Dealers & OEM's 

Case Study:  Larry Strom - Champion Chevrolet

Customer Delight as a Dealership Profitability Strategy 

Larry Strom is the dealer at Champion Chevrolet.  It is his philosophy that sometimes you have to do things that don't necessarily make sense financially or otherwise, but that they always work out right in the long run.  Listen to the voice of his customers describe how they feel about it.  We think it makes a pretty good argument as to why a vehicle manufacturer needs a healthy, profitable network of car dealers so that they have the money to invest in making consumers delighted.

Related discussion group:  Policy expense or cost of customer delight - what experience do you have?