Steve Apicella discusses the challenges faced by sales departments in maintaining relationships with customers after a purchase. He emphasizes the importance of earning recurring customers and highlights the need for leadership and effective communication processes. Steve identifies various methods of communication used by dealerships, such as email, phone solicitations, text messaging, and postal mail. However, he points out their limitations and suggests that these methods may not effectively engage customers.Steve also addresses the architectural challenge within F&I (Finance & Insurance) departments in dealerships. He acknowledges the revenue earned through F&I menu presentations but questions whether all relationship value should solely reside there. Steve criticizes the pressure cooker environment created during F&I transactions where customers are expected to make decisions immediately.He emphasizes that exceptional customer service alone is not enough to retain customers; there must be a compelling reason for them to return. Steve mentions how this issue particularly affects service advisors who often lack knowledge about products purchased through F&I departments.Furthermore, he advocates for unifying F&I platforms across multiple providers to enhance customer experience and streamline digital engagement.Overall, Steve stresses the significance of intentionality, leadership, effective communication processes, and providing reasons for customers to return in order to foster lasting relationships with dealerships' customers.Steve Apicella discusses the use of push notifications as a highly engaged method of communication. He emphasizes the importance of using technology and user experience to enhance customer engagement and increase revenue. Steve also highlights the need for dealerships to integrate sales and service departments to provide consistent exceptional service throughout the customer's ownership experience. He draws parallels between Amazon's successful customer engagement strategy and how it can be applied in automotive retail.Steve Apicella emphasizes the importance of a unified experience throughout the entire ownership journey, from before to after the sale. He highlights that customers feel the current fragmentation and disconnection between sales and service. Corey Smith agrees and adds that delivering exceptional customer service is crucial for recurring business and revenue growth in dealerships. Steve encourages dealerships to take action, be part of the solution, and consider different perspectives to provide a positive outcome for everyone involved. They discuss ways to bridge the gap between sales and service, including intentionality and effective implementation strategies. Steve also shares his contact information on LinkedIn or Strategic Dx's website for further conversation. Overall, they stress the significance of consistent messaging, delivery, process, leadership, teamwork, training in delivering a legendary customer experience that keeps customers coming back while inviting others into their establishment.