Since the auto industry failed to sell about six million cars during COVID, the used car market is totally disrupted. Customers hang onto their cars for longer, and the long-term effects of this disturbance on the service business have yet to be identified. The impacts on second or third vehicle owners, or on customers who bought vehicles new but have never been retained, could specifically be of interest. If new vehicle customers keep cars for much longer, this segment of customers becomes extremely important. The overall focus of this session will be what do OEMs and dealers do to recapture customers who were either never retained or were retained but have fled the dealer channel.