Retention Roadmap: Navigating Service Success for New Car Dealerships

What U.S. Dealers Can Learn from Australian Fixed Ops

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Most dealers still treat retention as something you worry about after a customer disappears. But some OEMs and dealers are already experimenting with a playbook built on predictive data, subscription-style benefits, and emotional convenience that keeps customers from drifting away in the first place.

 

In this episode, sponsored by DriveSure, you’ll hear how shifting from reactive reminders to proactive, value-rich programs can help your dealership hold onto more customers for longer. Michael Johnson, Director of Customer Success for Infomedia in the Asia-Pacific (APAC) region, shares what he’s seeing across some of the most competitive and innovative automotive markets in the world. Drawing on experience with multiple OEMs and service technology platforms, Michael walks through the real forces shaping service retention in 2025 and 2026, where the biggest defect points are today, and how “preemptive care” and emotional convenience are becoming the new battleground.

 

What we discuss in the episode:

  • Why retention is shifting from reactive reminders to preemptive care built on connected vehicle data and predictive maintenance
  • How emotional convenience matters more than extended hours or fancy amenities
  • What Australia’s service-activated roadside programs and fixed-price servicing can teach U.S. dealers about keeping customers past warranty
  • Ways OEMs and dealers can share data and design programs that create clear value on both sides of the relationship
  • Three big opportunities ahead: practical AI in the workshop, “service loyalty indexing,” and subscription-style service ecosystems that lock in long-term loyalty

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    Resources from this episode:

    • Explore Infomedia

      • Social Media:

      • Connect with Michael on LinkedIn
      • Connect with Bill on LinkedIn
      • Follow Retention Roadmap on LinkedIn
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        Retention Roadmap: Navigating Service Success for New Car DealershipsBy Bill Springer