Leveraging 19 Million Reviews to Build Trust and Grow Dealer Profits with Melissa Terrell

Today, Kaylee Felio chats live from the NCM Fuel the Future Fixed Ops Summit with Melissa Terrell, whose company is transforming how dealerships leverage customer feedback. Together, they dig into how online reviews—especially when connected to your DMS data—do more than just boost your Google stars. They become the fuel to fix your foundation, stock smarter, retain more customers, and create winning teams. You’ll learn why authentic review management paired with smart automation is not just another box to check—it’s the difference between falling behind and being the local leader. Listen in for fresh ideas on turning customer insights into clear, monthly actions that free up parts managers to focus on growth, not just putting out fires. **--------------------------------------------** **Takeaways** 1. Feedback is the foundation that drives sustainable growth 2. Actionable intelligence beats data overload 3. Authenticity wins online and in the store **Chapters** 00:00 Introduction with Kaylee Felio 04:11 Exploring vendor demos for dealerships 07:12 Handling service advisor calls 09:41 General agreement and acknowledgment **Kaylee Felio** LinkedIn: https://www.linkedin.com/in/kayleefelio Website: https://www.partsedge.com