Redefining the Car Dealership Game: CEO Nick’s Candid Take on AI and Customer Experience

Space Auto CEO Nick Askew recently took the hot seat on the AutoSuccess Executive Spotlight podcast to unpack how AI and a fresh mindset can reshape car sales. It’s worth a watch, but if you have the attention span of a goldfish, we went ahead and summarized his take on where the industry is headed and why everyone at every level within the dealership—from owners to sales staff—should see it as a good thing.

AI Gives Your Team Superpowers, Not Pink Slips

Forget the sci-fi fears—Nick explains why AI is actually a dealership’s secret weapon, not a job-killer. Tools like AI-driven desking help analyze credit, website activity, and lending data at warp speed, cutting hours off car deals. The real magic? Freeing up sales managers to do what they’re best at—connecting with people, not spreadsheets.

🚗 Industry Insight: The NADA highlights that streamlining sales processes with tech can reduce operational costs by 15%. Efficiency isn’t just about speed; it’s about maximizing human potential.

Customers Are Not “Leads” (Stop Treating Them Like It)

Nick’s message is crystal clear: treating buyers as mere email addresses is a dead-end strategy. Today’s shoppers are data-savvy and impatient. They’ve done their research; now they want streamlined, tailored experiences. The win? Creating a seamless handoff from online shopping to in-person buying.

🔥 Reality Check: We know that customer satisfaction plummets when the online-to-dealership handoff is clunky. The takeaway? People aren’t walking, talking dollar signs and don’t want to be communicated to as such. Lay off the pushy, sales-y gimmicks and just…sell them a car.

Play the Long Game: Profits Through Relationships

“Lifetime customer value” isn’t just buzz—it’s a wake-up call. Nick pushes dealers to think beyond the quick buck. The strategy: make slightly less on one deal if it means earning loyalty that spans multiple purchases, service visits, and referrals.

💡 Stat Attack: A great dealership experience makes customers 80% more likely to return for service and 90% more likely to buy again. Retention isn’t a nice-to-have—it’s your golden goose.

Innovate or Get Left Behind

Nick calls on dealers to stop waiting for OEMs to dictate their tech strategies. Competing with giants like Carvana means stepping up your digital game now, not later. The goal? Empower customers to dive as deep as they want into the buying process without sacrificing control.

🚀 Future-Proof Tip: 61% of buyers aged 35-44 say they would be interested in purchasing digitally. And sure, only a small percentage actually end up doing that…right now. But as we’ve covered before, that makes it so much more important to have a killer omnichannel experience. Otherwise you’re leaving money—and customers—on the table.

The Space Auto Edge

Nick’s advice aligns perfectly with Space Auto’s mission: making car shopping smoother, faster, and downright better for everyone. By leveraging AI and human-centric strategies (ahem like Space Auto ahem), dealerships can turn every customer interaction into a win-win.