Send us Fan Mail

At the NY Auto Forum, Stewart Stropp, VP of Customer Success at J.D. Power, breaks down how service is becoming one of the most critical drivers of customer retention and long-term profitability for dealers. As consumer expectations evolve, transparency, convenience, and communication are no longer differentiators—they’re becoming baseline requirements.

This conversation goes beyond surface-level service tactics to highlight what the latest data is actually showing. From the growing demand for photo and video updates to the rise of mobile service expectations shaped by Tesla and Rivian, the gap between what customers want and what dealers deliver is still significant. That gap represents both a risk—and a major opportunity.

Stropp makes a clear case: service is no longer just operational—it’s strategic. With one in four customers servicing outside their selling dealer and retention increasing significantly after just a few visits, the service lane has become a powerful lever for growth. This is a data-driven look at how dealers can turn service into a competitive advantage in a rapidly changing market.

Connect with Stewart Stropp at https://www.linkedin.com/in/stewartstropp/

Our coverage of the NY Auto Forum is brought to you Force Marketing. Learn more at https://www.forcemarketing.com/

⭐️ Love the podcast? Please leave us a review here — even one sentence helps! Consider including your LinkedIn or Instagram handle so we can thank you personally!

We have a daily email!

https://www.asotu.com

✉️ Sign up for our free and fun-to-read daily email for a quick shot of relevant news in automotive retail, media, and pop culture.

🎧 Like and follow our other podcasts:

1. Automotive State of the Union
2. ASOTU CON Sessions