Gary May presented at a conference at the Bellagio Hotel in Las Vegas from October 13th to 15th, 2013 on how dealerships can get more out of their customers. He discussed how the automotive and internet landscape has changed over the past 19 years with the rise of sites like AutoTrader and increased transparency online. May emphasized that dealerships need to focus on customer-centric communication, listening to customers' expectations and providing value. Dealerships also must use customer relationship management systems comprehensively and require follow up processes to improve the customer experience from initial contact through ownership. May stressed the importance of management buy-in, consistent branding, and process execution to fully integrate these changes.