Auto makers each year spend millions of dollars trying to figure out how to lure new customers to their brand and how to keep them. Telematics, run-flat tires, stability systems and zero financing rank high on the list. Yet, every major car company offers similar features, so what distinguishes one from another? For starters, OEMs need to get serious about customer satisfaction surveys, because until car dealerships send their service departments to charm school, the rest is just window ...

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