Amazon has launched an online hub for car buyers. General Motors has partnered with ride-hailing company Lyft. Technology is evolving at a rapid-fire pace. And consumer expectations have never been higher.

These are some of the forces and changes at work that are disrupting the auto retail industry, and dealers need to be prepared to adapt quickly.

That’s why the theme for the 2017 Canadian Automobile Dealers Association (CADA) Summit is, “Change isn’t coming. Change is now.”

“We’ve been talking in the last couple of years about how things are going to be changing. But now, all of a sudden, change is upon us,” said Bonnie Wasser, Industry Relations Officer for CADA, and coordinator for the Summit in an interview with Canadian auto dealer.

Registration is now open for the annual event, to be held Feb. 15, 2017, at the Omni King Edward Hotel in Toronto. It brings in dealers from across Canada to hear world class speakers discuss thought provoking topics that are changing the auto industry. The event is backed by an exclusive sponsorship with TD Auto Finance.

One of the keynote speakers for 2017 is Robin Chase, transportation entrepreneur and co-founder and former CEO of Zipcar, the largest car-sharing company in the world. Chase will talk about the sharing economy, which is already having a profound effect on mobility, said Wasser.

Other planned topics include trends and developments in technology and how they will impact the dealership, electric vehicles and provincial government policies surrounding them, best retail practices and the future of dealerships, said Wasser. She also confirmed an economic panel, manufacturer’s panel and a luncheon in which the annual DSI awards will be presented.

“We’re excited about the sessions we are developing,” said Wasser. “We know that auto dealers will benefit from hearing what these speakers have to say.”

To register visit: www.cadasummit.ca.

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British Columbia dealers gathered recently in the mountain resort municipality of Sun Peaks for the annual BC Auto Industry Conference.

Held by the New Car Dealers Association of BC (NCDA), the jam-packed event brings dealers, industry suppliers, partners and government stakeholders together to discuss issues facing the auto sector and the province.

The event kicked off with a fun Amazing Race Adventure Challenge before dealers got together to tackle industry issues head on.

Blair Qualey, President & CEO of NCDA, told dealers that the conference would be ‘a bit of a marathon.’ Attendees heard from a range of speakers covering topics from digital marketing, to cyber threats, legal issues and opportunities within the auto industry.

“Hearing all of these speakers will remind them that you’ve got to keep informed. Everything is changing so quickly, all the time. If you take your eye off the ball, you’re not going to get across the finish line,” said Qualey in an interview with Canadian auto dealer.

The event kicked off with a special video message from John White, President & CEO of Canadian Automobile Dealers Association (CADA), who provided an overview and update on some key issues the association is working on, such as new vehicle recall legislation and the Bank Act.

“We try to remind dealers that it’s not just about the provincial association — we are part of a federation of provincial associations,” said Qualey to Canadian auto dealer.

Michael Hatch, Chief Economist for CADA, also provided an advocacy and economic update, covering issues such as small business tax issues, auto debt and the resurgence of vehicle leasing.

Craig Wilson, Director of Digital Marketing Data Support for DrivingSales in the U.S., presented key findings from recent research on today’s modern shopper. The research covered thoughts and feelings that drive perceptions about the car buying process, experiences that lead to engagement and what customers want in their retail experience.

Michael Weiler, lawyer with Mike Weiler Employment + Labour Law, and Roderick McCloy, lawyer with Shapiro Hankinson & Knutson, shared the ins and outs of succession planning and
how to handle family feuds. Both lawyers shared tips on drafting written employment and shareholder agreements to help address issues before they go awry.

Hon. Todd Stone, Minister of Transportation and Infrastructure for the province joined Qualey on stage for a Q&A session on issues related to auto industry employment in the province, luxury taxes and the Vancouver Auto Show, among others.

Finding good, skilled workers in the auto industry is one of the biggest challenges for dealers, said Qualey. But that afternoon, dealers heard from Kevin Baumgart, VP of Business Development at Hireology, on how to attract top-tier candidates, and millennials in particular.

In addition, dealers also learned about some of the myths in the auto remarketing sector, along with handling cyber security threats and preparing for them.

The conference capped off with the Chairman’s Dinner Gala, which featured a special presentation from Special Olympics BC and a live auction with ADESA.

The post Rising to the challenge appeared first on Canadian Auto Dealer.

Amazon has launched an online hub for car buyers. General Motors has partnered with ride-hailing company Lyft. Technology is evolving at a rapid-fire pace. And consumer expectations have never been higher.

These are some of the forces and changes at work that are disrupting the auto retail industry, and dealers need to be prepared to adapt quickly.

That’s why the theme for the 2017 Canadian Automobile Dealers Association (CADA) Summit is, “Change isn’t coming. Change is now.”

“We’ve been talking in the last couple of years about how things are going to be changing. But now, all of a sudden, change is upon us,” said Bonnie Wasser, Industry Relations Officer for CADA, and coordinator for the Summit in an interview with Canadian auto dealer.

The annual event, to be held Feb. 15, 2017, at the Omni King Edward Hotel in Toronto, brings in dealers from across Canada to hear world class speakers discuss thought provoking topics that are changing the auto industry.

One of the keynote speakers for 2017 is Robin Chase, transportation entrepreneur and co-founder and former CEO of Zipcar, the largest car-sharing company in the world. Chase will talk about the sharing economy, which is already having a profound effect on mobility, said Wasser.

Other planned topics include trends and developments in technology and how they will impact the dealership, electric vehicles and provincial government policies surrounding them, best retail practices and the future of dealerships, said Wasser. She also confirmed an economic panel, manufacturer’s panel and a luncheon in which the annual DSI awards will be presented.

“We’re excited about the sessions we are developing,” said Wasser. “We know that auto dealers will benefit from hearing what these speakers have to say.”

“Dealers will learn how to adapt to the changes happening right now. It’s not a far off future anymore. Change is here,” Wasser added.

Wasser encourages dealers to continue to check the event website as more details become available. Registration opens online on the event website on Nov. 9, 2016.

Canadian auto dealer will provide ongoing coverage of the Summit.

TD Auto Finance is the exclusive sponsor of CADA Summit 2017.

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The Cox Automotive Canada company said the portal is designed to “seamlessly integrate” with Kia’s systems, providing real-time updates, new vehicle inventory, incentives, aftermarket products and accessories and new CPO data.

The integrated portal will also enable credit application submissions by Kia dealers that are financing transactions through the Dealertrack network. Also, the agreement provides Kia Canada with transactional data, allowing them to proactively respond to market needs in real time, said the company.

“This launch of the Kia portal, powered by Dealertrack, reaffirms our commitment to the Canadian OEM market,” said Richard Evans, Vice- President and General Manager, Dealertrack Canada, in a written release.

“As Kia Canada continues to expand its sales in Canada, it is essential we align ourselves with industry leaders in order to best serve our customers,” said Ted Lancaster, Vice-President and Chief Operating Officer, Kia Canada, in a written release.

“The new Dealertrack portal is one of many initiatives aimed at providing consumers with a smooth, seamless and enjoyable purchase experience. We are very pleased with our Cox Automotive partnership and happy to make the announcement today.”

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Billy Rodrigues, who joined the carmaker in 2009 as the Central Region Manager, will become National Manager, Pre-Owned, Fleet and Remarketing.

Graham MacNab will take over Billy’s role as Central Region Manager.

MacNab first joined Mercedes as Pre-Owned Sales Manager at the Mercedes-Benz Markham corporate retail store. In 2012, he took over the role of Pre-Owned Sales Operations Manager and was then promoted to his current role as National Pre-Owned Manager in 2014.

Christopher Goczan will take on the role of National Manager, Sales Operations and Distribution, in which he will have the opportunity to allocate the broad product portfolio that he and his team built over the years, said the company.

David Sherrard, who held the title of National Manager, Sales Planning, will move to the position of National Manager, Product Management. His responsibilities include ensuring dealers receive the right number of vehicles, combined with timely and effective sales programs on a monthly basis.

“Mercedes-Benz Canada is in an enviable position to have such competent and well-versed individuals within our existing workforce. In this particular case, it has allowed us to give four colleagues the opportunity to widen the breadth of their expertise, while also tapping into a wealth of experience in their respective fields,” said Brian D. Fulton, President & CEO of Mercedes-Benz Canada, in a written release.

He added, “All of them have the energy and relevant knowledge that will allow them to hit the ground running to support the dealer network and fulfill our new and pre-owned sales as well as product planning requirements. I wish them all the best in their new endeavours.”

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Tools of the trade

Bright light – LED lighting system

Find what you’re looking for more quickly with Metalia’s LED lighting system for modular cabinets. The lighting system is available for all of Metalia’s modular cabinets of any height or width, said the company. Metalia added that the LED lighting is effective in every drawer, requires low energy and has a long life expectancy.

Going up – Tire conveyor and wheel lifter

Martins Industries has come out with a tire conveyor to help speed up tire handling by moving tires up and down a mezzanine.
The tool is designed to move passenger and light truck tires up inclines as steep as 60 degrees, said the company.

Special features of the conveyor include a control panel at both ends, and a steel anchor plate located at the bottom of the conveyor for stability. The conveyor works when the four anchors are secured to the floor and the pre-wired electrical controls are plugged into an electrical outlet of 115-Volts or 220 Volts.

The installation process lasts just a few minutes, said Martins Industries. Cleats on the conveyor belt help to ensure that the tires are secure.

The post Shop talk appeared first on Canadian Auto Dealer.

Invest in Wi-Fi and other technology amenities in your service lounge, said J.D. Power in its latest study.

The 2016 Canadian Customer Service Index Long-Term [CSI-LT] Study, which measures satisfaction and intended loyalty from owners of vehicles four to 12-years-old, found that customer satisfaction increased when technology amenities were included in a service waiting area.

For a second consecutive year, Lexus dealerships ranked the highest in customer satisfaction for service. Aftermarket providers took the next top four spots, while Volkswagen dealerships ranked fifth.

“Consumers are demanding a connected service experience,” said J.D. Ney, manager of the Canadian automotive practice at J.D. Power, in a written release.

“From scheduling appointments to interacting with the service advisor to staying connected via unobstructed Wi-Fi access, customers expect these services from their local coffee shop, so why wouldn’t they expect the same of their dealership facility?” Ney added.

Though customers are looking for access to Internet and computers, less than half of Canadian dealerships offer Wi-Fi, and only 17 per cent have computers with Internet access available to customers, said J.D. Power.

Yet Internet access has the highest service facility satisfaction score among dealer customers. Tablet computers and video games — the least offered amenity — came in close second.

Of those surveyed, 53 per cent of customers who had access to Wi-Fi in the dealership said they “definitely will” return to the dealer for future services. This compares with only 42 per cent of customers who say they “definitely will” return to the facility when Wi-Fi is absent.

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Disney bills its theme parks as the “Happiest place on earth,” but they can also be among the busiest on the planet, too. And each time the company adds new attractions, whether it’s a Star Wars Stormtrooper parade or breakfast with the characters from Frozen, the lines grow even longer.

It’s been an ongoing issue for Disney, which has implemented a succession of solutions in an effort to streamline people through the park.

Each new program uses the latest technologies available, but at the same time, the company has to retain the “magic” of the experience for visitors, without any hint of the digital nuts and bolts that make it happen.

Walt Disney made his fame and fortune with cartoons and movies, but his dream was to build a place where families could come for both entertainment and education. He wanted more than a simple amusement park, and when Disneyland opened in Anaheim, Calif. on July 17, 1955, it was the world’s first theme park.

Although Disneyland had been planned for more than 20 years, it was built in just one. Despite everyone’s good intentions, opening day was a disaster.

Disney had sent out 15,000 invitations, but between counterfeit tickets and people finding ways to sneak in, more than 28,000 people crammed in. Rides broke down or hadn’t yet opened, food ran out, and the weather was so unseasonably warm that women got their heels stuck in the softened asphalt.

But it eventually all came together. Disney then began planning an even larger park in Florida, which he announced in November of 1965. He died 13 months later, before construction even began on the site. But the plans went ahead, and Disney World opened in Orlando in 1971.

The parks are a collage of diverse themes, all of them carefully segregated to the point that employees, each costumed for a specific area, get there through underground tunnels. It was an integral part of the park, legend has it, that Disney insisted upon after he spotted someone dressed as a cowboy from Frontierland walking through the futuristic Tomorrowland.

Disney grew up in a small town, and park sections were dedicated to an idealized view of this simpler way of life, along with carefully-sanitized American history.

But behind the scenes, it definitely wasn’t old-fashioned. The company is credited with the first use of audio-animatronics, creating such robotic characters as singing birds and bears.

Disney says it also pioneered 360-degree motion picture technology, the first tubular steel roller coaster and the first computer-controlled thrill ride. One ride had random programming to give riders an unpredictable experience, trackless ride vehicles, and voice-activated, real-time animation so that cartoon characters can have unscripted conversations with visitors.

In the past, if you wanted to see all that, you would buy a paper ticket.

Today, Disney is using high-tech solutions that maintain the magic while getting people through the parks more efficiently, and, once they’re there, make it easier for them to spend more money.

In 1999, Disney introduced its FASTPASS ride reservation system. Instead of standing in line to get on a popular ride, visitors would go to machines located by each one, which spit out tickets stamped with a reservation time. Go away and see other things, come back at the indicated time, and get right on Space Mountain.

It wasn’t flawless, especially when visitors discovered loopholes to get around wait times and the number of reservations they could make, but it laid the groundwork for more technical systems to come.

It was replaced in 2014 with the paperless FastPass+, which lets visitors reserve their rides online, with a mobile app, or at kiosks in the park. This can be done up to 60 days in advance, but the technology allows visitors to make changes right up to the reservation time.

FastPass+ still exists, but Disney has since added MyMagic+, estimated to have cost $1-billion to develop and roll out. The key is a battery-operated wristband, dubbed the MagicBand, that contains a radio transmitter and RFID chip.

All of a visitor’s preferences are loaded into the wristband, and there’s a lot crammed in there. The band gets the visitor into the park and onto rides at reserved times. If he or she is staying at a Disney resort, the wristband also works as an electronic door key, and can be used on payment readers to buy merchandise.

Beyond that, anything reserved in advance can be loaded into the wristband. Characters can call children by their names, or dinners can be delivered as soon as visitors arrive at their restaurant table.

The company also offers a full service package, called Magical Express, that takes over as soon as travellers check their bags at the airport on their way to Florida. At the Orlando airport, they board a shuttle to the resort, while Disney employees collect their tagged luggage and take it directly to the room.

From the visitor’s point of view, it is magic: shorter lines, no paper tickets, no cash, and Mickey Mouse greeting children individually by name.

From Disney’s viewpoint, it’s an investment that streamlines its processes while improving the customer experience. It can also make visitors more open to add-ons such as character-themed meals or visits to the gift shop.

It’s also a tip of the iceberg technology, because it can ultimately give Disney the ability to track visitors at any point in the park. Employees could proactively tend to guests who need assistance, or divert crowds when areas get too busy.

It can also provide real-time information on the people that come in — more than 20 million went to the Florida park in 2015 — including where they go, what they do, and when they do it.

People who might normally protect their privacy will gladly give them that information in return for the convenience. Many companies talk about leveraging Big Data, but in many ways, it looks like Disney might be the first of a new generation of retailers and experience providers to actually make it happen.

The post FastPass to customer service appeared first on Canadian Auto Dealer.

Jaguar Land Rover has come up with a new way to put prospective customers behind the wheel of Jaguar Land Rover vehicles. It’s called the Art of Performance Tour, in which buyers can experience the brands in a fun environment.

One such event was held Oct. 21 at Toronto’s Ontario Place, in which Canadian auto dealer and other attendees were invited to take a Jaguar XE, F-TYPE and F-PACE through a series of test drives on different closed courses. Attendees were able to experience the off-roading capabilities of the Range Rover Sport, which drove up and down a hydraulic lift on a 45-degree angle.

“The best way to get people into our showrooms and to help our dealers is to get people test driving them,” said John Lindo, Public Relations Manager for Jaguar Land Rover Canada, in an interview with Canadian auto dealer.

The Ontario Place stop on the tour brought out special guests to honour the 2017 Invictus Games: Natacha Dupuis, Invictus Games 2017 Team Canada Co-Captain, and Vimy, mascot for the games.

Jaguar Land Rover is the 2017 sponsor for the Invictus Games in which more than 550 ill, injured and wounded soldiers from around the globe will compete in various adaptive sports. The 2017 games will be coming to Toronto on Sept. 23-30.

Dupuis also took part in the test drives to help prepare for a driving challenge in the upcoming games.

“This is so exciting. It will be nice to practice,” said Dupuis in an interview with Canadian auto dealer.

Lindo said the games are synonymous with the spirit of the Jaguar Land Rover brand.

“The Land Rover slogan is “above and beyond,” and the whole games is about the triumph of the human spirit, overcoming obstacles,” he said.

Jaguar Land Rover dealers will be able to get involved in the 2017 games, Lindo added.

“Dealers are very excited — they think it’s a great cause. We are going to be working with our dealers to be sure we are doing something in our showrooms and we really partner with them as much as we can.”

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Decarie Motors is commemorating its 70th anniversary with the grand opening of its new state-of-the-art facilities for Bentley Montreal, Aston Martin Montreal and Decarie Signature.

The new building will add 46,000 square feet to Decarie Motors’ current square footage, making it one of Quebec’s largest luxury automotive dealership facilities, said the company.

“This is our way of demonstrating leadership and remaining at the cutting-edge of our industry for the benefit of our customers and our brands,” said Joel Segal, President of Decarie Motors, in a written release.

“My late father founded Decarie Motors in 1946 and he would have been tremendously proud of this new phase. Since the beginning, we have been providing outstanding vehicles to discerning car buyers, with uncompromising levels of customer service. This showroom, which began with the acquisition of the land in 2012, elevates our commitment to a whole new level,” Segal added.

The 70th anniversary event will be held on Nov. 2, 2016, in Montreal.

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Canada’s automotive journalists are putting new vehicles to the test to see which ones are the best in market.

Automobile Journalists Association of Canada (AJAC) announced its rigorous ‘TestFest’ program is underway for 2016.

Vehicles are taken on a series of tests that represent and simulate various driving conditions. They are evaluated and scored on criteria such as passenger comfort, noise levels, ease of entry and exit, visibility, cargo space, fuel economy, braking distances and more, said AJAC. Each reviewer tests vehicles back-to-back in each category.

The best vehicles are up for awards in specific categories, as well as the overall Canadian Car of the Year, Canadian Utility of the Year, Canadian Green Car of the Year and Canadian Green Utility Vehicle of the Year.

“Whether a vehicle wins or not, the public can see exactly why, since all the testing and voting data is published online. This is not a popularity contest. When we declare a winner, we have hundreds of thousands of data points from controlled test drives to back it up,” said Justin Pritchard, co-chair of the Canadian Car of the Year Committee, in a written release.

Testing started on Oct. 24 and goes until Oct. 28, 2016 at Canadian Tire Motorsports Park in Clarington, Ont. The winners in each category will be announced later this year, while the overall winners will be presented in 2017 at auto shows in Montreal, Toronto and Vancouver, said AJAC.

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Canadian Black Book has added three new members to its senior management team, led by company president Brad Rome.

Cole Reiken is the new Vice-President of Digital Strategy and Product Management for the company, with previous experience at Kijiji.ca, Driving.ca, Auto Trader and eBay Motors, said the company.

Reiken’s hiring comes a few months after Brian Murphy, Vice-President of Research and Editorial, was brought on. Murphy is CBB’s lead analyst, and he provides expertise in global automotive consulting, product planning, pricing and market research.

Richard Phillips, who joined Rome as a consultant in late 2015, has evolved with the company to become Vice-President of Business Development and Marketing. Phillips has worked on the agency side for over 25 years, and has developed marketing and business strategies for various OEMs.

“We have an unmatched, dedicated team at Canadian Black Book, but these new additions to our senior management team will open doors for us to continue on our path of adaptation and innovation,” said Rome, in a written release. “The auto business is in constant flux and the team we’ve assembled has been built to address the changing needs of our industry,” he added.

The news comes after the company formally announced that Kathy Ward, President and CEO, had retired.

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