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Everything in the automotive industry is about providing a great customer experience.

And someone who really understands customer experience is John Clavadetscher of Outsell. He’s spent years studying consumer shopping trends and how retail is categorizing and marketing to the individual customer. There’s a lot packed into this interview, from helping to grow Cars.com to the “automotive itch.”

What we talk about in this episode:
0:00 Intro with Michael Cirillo, Paul J Daly and Kyle Mountsier.

4:45 “The expectations you have outside of automotive frame your expectations within automotive.” John starts with a truth bomb that the guys have to stop and process.

6:23 John talks about the importance of a personalized experience between a retailer and a customer.

“One is, you know, 76% of customers really want to be engaged by the retailer in a one to one customized personalized way. Now, I'm sure that makes sense to this group and to the listeners, but was actually to me was even more fascinating is that close to 81%, or even greater number of people actually have a negative perception of the brand, when they get treated in a very one to many, or when they don't get treated in a personalized way.”

14:03 Auto can be incredibly addictive, and even after leaving the retail automotive industry, John found himself gravitating towards his auto friends. The itch never really left him, and so he came back to help the industry start learning how to have one to one conversations.

20:30 Outsell is a customer data and engagement platform that’s working to build unified customer IDs. It’s a system that has allowed the consumer packaged goods sector to shift over $100 billion dollars annually.

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Connect with John Clavadetscher on LinkedIn
Learn about Outsell

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