In today’s digital-first environment, your dealership's long-term success hinges on more than just what you sell — it depends on how you listen.On this episode of FWRD, hosts Corey Smith and Eric Jauregui sit down with Jeane Reitelbach, a brand strategist with 27 years of marketing experience and over a decade in automotive retail, to unpack how the Voice of the Customer can shape your operations, leadership style, and even your Google rankings.Jeane shares dealership-tested strategies like:How AI and search engines are ranking your dealership based on review sentiment and responsivenessTurning one-star reviews into team-building moments with “lunch and learn” sessionsThe power of asking “Did this feel thoughtful and professional?” as a standard closing questionTracking CSAT, NPS, and market share down to the individual team memberHow professional platforms like LinkedIn influence brand perception — and recruitment — through AI sentimentIf you're a GM, Fixed Ops leader, or anyone focused on retention and reputation, this episode will give you a fresh perspective on using feedback as fuel for growth.