Chris Collins (speaker) argues that the automotive industry is overly enamored with software and tablets, implementing them without attention to actual outcomes. He criticizes the consensus that customers prefer tablet-driven interactions and mini explanatory videos (e.g., about brake fluid) instead of personal, sit-down conversations with advisors.
Well, one is software and tablets. Like we're in love with software, even though we don't pay attention to the outcome. Like we think for some reason we, we have decided like it is a decision that has been made in our industry by who knows who. But it the consensus is unanimous that customers want us to use tablets like that. They don't want to come in and sit down. They want you to show them a freaking video, hit their car, and they want the advisor staring at this tablet all the time, trying to get it work and figure it out or whatever. And that they want to talk about brake fluid. Like that's what customers want to do. They want to watch mini movies about brake fluid.
