When we think about customer loyalty from the OEM perspective, two key things come into consideration: the customer needs to come into the dealership for service, and their vehicle needs to be serviced with genuine OEM parts. Both are critical to grow revenue and maintain a healthy parts and service business. This session will focus on both areas to get a holistic view of the key drivers of lost sales in the service lane. First, what are the actual root cause issues driving customers away from dealerships? Is it price? Convenience? Appointment lead time? Where exactly in the customer journey are dealers losing retention and why? Then, how are OEMs ensuring genuine parts are used in the service? What is the average dealer purchase loyalty? How are OEMs measuring this, and how are they working to increase?