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Don Moss is the Director of Internet Sales for Lithia Motors. In addition to overseeing the company's online sales efforts, he also manages Lithia's centralized Internet Sales Center (ISC). This team handles all incoming calls, emails and chats for Lithia, with a goal of either selling vehicles directly or setting appointments at the store-level.
Lithia has over 100 stores across the nation representing over 30 brands and a number of stand-alone used vehicle centers. In operation since September 2007, the ISC currently services 60% of Lithia locations; adding approximately 5 additional stores each month.
Our Mission and Name
The mission of Lithia is to be the preferred provider of cars and trucks and related services in North America. Our name Lithia is derived from the Lithia Springs in Ashland, Oregon and reminds us of our heritage serving small communities.
Walt DeBoer founded Lithia Motors in 1946 as a Chrysler-Plymouth-Dodge dealership in Ashland, Oregon. Following Walt’s death in 1968, Walt’s son Sid along with Dick Heimann, grew the business to include 5 stores and 19 franchises in Southern Oregon.
In December 1996, this collection of dealerships was transformed into Lithia Motors, Inc., a publicly traded company (NYSE stock symbol-LAD). We envisioned a company that would continuously grow, provide great customer service, and opportunities for employees.
Lithia is one of America’s largest automotive retailers featuring most domestic and import franchises. Our stores serve urban and rural populations throughout the Western and Midwest United States.
We are focused on providing customers with an honest and simpler buying and service experience. We are giving customers straightforward information so that they can make confident decisions.
We believe that our local communities are our lifeblood. In addition to the employment opportunities we provide in each of our neighborhoods, we also provide contributions to charitable organizations that serve our families, friends, and customers.
CAR DEALER or OEM Website you recommend (ie; www.MelloyNissan.com)
Very intrigued with your position as we currently have 3 stores and are looking to maximize the traffic for all. I cannot imagine how you maintain that large a group nor deal with the inevitable ego bruising and calls of "favoritism". We are our own largest competitor in our market and I can't help but feel that we end up competing/hurting ourselves. Any advice how to get started?
A "CCC" vs. a BDC is a philosphy and practice that I have implemented in many dealerships regardless of size. The "Customer Communication Center" recognizes the need for consitency in processing communications between departments to facilitate cross selling opportunities from sales to service and in solving cutomer and even vendor problems before they impact your reputation in the marketplace. I will be speaking at Northwood University in WPB, FL to the Automotive Advertising Class on April 28th and at the AAISP Conference in Orlando with a great deal of my message dedicated to centralized control of multi-channel contacts, (telephone, email, regular mail, internet, etc,) coordinated through a common CRM and trained staff and I will forward you my session notes since I believe they will provide ONE answer to your question among many. I also suggest that you read my post on ADM that discusses CCC vs BDC and reply with your input. I would have answered your forum directly but since I already posted something on the issue I didn't want to be redundant. Bottom line, a well trained and integrated central communication system is the only sustainable answer given the volatility of individual stores support staff and the value of online linked technology that uses the internet to facilitate monitoring communications and distribute decisive actions in all departments.
Hi Don. I always value input from the front line so please review some of my earlier forums and reply with your insights. Also, would you be interested in being considered as a guest for our "Dealer Spotlight" radio blog show on our auto industry networking portal, www.autoadcreative.com ? If so please reply, or visit the site tomorrow at 12 noon as we are hosting a show "Auto Industry Insiders" featuring David Wassman and George from NeoSynergy as our newest preferred vendor for our dealer clients. In any case, welcome to ADM!
It is great to see yet another automotive colleague join the ADM community... When I logged in to ADM a moment ago, I was pleasantly surprised to see that we are now at 505 automotive professionals who have joined the ADM Community!
Amazing support from an amazing industry... Made my day worth the aggravation of cross country travel.
Thanks for helping us get to this critical mass... I am thrilled and delighted to see that you have joined our community... Welcome and THANK YOU!
We are looking forward to any best practices, guidance, tactics, files, photos and videos you are willing to share with us.
Also, you have full access to your very own blog web site within this community, so feel free to get into the swing of things and use this community as a means of sharing with associates, customers, clients and friends!
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