Digital Dealer - April 2020 - 2

I N S I D E D I G I TA L D E A L E R
M A G A Z I N E

Your health and
well-being matter
most.

MATTHEW RAMIREZ, Show Director
matthew.ramirez@digitaldealer.com

EDITORIAL
ALISSA CALVARUSO, Editor & Conference Producer
alissa.calvaruso@digitaldealer.com

ADVERTISING
MELISSA GREEN, Business Development

Dear Readers,

melissa.green@digitaldealer.com

GREG REE, Business Development

Before introducing our cover story this month, we want to start
by saying your well-being is of our utmost concern. After closely
monitoring COVID-19, we have cancelled Digital Dealer Orlando - a
decision that was driven by our commitment to ensuring your health
and safety. Our next Digital Dealer event is scheduled for September
15-17, 2020, in Las Vegas.
We will continue to bring you monthly educational resources and
insight from thought leaders, such as Maureen Bailey, featured in our
cover story this month. Maureen Bailey of Subaru of Moon Township.
Subaru of Moon Township is part of the Lithia Motors family, which
is one of the largest providers of personal transportation solutions in
the U.S., and among the fastest-growing companies in the Fortune
500. The store is a 2019 J.D. Power Dealer of Excellence Award
winner, as well as a recent winner of the Subaru Love Promise Award
for Customer and Community Commitment.
Maureen Bailey was recently promoted from general sales
manager to assistant general manager at Subaru of Moon Township.
Previously, she held executive and senior leadership positions at
Autosoft, Inc. and Cochran Automotive Group. At Cochran, Maureen
led the landmark opening of the company's first BDC and developed
and implemented an enterprise-wide corporate sales transparency
process as director of process development. In 2014, Maureen
received the Woman of the Year Award from the National Association
of Professional Women for outstanding professional achievement.
In the cover story interview on page 18, Maureen shares both her
successes, as well as the challenges she has faced and how she has
overcome them. We hope you enjoy this issue.
Stay safe and healthy,

Matthew Ramirez
Matthew Ramirez
Show Director,
Digital Dealer

gree@digitaldealer.com

KIM MOORE, Business Development
kim.moore@digitaldealer.com

Advertising Sales
sponsorships@digitaldealer.com

DESIGN
LINDA FISHER, Creative Director

PRODUCTION
TERRI HILL, Production Manager

MARKETING
DIANE MASSIE, Marketing Director
MEAGAN RICE, Marketing Coordinator
FARAH BACCHUS, Marketing Coordinator

CONFERENCE
JULIE FREEDMAN, Operations Director

CIRCULATION SUBSCRIPTION
RICH JARRETT
314-432-7511, gatewayrj@att.net

EMERALD X
BRIAN FIELD, Interim President and CEO
SALLY SHANKLAND, Executive Chairman and Senior Advisor
PHILIP EVANS, Chief Financial Officer
BILL CHARLES, Chief Information Officer
DAVID GOSLING, SVP General Counsel and Secretary
DAVE SUNDERLAND, Senior Vice President, Finance
JOANNE WHEATLEY, Senior Vice President, Marketing Services
KATE ELDER, Vice President and Controller
ANGELIQUE E. CARBO, Executive Vice President, People & Culture
JESSICA BLUE, Executive Vice President, Emerald Connect

Dealer Magazine is a trademark owned exclusively by Emerald X, LLC.
Copyright © 2020. Emerald X, LLC
All rights reserved.
Volume 27, Issue 4, Dealer magazine (ISSN 1537-6141) is published monthly
by Emerald X, LLC. Mailing address is 100 Broadway, 14th Floor, New York,
New York 10005. Periodicals Postage Paid at New York, NY and additional
mailing offices. POSTMASTER: Please send address changes to: Dealer
Magazine, P.O. Box 16770, St. Louis, MO 63105. Subscriptions are $48.00
per year, 12 issues per year, monthly. Back issues, $10.00 each. Make check
payable to Emerald X, LLC. Send to: P.O. Box 16770 St. Louis, MO 63105.
To purchase reprints, please contact YGS Group: Email: reprints@theygsgroup.
com | Phone: 800- 290-5460.

A publication of Emerald X

2

[ d i g i t a l d e a l e r. c o m ]

April 2020


http://www.digitaldealer.com

Digital Dealer - April 2020

Table of Contents for the Digital Edition of Digital Dealer - April 2020

Digital Dealer - April 2020
Up To Speed|Tech, Dealer News, & People On The Move
Direct From Facebook |Q&A With Facebook
Fixed Operations Fundamentals That Drive Critical Service Customer Retention
Succession Planning Estate Taxes - Still A Problem For Succession
Buy/Sell The 2019 Buy/Sell Market In Review And Expectations For 2020
Branding Sorry, Your Customers Aren't Buying It
Analysis What’s Next In Tier 2 Advertising? Making The Case For “Direct-To- Dealer”
Process & Performance Why Sales Efficiency Needs To Be Your Mantra In 2020
Branding When Dealership Leads Aren’t Enough To Make Your Month
Customer Retention Turbocharge Your Owner Retention Program (Orp) Marketing
Website Less Is More: Optimizing Websites Through Design
Seo/Sem Google Changes The Google My Business Rules For Car Dealers
Digital Retail Lessons From Amazon: How Dealers Can Avoid Becoming The Next Blockbuster
Industry Happenings |Nada 2020 - A Quick Look Recap
Fixed Operations Trading Dollars For Service And Trading Service For Dollars
Digital Dealer - April 2020 - CT1
Digital Dealer - April 2020 - CT2
Digital Dealer - April 2020 - Digital Dealer - April 2020
Digital Dealer - April 2020 - Cover2
Digital Dealer - April 2020 - 1
Digital Dealer - April 2020 - 2
Digital Dealer - April 2020 - 3
Digital Dealer - April 2020 - 4
Digital Dealer - April 2020 - 5
Digital Dealer - April 2020 - Up To Speed|Tech, Dealer News, & People On The Move
Digital Dealer - April 2020 - 7
Digital Dealer - April 2020 - Direct From Facebook |Q&A With Facebook
Digital Dealer - April 2020 - 9
Digital Dealer - April 2020 - Fixed Operations Fundamentals That Drive Critical Service Customer Retention
Digital Dealer - April 2020 - 11
Digital Dealer - April 2020 - Succession Planning Estate Taxes - Still A Problem For Succession
Digital Dealer - April 2020 - 13
Digital Dealer - April 2020 - Buy/Sell The 2019 Buy/Sell Market In Review And Expectations For 2020
Digital Dealer - April 2020 - 15
Digital Dealer - April 2020 - 16
Digital Dealer - April 2020 - 17
Digital Dealer - April 2020 - 18
Digital Dealer - April 2020 - 19
Digital Dealer - April 2020 - 20
Digital Dealer - April 2020 - 21
Digital Dealer - April 2020 - 22
Digital Dealer - April 2020 - 23
Digital Dealer - April 2020 - Branding Sorry, Your Customers Aren't Buying It
Digital Dealer - April 2020 - 25
Digital Dealer - April 2020 - Analysis What’s Next In Tier 2 Advertising? Making The Case For “Direct-To- Dealer”
Digital Dealer - April 2020 - 27
Digital Dealer - April 2020 - Process & Performance Why Sales Efficiency Needs To Be Your Mantra In 2020
Digital Dealer - April 2020 - 29
Digital Dealer - April 2020 - Branding When Dealership Leads Aren’t Enough To Make Your Month
Digital Dealer - April 2020 - 31
Digital Dealer - April 2020 - Customer Retention Turbocharge Your Owner Retention Program (Orp) Marketing
Digital Dealer - April 2020 - 33
Digital Dealer - April 2020 - Website Less Is More: Optimizing Websites Through Design
Digital Dealer - April 2020 - 35
Digital Dealer - April 2020 - Seo/Sem Google Changes The Google My Business Rules For Car Dealers
Digital Dealer - April 2020 - 37
Digital Dealer - April 2020 - Digital Retail Lessons From Amazon: How Dealers Can Avoid Becoming The Next Blockbuster
Digital Dealer - April 2020 - 39
Digital Dealer - April 2020 - Industry Happenings |Nada 2020 - A Quick Look Recap
Digital Dealer - April 2020 - 41
Digital Dealer - April 2020 - Fixed Operations Trading Dollars For Service And Trading Service For Dollars
Digital Dealer - April 2020 - Cover3
Digital Dealer - April 2020 - Cover4
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