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I read that and enjoyed the insight. There is no questions that car buying HAS transitioned. But the interesting figure there is that 2-3 percent of buyers transacted entirely online. Honestly, that's not an earthshattering number when you consider the following:

• In 1997 autobytel said that in 10 years more than half of purchases would be entirely online
• In 2007 autotrader said the same thing
• In 2016 EVERY vendor at DSES and other conferences are pitching the same message

MEANWHILE...

• Yes, transactional websites are new, but after 20 years one would think that transaction number would be higher, especially in California. Pretty sure it would be lower in Alabama or West Virginia based on my interactions with dealers there
• Dealers have to assume that EVERY customer shopped online (everyone has a friend or relative helping them)
• The WHOLE DEALERSHIP is the internet department and should be trained on CRM and best practices
• OEMs still require bigger and bigger brick facilities and they remain on the main drag, very location-centric

Buying a car is and will always be VERY PERSONAL for people. Dealers must adapt to new technology and communications methods, but the fundamentals of a quality experience EVERY STEP OF THE way is more important than ever.

I had an operator tell me to 'hang on' the other day when she put me through. Really?  My bet is her head is buried in her phone when a shopper walks in the front door too. Dealers and staff must be BETTER at the traditional requirements of business, given the reach of social media, AS WELL AS embrace today's realities of online sales. IMHO, of course