Leadership Q & A

What are Cox companies doing to remain industry leaders despite a challenging economy?

Cox companies are in various stages of transformation, but one thing is certain and consistent — we are reinventing our businesses to support our customers' needs and help them succeed. The singular focus to deliver a customer-centric value proposition is driving innovation and updated business models throughout Cox like never before. With economic challenges that are unprecedented in recent history, it is more important than ever to continue to operate as efficiently as possible, while partnering with customers to ensure we deliver solid results for their business.

Chip Perry — President and Chief Executive Officer, AutoTrader.com

What role does community service play at AutoTrader.com?

Community involvement is a core AutoTrader.com value and a true part of our company's culture. Through the power of participation, our employees give their time and share their talents with the communities we live and work in. It's about involvement, commitment and passion. We are proud to encourage employee volunteerism and community partnerships, and recognize the value it brings our company and our community. Community service strengthens relationships, fosters empowerment, encourages leadership and promotes teamwork. Because of our commitment to community, we are known not only for what we do as a business, but for who we are as a company.

Michele Blondheim — Manager, Community Relations, AutoTrader.com

AutoTrader.com considers an innovative culture to be a critical success factor. Can you give an example of how you foster innovation?

The implementation of AutoTrader.com's Innovation Garage is a good example. Our Garage Web site, which collects ideas from around the company and allows everyone to comment and vote on them, has developed great momentum. We had over 1300 users and 450 ideas in only four months! The Garage has also opened up communication between the Product Strategy Department and the rest of the organization. As ideas are submitted to the Web site, product teams are able to respond, ask questions and give updates on the status of ideas. This really gives our national sales force some visibility into what is happening at the Atlanta corporate office.

Tony Antoniades — Director, Innovation, AutoTrader.com

Similarly, how do you foster customer service within your culture?

We have built our business over the years with the customer at the center of the National Accounts business. At our core is this mantra: understand the client's advertising and marketing wants and needs, then create solutions that satisfy those wants and needs. We also seek to create long-term sustainable business through win-win scenarios. When both parties win, then the relationship is one that is sustainable.

Matt McKenna — Senior Vice President, National Account Sales, AutoTrader.com

One of our key corporate objectives is to help our customers succeed. In order to accomplish this, it is important that we take the time to understand their business and what is important to them. We must listen to our customers as they outline their needs and challenges. Then, we must work closely with them through thick and thin so that we ultimately become long-term partners in their business.

Jim Franchi — Vice President, Customer Operations, AutoTrader.com

What are some specific strategies that have helped strengthen relationships with dealers?

We invited several dealers to our annual sales meeting, where they were involved in training our salespeople about the automotive industry. Our dealers also participated in a panel discussion in front of the entire sales force and shared what is important to them, how we can better serve them, and set our expectations on how to be true advertising consultants. We also created a Dealer Advisory Board for 2009 — a group of customers who will help us shape the future of AutoTrader.com's products and services by understanding our dealers' perspective. Additionally, we have a revolutionary compensation plan for our salespeople that includes dealer success metrics — if they are successful, we are successful.

Alan Smith — Senior Vice President, Dealer Sales, AutoTrader.com