[USER=16794]@Jon Singo[/USER] DR failed because car shopping's complexity has been undervalued. Ask [USER=2]@Alex Snyder[/USER] about his wife's Aviator shopping journey. I personally know nothing about it, but, I know the Aviator (& its competitors) are very complex VINs.
See carvana. it's a roofless dealership. Without it's call center army, they'd die overnight.
Ok, I'll bite. If it's a dealer CX issue, then where are the winners? Where are dealer visionary leaders that are executing this CX and smoking the ball over the fence?
From my POV, the steps in buying a car is like buying a High Def Flat Screen from Best Buy. Research Online, Go to the Showroom, Buy Offline.
[USER=9]@kevinfrye[/USER], where are you? 
