In today’s digital-first environment, your dealership's long-term success hinges on more than just what you sell — it depends on how you listen.

On this episode of FWRD, hosts Corey Smith and Eric Jauregui sit down with Jeane Reitelbach, a brand strategist with 27 years of marketing experience and over a decade in automotive retail, to unpack how the Voice of the Customer can shape your operations, leadership style, and even your Google rankings.

Jeane shares dealership-tested strategies like:

• How AI and search engines are ranking your dealership based on review sentiment and responsiveness
• Turning one-star reviews into team-building moments with “lunch and learn” sessions
• The power of asking “Did this feel thoughtful and professional?” as a standard closing question
• Tracking CSAT, NPS, and market share down to the individual team member
• How professional platforms like LinkedIn influence brand perception — and recruitment — through AI sentiment

If you're a GM, Fixed Ops leader, or anyone focused on retention and reputation, this episode will give you a fresh perspective on using feedback as fuel for growth.