FEATURE BY MARK QUEEN RUBIK'S CUBE OF RETENTION Modernizing the Customer Experience L eveling up in terms of customer perception has long been a core objective for service managers, general managers, and dealers. In speaking to service managers recently at NADA, " ways to take better care of the customer " was a common search. This is not surprising given some recent realities. FOCUS ON THE LENS OF THE CUSTOMER First, many OEMs shifted from an emphasis on CSI to net promoter models with financial incentives based on retention. Second, despite their best efforts, dealerships appear to be losing service market share and customer trust. Cox Automotive's report, Under the Hood: Opportunities and Challenges in the Service Industry, is one example of franchise dealerships' overall struggles in terms of total service visits and trust from 2021 to 2023. What is causing this trend? Dealers spend thousands monthly on numerous technology systems designed 32https://info.skaivision.com/computer_vision_ai_for_automotive https://info.skaivision.com/computer_vision_ai_for_automotive