We’re all well aware of the importance of service retention – if the customer doesn’t come to the dealer, it’s exponentially harder to put genuine parts on the car.  However, we’ve always assumed service lane customers are mostly getting genuine parts even though we know parts manager purchase loyalty isn’t 100%.  Some OEMs have parts loyalty programs that also apply to service – how successful are these programs and how can they be expanded?  Certain parts categories (mostly wear items) are loyalty risks, yet we rarely (if ever) discuss OEM initiatives to increase purchase loyalty on these categories in the service department.  For example: some dealers, particularly from dealer groups, may purposefully avoid the OEM tire program.  What can OEMs do to regain loyalty and how can the service department help?  We expect this session will be discussion heavy and fairly light on OEM case studies.