Dealer Insights Podcast is brought to you in part by Strolid, the premiere automotive BDC solution.

Guest
Matt Copley, HRIZN https://hrizn.io/
HRIZN is offering a free account to listeners with their Free Around and Find Out campaign.

Summary
In this episode of the Dealer Insights Podcast, Michael Donovan and Matt Copley discuss the evolution of SEO and AI in the automotive industry. They explore the importance of quality content, the impact of Google's algorithm changes, and the need for collaboration with AI to enhance content marketing strategies. The conversation emphasizes the significance of building a customer-centric experience and leveraging data for marketing success. They also highlight the role of agencies in SEO and the necessity of adapting to the changing landscape of digital marketing.

The changes to Google in 2025 for tier 3 dealerships is having an impact. The SEO practices and techniques are no longer generating the results in ranking and organic traffic. In some cases the SERP will return an AI overview and Search Generative Experiences (SGEs) suppress position 1 2-4 full scrolls below the fold.  Google is syndicating and summarizing content without consistent attribution or clicks, which makes them the supplier and competitor. The only way to be above AI Overview is with Google Ads.  

How do dealers navigate these changes?
Leverage the data available in GA4, Google Ads, and Search Console to capture the 2025 trend. 
Explore external tools like SEM rush to gain a deeper understanding of performance.

SEO Data-driven Questions for dealerships
1. Keyword Count: How many keywords is your dealership ranking for?
2. Index Analysis: How many pages are currently indexed on Google?
3. Exposure/Activity Trend: What is the YTD trend for Impressions and Clicks (organic)?
4. Mutual Keywords: What top keywords are being targeted in Google Ads and SEO?
5. Analyze mutual keywords (paid and organic) average position, and change in position.

Pro Tip: Consider expanding the date range to a 13 month period. This will provide YoY and complete trend line. Visualize in simple charts and graphs to share across stakeholders in your organization.

Action Plan
With a current analysis complete the next step is to form an action plan. The details might vary from dealer to dealer, market to market, and OEM to OEM.  Define the areas that are the biggest opportunities, and align with your goals. If it begins with exposure, then more keywords and indexed pages is how you get there.

Chapters

00:00 Introduction to Dealer Insights Podcast
02:24 The Evolution of Content Creation in Automotive
05:19 SEO: Past, Present, and Future
07:43 The Role of AI in SEO and Content
10:15 Collaborating with AI for Better Content
12:50 The Shift in Google's Algorithm and Its Impact
15:40 Strategies for Effective Content Creation
18:13 The Importance of Consistency in SEO
20:47 The Future of SEO: Search Everywhere Optimization
23:26 Leveraging Agencies for SEO Success
25:47 Conclusion and Key Takeaways
34:06 AI as a Force Multiplier in Automotive
36:45 The Unique Challenges of Automotive Content Creation
38:18 The Future of Work: Humans and AI Collaboration
42:26 Creating Customer-Centric Experiences
48:27 The Importance of Intent-Driven Content
52:26 Leveraging Data for Enhanced Customer Engagement
56:56 Navigating the AI Revolution in Automotive

Strolid provides industry leading BDC services to #automotive #dealership for #sales and #service 
Innovators of #conversationalai #ai and #technology that empowers our BDC advisors to deliver results.

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Host Michael Donovan welcomes Strolid Founder and CEO Vin Micciche to discuss practical applications of ChatGPT and AI tools for automotive dealers who want to start leveraging artificial intelligence today. The conversation covers how dealers can begin using AI for marketing content creation, data analysis, and operational efficiency without overhauling their entire business model, emphasizing that AI should empower teams rather than replace human relationships. Vin and Michael explore real-world examples, including generating USP concepts and radio scripts, analyzing conversation data for business insights, and using AI to streamline email creation and business planning processes.

The hosts stress that AI today is like the internet in 1996 - rapidly evolving but still in early stages - and dealers should pay attention without feeling pressured to rush into significant changes. A key takeaway from the episode is that AI can handle 80-90% of creative and analytical work, allowing dealers to add their human experience and expertise to achieve results much faster than traditional methods, creating significant efficiency gains while maintaining the personal touch that drives automotive sales.

Learn more about how Strolid helps dealerships Never Miss opportunities for dealers at https://www.strolid.com.

Chapters

00:00 Introduction to AI for Car Dealers
03:05 The Evolution of AI and Its Current State
06:05 Practical Applications of ChatGPT for Dealerships
08:50 Data Management and CRM Integration
11:55 Leveraging AI for Business Insights
14:52 Creating Marketing Strategies with AI
18:00 The Future of AI in the Automotive Industry
24:06 Leveraging AI for Dealership Success
27:31 The Human Element in AI Integration
30:09 Empowering Teams with AI
34:55 Data-Driven Decision Making
39:15 The Future of CRM and AI
44:01 Enhancing Customer Experience with AI

Host Michael Donovan welcomes Strolid Founder and CEO Vin Micciche to dissect actionable strategies for dealerships to thrive in an evolving automotive landscape. Vin emphasizes human-centric AI adoption, arguing that tools like conversational analysis and CRM automation should enhance and replace staff capabilities. He critiques over-reliance on IVR systems and “hype-driven” AI solutions. He advocates for systems prioritizing rapid response times, conversational data insights (via Strolid’s vCon standard), and accountability across sales/service workflows.

The episode highlights how dealers can leverage AI to identify hidden revenue opportunities, such as analyzing call transcripts for geographic demand shifts or stalled inventory mentions. Vin shares metrics showing dealers using Strolid’s AI-powered search tools recover 80+ missed sales monthly by acting on real-time conversational signals. He also stresses the irreplaceable value of human intuition in resolving complex negotiations and building customer trust, noting that “AI’s greatest strength isn’t replacing people’s giving them superhuman memory to spot patterns in chaos.” Learn more about how Strolid helps dealerships Never Miss opportunities for dealers at https://www.strolid.com.

Chapters

00:00 Introduction to AI in Dealerships
02:02 Understanding AI: Hype vs. Reality
05:05 Conversational AI: Capabilities and Limitations
09:58 The Human Element in Sales
14:56 Data-Driven Insights from Conversations
19:57 The Role of Technology in Customer Interaction
25:05 Future of AI in Dealerships
29:50 Conclusion: Balancing AI and Human Interaction
33:55 The Role of AI in Customer Engagement
39:43 Customer Experience: The Golden Rule
44:52 AI as a Co-Pilot, Not a Crutch
51:46 Data-Driven Decision Making in Automotive
57:51 Building Relationships in the Automotive Industry

Host Michael Donovan welcomes Strolid Vice President of Product Development Matt Watson to explore how conversational data reshapes dealership strategies by unlocking previously inaccessible customer insights. Watson details Strolid’s development of the vCon standard, an IETF global standard for structuring phone calls, texts, emails, and chats into searchable, actionable records (i.e., “robot food”). He contrasts traditional CRM limitations (lost context, siloed data) with vCon’s ability to unify interactions, enabling dealers to identify trends like geographic demand shifts or stalled inventory opportunities.

The episode highlights practical tools like Strolid Search, which allows dealers to mine conversations for keywords (e.g., competitor names, vehicle stock numbers), and Strolid GPT, which will enable dealers to ask questions in natural language (e.g., “Show me customers who are unhappy with their experience,” “shopping the competition,” etc.). Strolid GPT uses AI to generate hyper-personalized follow-ups based on customer sentiment and history. Watson shares a case where analyzing “out-of-state” mentions revealed 80+ missed monthly sales opportunities, prompting process adjustments. A pivotal insight: “Conversational data isn’t just about resolving complaints; it’s about spotting the $70,000 truck buyer who mentioned ‘Staten Island’ once and crafting a pitch before they walk to the competition.” Learn more about how Strolid helps dealerships Never Miss opportunities for dealers at https://www.strolid.com.

Chapters

00:00 Introduction to Conversational Data
02:16 Matt Watson's Journey in the Automotive Industry
04:19 The Evolution of Strahlid and Conversational Data
10:41 Breaking Down Data Silos in Automotive
13:25 Creating a Global Standard for Conversational Data
17:05 The Role of the Conserver in Data Management
23:01 Real-World Applications of Vcons in Dealerships
26:01 Understanding Attribution in Paid Search
30:08 The Power of Conversation Search
33:11 Leveraging AI with Strala GPT
40:30 Identifying Opportunities in Customer Conversations
47:10 Introducing Signals for Proactive Insights

Host Michael Donovan welcomes Strolid CEO and Founder Vin Micciche to dissect the real-world implications of AI adoption in dealerships beyond vendor hype. Vin argues that AI’s actual cost isn’t just financial; it involves operational trust, team adaptability, and customer experience risks when deployed prematurely. He distinguishes between automation (rule-based workflows) and machine learning (adaptive systems), cautioning dealers against solutions prioritizing labor reduction over relationship-building. A key example highlights how over-reliance on AI-driven IVRs often frustrates customers seeking human connection, eroding loyalty. Critical insight: “AI’s value lies in amplifying human potential, not replacing the empathy required to turn complex conversations into sales.” Learn more about how Strolid helps dealerships Never Miss opportunities for dealers at https://www.strolid.com.

Chapters

00:00 The Cost of AI in Dealerships
03:07 Understanding AI Hype vs. Reality
11:46 AI's Role in the Automotive Industry
19:55 Navigating AI Solutions and Their Limitations
27:24 Key Considerations for Implementing AI
28:23 Understanding AI in Business Solutions
31:34 Evaluating AI's Impact on Customer Experience
36:12 Focusing on Immediate Business Problems
39:39 The Importance of Prioritization in Leadership
44:48 Building Effective Processes for Success
52:08 Adapting to AI Innovations in the Automotive Industry
56:20 The Importance of Process and Results
57:46 Transitioning to Conversational Data
01:00:47 The Evolution of Conversational Data Technology
01:04:35 Understanding Customer Insights through AI
01:08:01 The Role of AI in Modern Dealerships
01:12:34 Navigating the Future of AI in Business
01:17:26 The Human Element in Sales and Customer Interaction

Vin Micciche analyzes the hidden costs of in-house BDCs (staff turnover, tech fragmentation) versus the ROI of outsourcing. Vin breaks down how Strolid’s centralized model reduces overhead by 30-40% while improving lead-to-appointment conversion rates, citing a 12-month ROI case study where dealers gained $18 in profit for every $1 invested. The episode also critiques “budget BDC” solutions that sacrifice customization for short-term savings. Key takeaway: “A BDC isn’t a cost center. It’s a profit engine that pays for itself when aligned with inventory and sales workflows.” Learn more about how Strolid helps dealerships Never Miss opportunities for dealers at https://www.strolid.com.

Chapters

00:00 - Introduction to BDC Economics  
01:23 - Core BDC Cost Principles  
04:45 - Hidden Operational Costs Exposed  
09:12 - Staff Turnover Realities  
16:07 - Colorado Lead Analysis Case  
22:47 - CRM Integration Challenges  
29:08 - $18 ROI Case Study  
39:09 - Budget BDC Pitfalls  
42:00 - Future-Proof Process Design  
50:01 - Key Takeaways & Action  

Vin Micciche and Thomas McCarthy-Howe return to unpack AI-driven strategies for cutting lead response delays and hyper-personalizing interactions. The episode details Strolid’s co-pilot system, which equips agents with real-time inventory/credit data during calls and AI-powered dynamic scripting that adapts to customer sentiment. Case studies reveal how unified conversation histories reduce “tower” handoff delays by 40% and turn abandoned chats into appointments. A pivotal insight: “AI transforms lead handling from a process into a real-time conversation second saved is a customer retained.” Learn more about how Strolid helps dealerships Never Miss opportunities for dealers at https://www.strolid.com.

Chapters

00:00 - Introduction to AI-Driven Sales  
01:23 - Core BDC Response Principles  
04:45 - Co-Pilot System Revealed  
09:12 - Sentiment Analysis Breakthrough  
16:07 - Real-Time Inventory/Credit Integration  
22:47 - Dynamic Scripting Mechanics  
31:15 - Colorado Pricing Case Study  
42:00 - Unified Conversation Histories  
51:20 - Future of AI-Assisted Sales  
58:30 - Key Takeaways & Action Steps  

Vin Micciche and Strolid CTO Thomas McCarthy-Howe dissect how AI enhances rather than replaces human empathy in dealership communications. The conversation highlights AI’s role in sentiment analysis during calls, automating CRM note-taking to free agents for complex interactions, and using conversation history to personalize follow-ups. Thomas emphasizes Strolid’s “robot food” philosophy: AI ingests data to empower agents, not eliminate them, ensuring compliance via the vCon conversational data standard. Key takeaway: “AI isn’t about replacing people. It’s about giving them superhuman memory to build deeper trust.” Learn more about how Strolid helps dealerships Never Miss opportunities for dealers at https://www.strolid.com.

Chapters

00:00 - Introduction to AI-Human Synergy  
01:23 - Core BDC Retention Principles  
04:45 - IVR Automation Pitfalls  
09:12 - Sentiment Analysis Breakthrough  
15:30 - CRM Data Limitations Exposed  
22:47 - "Robot Food" Philosophy  
31:15 - Colorado Pricing Case Study  
42:00 - Conversational Memory Systems  
51:20 - vCon Data Standard  
58:30 - Future of AI-Assisted BDC  
66:45 - GDPR Compliance Strategies  
76:07 - Key Takeaways & Conclusion  

Strolid CEO Vin Micciche explores how integrated BDC strategies elevate dealership-customer relationships. The episode emphasizes the critical role of rapid phone response times (under three rings) in preventing customer defection, proactive service appointment management, and leveraging post-purchase lifecycle engagement to boost retention. Key examples include using service BDCs to reduce advisor burnout and deploying recall management campaigns that increase warranty revenue by 25%. A standout insight: “Every unanswered call is a missed opportunity to secure lifetime customer loyalty. Speed isn’t just efficiency; it’s revenue protection.” Learn more about how Strolid helps dealerships Never Miss opportunities for dealers at https://www.strolid.com.

Chapters

00:00 - Introduction to Integrated BDCs  
01:23 - Core BDC Response Principles  
04:45 - 3-Ring Revenue Protection  
09:12 - Recall Management Case Study  
16:07 - Service-to-Sales Handoff Strategies  
22:47 - Advisor Burnout Solutions  
31:15 - Lifecycle Engagement ROI  
37:30 - EV Service Readiness  
40:01 - Future of Dealership Experience  
44:01 - Key Takeaways & Action Steps  

Vin Micciche raises operational pragmatism in dealership operations. He argues against chasing unrealistic 100% satisfaction metrics, advocating for standardized processes that deliver consistent 80-90% reliability across call response times, follow-up cadence, and issue resolution. The episode highlights how Strolid’s “tamper-proof” reporting identifies actionable friction points without overwhelming staff. Key takeaway: “A ‘B+’ experience delivered consistently outperforms occasional A+ service with erratic execution.” Learn more about how Strolid helps dealerships Never Miss opportunities for dealers at https://www.strolid.com.

Chapters

00:00 - Introduction to Service Realities  
01:23 - Core Customer Service Principles  
04:45 - Training vs Perfection Paradox  
09:12 - Digital Retailing Limitations  
15:30 - AI vs Human Nuance  
22:47 - Taco Bell Case Study  
29:48 - Data Overload Challenges  
35:15 - Colorado Inventory Example  
40:01 - Future of Balanced Service  
44:01 - Key Takeaways & Action Steps