Post by Group 1 Automotive

Everyone in auto retail sells many of the same cars at roughly the same prices. So, if differentiation is the secret to success, how do you actually stand out? Group 1 Automotive CEO Daryl Kenningham sat down with Deloitte for a Wall Street Journal feature, sharing how we're building our edge — not just on the sales floor, but in the moments that matter most to customers: service, trust, and the full ownership journey. A few highlights from the conversation: • Customers come back for service about 12x more often than they buy a car — so that's where we've focused our investment. • We centralized service calls into a customer experience center in Houston, and now 99% of calls are answered within four rings, up from roughly 70% before. • AI allows us to operate as a 24/7 front door, handling hundreds of thousands of leads a month — 40% of them overnight. Read the full interview: https://lnkd.in/gffS_cDN #CustomerExperience #AutomotiveRetail #Group1Automotive #BeyondBetter #GetMore