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Big John,

I'm asking Joe C  short, open-ended questions that'll allow him to speak to any level of detail he'd like.

From my seat, e-commerce doesn't work because ALL OUR WEBSITES SUCK.  If our websites were awesome, then, a natural conclusion of weeks of online car shopping would be an online transaction.  

• If our websites are so awesome, then why do customers come in with soooo many questions?
• If our websites are so awesome, then why don't all customers say "where is the red Kia Soul, stock #144235a?"
• If our websites are so awesome, then why is negotiated Price discovery still expected by the car shopper?

I had a chat with a dealer last week.  He offered a remote sale & free home delivery.   The entire transaction is done at the buyers home.  Not one customer wanted the service.  The service failed because... ALL OUR WEBSITES SUCK

IMO, Best Buy's amazing story is far more like our industry.  High-level strategists in our space who are trying to disrupt, should deep dive the Best Buy experience.  And, look to it's bold and brilliant CEO Hubert Joly for his savant-like understanding of consumers. [MEDIA=youtube]FBQMS8VR7X8[/MEDIA]

#Genius