture, removing outdated code, and streamlining integrations.

The conversation highlights the importance of top-of-funnel strategies, as innovative dealers are now focusing more on brand awareness, first-party data activation, and smarter media investments. Ron emphasizes that while many dealers traditionally prioritized low-funnel shoppers, those embracing early-stage engagement are seeing stronger long-term results. By aligning site performance, marketing strategy, and customer experience, dealers can create a seamless online-to-showroom journey that drives conversions.

0:00 Intro – Live from the Cars Commerce booth at NADA.

0:43 Speed and convenience win – Dealer Inspire’s focus from day one.

1:54 Too much tech can hurt the experience – Unnecessary plugins slow websites down.

2:55 Audit your website regularly – Many sites still have outdated scripts and tracking codes.

4:23 Automotive websites must become e-commerce platforms – Modern architecture is key.

4:47 Top-of-funnel strategies are winning – Dealers investing in early-stage engagement have an advantage.

5:41 First-party data is a game changer – Dealers need to leverage it for smarter marketing.

Learn more about Cars Commerce:https://www.carscommerce.inc/

Ron Andrews is the Vice President, Media and Digital Solutions atCars Commerce

https://www.carscommerce.inc/

Host Paul J Daly sits down with Brian Kramer, EVP at Cars Commerce, to dive deep into the challenges and opportunities in used car acquisition. Brian breaks down the industry’s shifting landscape, where used car prices and inventory are both declining, leaving dealers struggling to secure quality vehicles. He emphasizes that direct-from-consumer acquisition is the key to success, but most dealers aren’t maximizing their opportunities. Instead of simply putting up “We Buy Cars” banners, Brian explains how dealers can use social media, QR codes, website integrations, and targeted marketing to drive trade-in leads—just like independent dealer George Saliba, who generates 3,000 trade-in leads per month through social media alone.

The conversation also touches on the importance of transparency in trade-in valuations, debating whether dealers should provide ranges or firm offers upfront. Brian argues that giving customers a real number creates more opportunities for follow-ups, remarketing, and second-chance deals. He also highlights how the Dealer Club acquisition is revolutionizing inventory exit strategies, allowing dealers to seamlessly move vehicles in and out of their inventory. The episode wraps with a look at the massive opportunities in 2025, as dealers who embrace data, transparency, and digital-first acquisition strategies will dominate the used car market.

0:00 Intro – Live from NADA with Brian Kramer.

1:01 Used car market challenges – Prices and inventory are both dropping.

2:20 Direct-from-consumer acquisition is the future – But most dealers don’t execute well.

3:28 Accu-Trade is more than an appraisal tool – It’s a used car marketing machine.

4:52 Transparency in trade values – Why giving a real number drives more deals.

5:43 The power of remarketing trade-in leads – Second and third opportunities to win deals.

7:41 Social media as a lead generator – How George Saliba drives 3,000 trade-in leads a month.

8:46 Dealer Club’s first live sale – Exiting surplus inventory in minutes.

Learn more about Cars Commerce:https://www.carscommerce.inc/

Brian Kramer is the EVP, Dealer Growth and Success forCars Commerce

https://www.linkedin.com/in/bkramer1/

https://www.carscommerce.inc/

Host Kyle Mountsier sits down with Jamie Oldershaw, VP of Customer Experience atCars Commerce, to discuss the evolving role of reputation management in the automotive industry. Jamie emphasizes that trust remains one of the biggest hurdles for car buyers and that transparency, communication, and responsiveness are key to overcoming skepticism. While 85% of customer reviews on DealerRater are positive, many dealerships fail to actively collect feedback, missing valuable opportunities to strengthen their reputation. Jamie highlights the importance of asking every customer for a review, ensuring that positive experiences are shared just as frequently as negative ones.

The conversation also introduces the "Triple A" framework for handling negative reviews: Acknowledge, Apologize, and Act. Jamie explains how responding thoughtfully to criticism not only improves dealership processes but can also convert unhappy customers into loyal ones. Looking ahead, DealerRater and Cars.com are doubling down on personal connections, working to elevate individual salespeople within dealership profiles and ensuring that reputation directly influences customer decisions. The episode closes with a powerful reminder that in auto retail, people—not just inventory—are the industry’s greatest value proposition.

0:00 Intro – Live from the Cars Commerce booth at NADA.

0:38 Trust remains a major issue – Consumers still hesitate when buying cars.

1:26 Communication is key – Dealers must actively engage with customers.

2:41 Ignoring reviews hurts business – Ratings impact customer decision-making.

4:02 The #1 way to get more reviews – Just ask! Most happy customers won’t share unless prompted.

5:21 How to handle negative reviews – The Triple A method: Acknowledge, Apologize, Act.

7:45 What’s next for DealerRater – Bringing salespeople and reputation to the forefront.

8:18 Human connections matter – Customers who connect with a salesperson are twice as likely to buy.

Learn more about Cars Commerce:https://www.carscommerce.inc/

Jamie Oldershaw is VP of Customer Experience atCars Commerce

https://www.linkedin.com/in/jamie-oldershaw-92a241/

https://www.carscommerce.inc/