Today’s car buyers are more informed and more in control. The 2024 Car Buyer Journey Study from Cox Automotive shows how shifting expectations and smarter tools are shaping every step of the customer experience.

In this episode, Jade Terreberry and Vanessa Ton join hosts Camron Wilson and Michael Hayes to unpack what this year’s research reveals about buyer behavior, dealer opportunities, and the digital tools that make the biggest difference. They talk about the growing demand for hybrid buying experiences, how trade-in friction is becoming a key trust factor, and why more time spent shopping doesn’t mean less satisfaction.

We also get into why dealers who personalize the journey before the deal are seeing better results and what steps you can take now to meet buyers where they are and build loyalty that lasts. If you're looking for real-world takeaways to improve the customer journey and keep buyers coming back, this episode is a must.

Follow Us

• X @NADAUpdate
• Instagram @NADA
• YouTube @NADAUpdate
• LinkedIn @NADA
• Facebook @NADAUpdate

Presented by The National Automobile Dealers Association
https://www.nada.org/

Despite rapid advancements in e-commerce, a significant percentage of consumers still choose to purchase their vehicles in person. In this episode, hosts Camron Wilson and Michael Hayes are joined by Joe St. John, Chief Customer Officer at Autofi, to explore why digital retailing has yet to fully replace the traditional showroom experience. Joe discusses the misconceptions surrounding online car buying, highlights critical touchpoints that influence consumer decisions, and explains the operational challenges dealerships face when attempting to integrate digital and in-person processes. This conversation provides valuable insights into how dealerships can better align with evolving customer expectations by embracing a hybrid model that leverages technology while maintaining the personalized service buyers still value.

Follow Us

• X @NADAUpdate
• Instagram @NADA
• YouTube @NADAUpdate
• LinkedIn @NADA
• Facebook @NADAUpdate

Presented by The National Automobile Dealers Association

https://www.nada.org/

Trust is one of the biggest barriers in the service drive — and without it, your team will always be stuck in transactional selling. In this episode, Camron Wilson and Michael Hayes sit down with Jennifer Suzuki, President of eDealer Solutions, to talk about why service sales training is still the missing piece in dealership growth.

Jennifer breaks down how a customer-first mindset, value-based selling, and simple culture shifts can change everything. She shares real examples of what strong service advisor communication looks like, how to build trust quickly, and why slowing down is actually the smartest way to move forward. From walk-around strategy to technician videos and everyday phrases that signal care, this episode is full of practical tools you can use immediately.

If your service lane is still being treated like a speedway instead of a relationship-building opportunity, this episode will help you reset the approach.

Follow Us

• X @NADAUpdate
• Instagram @NADA
• YouTube @NADAUpdate
• LinkedIn @NADA
• Facebook @NADAUpdate

Presented by The National Automobile Dealers Association
https://www.nada.org/

Valuing a dealership isn’t a one-size-fits-all process — and most owners underestimate what really drives worth. In this episode, Erin Kerrigan, Founder and Managing Director of Kerrigan Advisors, joins hosts Camron Wilson and Michael Hayes to talk through the real factors that impact dealership valuations and how to strengthen them. Erin shares why location, fixed operations, used car performance, and image-compliant facilities all influence value — and how to think strategically about expansion and exits. She also outlines how real estate, staffing efficiency, and contract management can either help or hurt your long-term game. Whether you're planning to sell, grow, or simply sharpen your operations, this episode breaks down practical steps to improve performance and build value in today’s market.

Follow Us

• X @NADAUpdate
• Instagram @NADA
• YouTube @NADAUpdate
• LinkedIn @NADA
• Facebook @NADAUpdate

Presented by The National Automobile Dealers Association

https://www.nada.org/

The future of dealership operations is data-driven, and mastering AI, Customer Data Platforms (CDPs), and advanced analytics is no longer optional. In this episode, Jim Dodd, NADA Consultant & Digital Analytics Technical Specialist, joins hosts Camron Wilson and Michael Hayes to break down how dealers can use these tools to improve marketing, streamline operations, and gain a competitive edge. Jim explains how AI enhances customer interactions, why first-party data is key to better decision-making, and how CDPs provide a unified view of customers. He also covers critical topics like data privacy, ownership, and compliance, offering real-world strategies to ensure dealers stay in control of their data while maximizing its value. For dealers looking to optimize their digital strategy and future-proof their business, this episode is packed with insights you can’t afford to miss.

Follow Us

• X @NADAUpdate
• Instagram @NADA
• YouTube @NADAUpdate
• LinkedIn @NADA
• Facebook @NADAUpdate

Presented by The National Automobile Dealers Association

https://www.nada.org/

Welcome to Dealer Driven, the podcast for dealership professionals ready to level up their operations and boost profitability. In this episode, hosts Camron Wilson and Michael Hayes sit down with Brian Crossen, a NADA Academy instructor with over 25 years of operations experience, to tackle a game-changing topic: Parts Inventory and Investment Quality—one of the most overlooked yet critical factors in dealership success. Brian shares how poor inventory management can slow down your service department and impact sales. He breaks it all down—covering key metrics like inventory aging, fill rates, and obsolescence—and shares practical strategies to keep your operations running smoothly. Tune in to learn how better communication between parts and service teams, plus smarter use of your DMS tools, can transform your dealership’s efficiency and profitability.

Follow Us

• X @NADAUpdate
• Instagram @NADA
• YouTube @NADAUpdate
• LinkedIn @NADA
• Facebook @NADAUpdate

Presented by The National Automobile Dealers Association

https://www.nada.org/

Welcome to Dealer Driven, the podcast tailored to dealership professionals navigating today’s fast-paced automotive industry. In this episode, hosts Cameron Wilson and Michael Hayes discuss the critical issue of "technician time vampires" with NADA Academy instructor Larry Hourcle. Drawing from his 27-year experience as a line technician, Larry breaks down how seemingly minor inefficiencies can significantly impact the service department's productivity and profitability. From proper documentation, organized workspaces, and strong communication between service and parts departments, learn how these small efficiency gains can lead to substantial productivity increases and better profitability. Whether you're managing a service department or looking to optimize your dealership operations, this episode provides actionable insights for minimizing time waste and maximizing technician productivity.

Follow Us

• X @NADAUpdate
• Instagram @NADA
• YouTube @NADAUpdate
• LinkedIn @NADA
• Facebook @NADAUpdate

Presented by The National Automobile Dealers Association
https://www.nada.org/

Welcome to Dealer Driven, the podcast tailored to dealership professionals navigating today’s fast-paced automotive industry. In our first episode, hosts Camron Wilson and Michael Hayes are joined by Cathy Palochko, COO of Quantum⁵ and ESi-Q, to tackle one of the most pressing challenges dealerships face: employee retention. With retention directly tied to profitability, Cathy shares actionable strategies to reduce turnover, engage a multi-generational workforce, and prepare teams for ongoing industry disruption. From leveraging workforce data to fostering cultures of purpose and growth, this conversation is packed with valuable insights to help you create a thriving dealership team. Whether you’re aiming to retain your top talent or enhance your leadership approach, this episode is your guide to future-proofing your workforce for 2025 and beyond.

Follow Us

• X @NADAUpdate
• Instagram @NADA
• YouTube @NADAUpdate
• LinkedIn @NADA
• Facebook @NADAUpdate

Presented by The National Automobile Dealers Association
https://www.nada.org/

Welcome to Dealer Driven, the podcast for dealership professionals. Hosted by Camron Wilson and Michael Hayes from the National Automobile Dealers Association, Dealer Driven tackles the real challenges you face every day. From navigating industry shifts to optimizing operations and spotting can’t-miss opportunities, this show has you covered. Each episode is packed with actionable insights, best practices and tips to keep your dealership ahead of the game. Whether you’re grabbing a coffee, heading to work, or closing up shop, buckle up and join us on Dealer Driven—because your success is our mission!

Follow Us

• X @NADAUpdate
• Instagram @NADA
• YouTube @NADAUpdate
• LinkedIn @NADA
• Facebook @NADAUpdate

Presented by The National Automobile Dealers Association

https://www.nada.org/