What if your service department could create experiences so powerful... customers would never dream of going anywhere else?

In this episode of the Fixed Ops Roundtable, I’m thrilled to sit down with none other than Moazzam Abu Bakar — best-selling author, customer experience futurist, and one of the brightest minds reshaping the retail auto industry.

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What we discuss in this episode:

We dive deep into the heart of what really drives customer loyalty (hint: it’s not just the car!). Moazzam shares powerful lessons from his 25+ year journey working with brands like Honda, Toyota, and DFSK — and why he believes your service advisors are the true heartbeat of your dealership.

You'll discover:

• Why after-sales is the battlefield for customer loyalty (and why most dealerships miss it)
• Practical frameworks from his book Beyond Exceptional to elevate your customer experience immediately
• How the car business is evolving globally — especially in emerging markets like Pakistan
• Why today’s customer demands more than just a transaction — they expect a heart-touching experience
• How electrification, digitalization, and customer-centricity are reshaping the future of automotive retail

Plus, Moazzam reveals how social media is transforming customer expectations worldwide — and how dealerships must rethink their strategies to stay ahead.

Listen to the episode featuring Moazzam Abu Bakar for even more insights!

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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Moazzam Abu Bakar

Connect with Ted Ings and the Fixed Ops Roundtable:

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• Ted Ings on LinkedIn
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