Business View - August 2015 49
competency and character, which means we expect
them to make the right decision and do the right thing,
even when it’s hard.”
That combination of an empowered team of employ-
ees and a focus on exceeding their customers’ ex-
pectations has led Summit to be on the lookout for
new ways to enhance the customer experience it de-
livers. So as it expects to acquire and optimize more
existing dealerships in the coming year and possibly
break ground on new ones, the company is also pay-
ing close attention to the ways technology is changing
how consumers shop for cars. Carmichael is confident
the company will continue to innovate in an evolving
marketplace through its digital experience, automa-
tion, and relevant customer experience. “Consumer
behavior and preferences are changing very quickly,”
he says. “They want to be in control of search and
selection. They want lots of information about costs,
payment, and the vehicle itself. So we’re going to au-
tomate more and more to provide customers with the
AUTOMOTIVE
