Technology vs Process

If technology and process went head-to-head in a battle which one would win? Would it be technology because of its ability to increase your efficiency and capability? Or would it be process because of its adaptability and repeatability? If you answered neither, you would be right. In fact, technology and process have to work together for either one of them to be effective.

Technology or process first?

In most cases it’s a good idea to implement your process first. Process defines what needs to be done, how it will be done and who will do it. For example, most dealerships have (or should have) a lead handling process that defines how a lead will be handled, from start to sale. It’s this process that defines the requirements of your technology.

Tips for getting the most out of process

Align with your goals: Make sure that your process is set up to achieve a specific goal. For example, your lead handling process is in place to turn leads into sales.

Keep it simple: In the end, a simple process is always easier to execute and leaves less chance of error. Remember, if you abandon the process you risk abandoning the sale.

Document it: A process that lives in your head will be lost if you ever leave the dealership. A key part of creating and implementing a process is documenting it so that it can be reviewed, passed on and revised.

Tips for getting the most out of technology

Align with your process: Look to your process to determine what kind of features or functions you need from your technology

Do your homework: Ask a lot of questions when shopping for your technology. Most importantly ask your potential vendor if their technology can carry out your process.

Avoid overbuying: Some product demos will leave you dazzled with advanced features and functions that you will supposedly “grow into”. Buy what you need today to avoid carrying the added cost of unused features.

Start 2017 the right way by making sure your processes and technology are aligned and ready to achieve your goals.

Need some guidance on honing in or creating a process? We can help.

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Why People Love Brands

What makes someone LOVE a brand? And more importantly, how do you become a brand that someone LOVEs? This question was the focus of a recent study conducted by Accenture Interactive. This wide sweeping study was conducted over 18 months and involved over 27,000 participants living in the US, UK and Brazil.

Participants were surveyed on four industries which included Retail, Hospitality, Automotive and Banking. The results of the study revealed five key dimensions that best characterize a customer’s feelings towards a brand. Together these dimensions make up the “Love Index Score”.

5 dimensions of the “Love Index Score”

Fun – holds people’s attention in an entertaining way

Relevant – provides clear and customized information

Engaging – identifies with individual needs and wants

Social – Connects people with each other

Helpful – is efficient, easy, and adapts over time

Dimensions for Automotive

Although there are 5 dimensions, the study revealed that some dimensions were more relevant to customers depending on the industry. These are the dimensions that customers favoured the most within the automotive industry:

Relevant – keep your website and other online content up to date and easy to understand. Provide options to allow your customer to communicate or buy from you how they want

Engaging – be prepared to do business online and beyond traditional business hours

Helpful – make buying and servicing a car easy. This means looking into individual processes within the dealership to constantly improve the ease of the customer experience


Just because certain dimensions are most relevant to an industry today, doesn’t mean that they will be tomorrow. Disruptors in any given industry usually come in and add a new dimension that changes the rules of the game. Look at Netflix as an example. They completely changed their industry. How did they do it? They gave customers an experience that is fun, engaging and helpful. Something that really wasn’t there previously and it’s what now sets them apart.

Is it possible that getting ahead of the competition is less about doing something better and more about doing something that isn’t being done at all? Wise words by General George S. Patton “If everyone is thinking alike, then somebody isn’t thinking”.

Check out the full details of this fascinating study by Accenture Interactive: