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Lessons Learned Leading The Digital Retail Revolution with Erin Fallon & Jeremy Nowling
Manage episode 423115769 series 3398066
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In this engaging ASOTU CON session, Michael Cirillo hosts Erin Fallon, Manager of Enterprise Dealer Success at Upstart, and Jeremy Nowling, Sales and Digital Retailing Director at Rohrman Automotive Group. The discussion centers around improving the car buying experience by bridging the gap between online browsing and in-showroom interactions. They delve into the challenges of transitioning customers from their digital journey to physical dealerships, emphasizing the importance of recognizing and building upon the work customers do online. Erin and Jeremy highlight the role of Upstart's tools in streamlining this process, ultimately enhancing customer satisfaction and boosting sales effectiveness.
Key insights include the impact of effective CRM usage, tailored follow-up strategies, and continuous training to maximize the benefits of digital retailing tools. Jeremy shares impressive data on lead conversion rates, underscoring the importance of a well-implemented process. The session concludes with a discussion on AI's role in improving credit assessments and facilitating quicker approvals, thereby increasing efficiency and opening up new opportunities for both dealers and buyers.
0:00 Intro
0:37 Discussion on improving the online-to-showroom customer experience
1:25 Erin Fallon identifies disconnects in the customer journey
3:00 Jeremy Nowling emphasizes tailored follow-up and digital retailing training
4:16 Importance of recognizing customer research and journey
5:18 Jeremy shares data on lead conversion and success rates
7:48 Training and integrating tools into dealership processes
10:14 Exploring AI's role in enhancing credit assessments and approvals
Thanks to Effectv for making this episode of ASOTU CON Sessions possible! Learn more about Effect here: https://www.effectv.com/
Watch Upstart's Fireside Chat with Erin and Jeremy here: https://youtu.be/BLxhOGXwuyc
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