Why CSI Is Broken and What's Replacing It | Cuyler Owens, CEO of Widewail

Cuyler Owens is the CEO of Widewail, a customer reputation and review intelligence company that works with thousands of dealership rooftops across the country.

He built software companies before coming into automotive, and now works alongside a market advisory board of dealer principals to turn millions of customer reviews into staff coaching, training, and revenue decisions.

Topics:

00:20 Incentives Ruin Survey Data.

02:30 Reviews Are A Free Focus Group.

06:50 AEO Values Recency And Volume.

08:40 ChatGPT Found A Low-Pressure Dealer.

16:05 38% Of Bad Reviews Hit F&I.

18:15 Incentivized Surveys Are Biased.

38:10 Communication Boosts Average RO.

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