Today’s car buyers are more informed and more in control. The 2024 Car Buyer Journey Study from Cox Automotive shows how shifting expectations and smarter tools are shaping every step of the customer experience.

In this episode, Jade Terreberry and Vanessa Ton join hosts Camron Wilson and Michael Hayes to unpack what this year’s research reveals about buyer behavior, dealer opportunities, and the digital tools that make the biggest difference. They talk about the growing demand for hybrid buying experiences, how trade-in friction is becoming a key trust factor, and why more time spent shopping doesn’t mean less satisfaction.

We also get into why dealers who personalize the journey before the deal are seeing better results and what steps you can take now to meet buyers where they are and build loyalty that lasts. If you're looking for real-world takeaways to improve the customer journey and keep buyers coming back, this episode is a must.

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Presented by The National Automobile Dealers Association
https://www.nada.org/