The Drive Podcast: Exploring Automotive Digital Innovations

Car dealerships face a challenge. Many struggle with offering a smooth and modern experience for their customers. Long waits, unclear communication, and outdated tools often leave customers frustrated instead of impressed.

In this episode of *The Drive Podcast*, Jason Harris chats with Todd Katcher from Digital Dealership Systems. Todd brings over 12 years of experience in the automotive industry, helping dealerships improve their systems and connect better with customers through digital innovation. You’ll learn how technology can solve common dealership problems, boost staff efficiency, and create happier clients.

Key Takeaways

• Todd Katcher from Digital Dealership Systems shared how technology improves car dealerships. He discussed tools like digital signage, dashboards, and customer-friendly lounge TVs.
• Digital tools can solve common problems like long waits and service updates. They also improve staff efficiency while boosting customer satisfaction.
• Todd’s company helps dealerships personalize experiences with local branding, real-time data displays, and automated manufacturer content.
• Cross-marketing strategies inspired by MGM’s approach boost loyalty in auto dealerships. For example, Nissan shows how customers move from regular to luxury brands (Nissan to Infiniti).
• Subtle digital messaging on screens encourages upselling without pressure. It builds trust while enhancing the dealership environment with visuals and user-focused designs.

Origin & Connection

Jason Harris and Todd Katcher crossed paths due to a twist of fate—Google mix-ups. Their companies, Digital Dealership Solutions (Jason) and Digital Dealership Systems (Todd), shared such similar names that online searches often caused confusion. This odd coincidence led them to connect professionally.

Both laughed at the frequent name blends but saw an opportunity instead of frustration. “We couldn’t ignore it anymore; people thought we were one company,” Jason once said. That small misunderstanding sparked what became a valuable relationship in the automotive industry.

Todd Katcher’s Background and Entry into the Automotive Industry

Todd Katcher entered the automotive industry with zero experience. He had never even shopped for a car as a customer before beginning his journey. This lack of background didn’t slow him down, though.

Over 12 years, he visited more than 500 dealerships across the country. Each stop became a learning opportunity as he asked sharp questions and observed dealership operations closely.

His approach was simple but effective—listen, learn, and adapt quickly. Todd’s curiosity helped him grasp the industry’s details that most overlook. By engaging in conversations with dealers and staff, he built a strong foundation of industry knowledge from scratch.

His ability to thoroughly explore processes turned this unfamiliar sector into familiar territory in no time at all!

Origin of Digital Dealership Systems

The idea sparked in 2007-2008. A car dealership approached with a request to create digital signage customized for their stores. Todd already operated a digital sign network in Nashville bars and restaurants, showing ads on screens over drinks and food.

This simple request turned into something much bigger. He realized dealerships needed personalized tech solutions like this to differentiate themselves. Digital Dealership Systems was born, combining modern visuals with an engaging customer experience inside showrooms. It transformed how dealerships communicated with visitors forever.

Product Development, Goals & Industry Integration

Todd Katcher shaped products by directly asking dealerships, “What do you want?” This simple but bold approach made tools like service status boards and digital sales leaderboards possible. These tools solved real problems while boosting dealership efficiency.

Setting clear goals was the starting point for Digital Dealership Systems. The main aim centered on crafting brand messages that stand out within dealership spaces. Many dealerships were missing this mark by focusing too much on direct sales tactics, which often left customer satisfaction in the dust.

Digital Dealership Systems also focused on industry integration. Their solutions worked seamlessly with existing systems, avoiding extra hassle for staff. This practical design kept things flowing smoothly while helping dealerships stay ahead in a competitive automotive market.

The push wasn’t just about selling cars. It was about building trust and clarity with customers through brand and price transparency. This involved prioritizing internal marketing, an area Todd pointed out was often overlooked or underfunded by dealerships.

Creating memorable customer experiences became key to achieving these initial goals while staying ahead in a competitive market.

Solving Dealership Challenges

Dealerships often face issues like brand transparency and service status updates. Digital Dealership Systems tackles these with simple, cost-effective tools. Their systems keep customers informed in real-time, building trust without breaking the bank.

Small details make a big difference—just like 5-star hotels in Las Vegas wow guests with seamless service.

Improving communication can reduce customer frustration. For example, digital signage streamlines information sharing while freeing up staff for personal interactions. These solutions don’t just fix problems—they enhance the overall customer experience, creating loyalty along the way.

Digital Signage and Dashboard Products

Digital signs and dashboards bring dealerships to life. They keep customers informed, while guiding staff with clear, real-time updates.

Performance Monitoring System

A real-time performance system helps dealerships hit their goals. Big boards, shared reports, and daily emails keep everyone on track. Mobile devices ensure updates are always within reach.

Data refreshes every 15 minutes, offering live insights into Customer Satisfaction Index (CSI) scores and trends.

Progress is clear as key stats appear instantly for leaders to review. Tracking goals becomes simple with these tools in place. This setup empowers teams to focus on growth while staying informed about shifting metrics all day long.

Customer-facing digital signs

Customer-facing digital signs transform dealership spaces. These include video walls, “Dare to Compare” boards, and customer lounge TVs. They provide family-friendly content without commercials, creating a welcoming atmosphere. Service status boards keep visitors informed about repairs or wait times, reducing frustration.

Dynamic visuals make the buying process engaging and interactive. Sales appointment boards showcase efficiency while boosting trust. Dealerships can highlight promotions or services subtly through these signs. This technology leaves a strong impression on customers, increasing satisfaction and loyalty.

Employee-facing dashboards

Employee-facing dashboards replace old dry-erase boards. They help dealerships manage sales, service, and BDC operations efficiently. These tools show real-time performance data to keep staff motivated throughout the day. Clear goals inspire teams to push harder.

These dashboards improve internal communication with visuals that everyone understands at a glance. Managers can track progress easily without messy paperwork or delays. Keeping employees updated boosts morale and smoothens daily workflows for better results overall.

Popular Products and Unique Features

Dealership lounges are getting a facelift with smart digital tools. These products create comfort, keep visitors engaged, and improve the waiting experience.

Commercial-free customer lounge TV service

Guests won’t see pesky competitor ads interrupting their experience. This service plays only pre-screened, family-friendly content, creating a calm and neutral space. A single complaint about any program triggers instant removal—no exceptions.

Every dealership’s lounge deserves this kind of attention to detail. It keeps customers focused on the dealership brand instead of outside distractions. Think comfort, trust, and engagement rolled into one screen without the noise of traditional TV interruptions.

Pre-screened, family-friendly content

Dealerships thrive on creating a welcoming atmosphere. Pre-screened, family-friendly content plays a huge role in this effort. Digital Dealership Systems keeps offensive or inappropriate material off customer-facing screens. This thoughtful approach ensures every visitor feels comfortable, whether they’re parents with kids or professionals grabbing quick service.

Commercial-free TV services enhance waiting areas without awkward interruptions. Safe and clean programming reflects the dealership’s values while boosting customer satisfaction. This smart strategy communicates care for clients’ experiences in subtle but impactful ways, driving trust and loyalty forward.

Content Creation and Management

Dealerships can shape their environment with the right content, blending information and branding effortlessly. Automated tools make adding manufacturer materials a breeze while offering creative options for local touches.

Automatic inclusion of manufacturer content

Manufacturer content uploads automatically. This feature saves dealerships time, compared to competitors who require manual updates. It ensures the latest OEM promotions and guidelines stay up-to-date—no extra steps needed.

Dealers can focus on customer service instead of wrestling with tech.

This system improves communication between brands and customers in real-time. Messaging stays cohesive across all touchpoints inside the dealership. From digital signs to dashboards, each screen reflects accurate information effortlessly, boosting trust and engagement without lifting a finger.

Customization options for dealerships

Dealerships can easily add their own videos, promotions, or custom messages to digital screens. This creates a more personal connection with customers. By aligning content with the dealership’s branding, they strengthen loyalty and stand out in the competitive automotive industry.

Digital systems allow for dynamic communication that matches each dealership’s style. Whether highlighting local events or new offers on used cars and electric vehicles, dealerships gain full control. These tools also support family-friendly content in lounges while delivering professional messaging upfront.

Customizing the Customer Experience and Engagement in Dealerships

Every dealership has a different story. Digital Dealership Systems works to match that by adjusting how customers experience their visit. From digital signage personalized to localized branding, to managing layers of messages from manufacturers and groups, the aim is clear—make every customer feel understood.

Consistency is key in creating trust. Whether it’s displaying family-friendly lounge TV content or promoting EV charging stations, dealerships can control the environment effectively.

This approach supports staff while delivering a unified marketing message across all areas of interaction. It’s about more than just selling cars—it’s building connections through thoughtful, personalized tools that make people smile and stay engaged longer.

Dealerships can shape how customers feel through small, smart adjustments. Digital tools gently guide buyers and boost sales without being pushy.

Controlling the dealership environment

Scent, sound, and visuals can shape a customer’s mood. Subtle digital messaging on screens quietly pushes upgrades or services without being overbearing. A clean, organized space also lowers stress levels and keeps customers engaged longer.

Reliable technology impacts this control greatly. Systems like Digital Dealership Systems give dealerships tools to manage their environment seamlessly. With consistent branding throughout the buyer’s journey, trust builds faster.

Even simple touches like scent machines or curated playlists create memorable experiences that set dealerships apart from others in competition.

Subtle digital messaging for upselling

Digital screens can quietly suggest upgrades without making customers feel pressured. A customer waiting for service might see a message about eco-friendly tires or extended warranties on their vehicle.

These subtle messages serve two purposes—they spark interest and drive sales naturally. This approach avoids the awkwardness of direct upsell attempts by staff, creating a relaxed yet effective interaction.

Conclusion

Think of how marketing companies build loyalty—dealerships can do the same. It’s about creating trust and guiding customers to stay with your brand from their first car to the next. Todd Katcher shared sharp insights into dealership innovation. His focus on improving customer experience strikes a chord with modern automotive leaders. From digital signage to employee dashboards, his solutions are both practical and efficient.

They tackle real issues like transparency and service delays while boosting marketing efforts. Strong marketing strategies help dealerships achieve this shift smoothly. For example, using digital dealership systems can enhance customer experience at every level. Engaging interactions make buyers stick, whether they’re purchasing used cars or high-end electric vehicles (EVs).

FAQs

1. What is discussed in “The Drive Podcast” episode with Todd Katcher?

This episode dives into automotive digital innovations, focusing on dealership technology, customer experience, and the role of digital dealership systems in modernizing the automotive industry.

2. How does Todd Katcher view advancements in dealership management?

Todd highlights how tools like digital dealership systems are reshaping operations by improving efficiency and enhancing profitability for dealerships.

3. Does this podcast address environmental concerns within the automotive sector?

Yes, it touches on topics like electric vehicles, ecological sustainability, reducing greenhouse gases, and sustainable development to balance innovation with environmental responsibility.

4. Are philosophical or ethical aspects covered during the discussion?

Absolutely! The conversation explores deeper themes such as motivations behind technological progress, materialism versus idealism, and ethics in adopting environmentally sustainable practices.

5. Is there any focus on broader impacts beyond dealerships?

For sure! It examines connections between the automotive industry’s growth and its effects on ecosystems like coral reefs and marine life while discussing tipping points related to climate change.

6. Why should listeners tune into this particular episode of “The Drive Podcast”?

This episode blends practical insights about dealership technology with big-picture ideas—covering everything from reinforcement learning to leadership skills—all while keeping a sharp eye on what matters most: people and planet alike.