The #1 Reason Dealers Lose Customers (It's Not What You Think)
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Most dealers think they’re losing on price—but the real reason customers walk away is far more human (and far more fixable).
Tom Kondrat, Advanced Analytics Director at Urban Science, joins Auto Collabs to unpack one of the most misunderstood problems in retail automotive: customer defection. Drawing on real-time sales data and post-purchase surveys, Tom reveals a surprising truth—price isn’t the main reason customers leave. Instead, the breakdown happens in something much harder to measure… and much easier to fix: communication.
The conversation dives into how AI has evolved…
The skinny
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