Episodes

Latest Episodes

Facility Improvements for the Customer Experience (feat. Trent Clark)

Tuesday, May 29, 2018 — During Summer 2018, it would be wise to consider a cost-effective renovation to the dealership that doesn’t require bulldozers, only an architect’s insight. Principal of A Plus Design Group, Trent Clark, shares what improvements can be made to the look and feel of a dealership to align with the customer experience without having to break the bank. (Read more)

a plus design group, trent clark, nada 2018

Customer Lifetime Value (feat. Charles Price)

Thursday, May 24, 2018 — In Peter Fader’s book Customer Centricity, he defines ‘customer lifetime value’ as the present value of the future (net) cash flows associated for a particular customer. With over 260,000 customers, Exotics Racing in Las Vegas and Los Angeles understands this concept very well. Charles Price, Corporate Sponsorship Executive, details the process by which Exotics Racing optimizes the customer lifetime value through their tiered approach. (Read more)

exotics racing, customer lifetime value, ferrari 488 gtb, los angeles, las vegas

Driverless Cities, Counties, and States (feat. Rudy Salo)

Friday, May 18, 2018 –For driverless cars to reach scale, adoption must occur between cities, counties, and states. Public finance attorney, Rudy Salo, of Nixon Peabody shares insight on how a driverless utopia can manifest beginning in the state of California. Other questions Rudy answered… (Read more)

nixon peabody, rudy salo, driverless cars, municipal bonds

Thinking about a Career in the Car Business (feat. Jeff Wahl)

Thursday, May 17, 2018 — The psychology of today’s car buyer is heavily influenced by the millennial generation. JD Powers predicts that by 2020, 40% of all new car sales will comprise of millennials. It is inevitable that these same car buyers will eventually be buying from their peers. Dealer Principal and Consultant, Jeff Wahl, trains and recruits prospective dealership employees throughout the United States. Through his eyes, he imparts how dealerships can attract a millennial workforce. (Read more)

jeff wahl, jw & a, wahl associates, wahl automotive, north dakota, devil's land, customer experience

Part 2: The Evolution of Salesperson to Product Expert (feat. Patrick McMullen)

Friday, May 11, 2018 — In part 2 of the Evolution of Salesperson to Product Expert, Kelly and Dennis add further insight and commentary into the interview conducted with Patrick McMullen. Topics discussed in this follow up episode include pay plans, a Driving Sales study, and the Supreme Court case of Encino Motorcars vs Navarro. (Read more)

patrick mcmullen, max digital

Part I: The Evolution of Salesperson to Product Expert (feat. Patrick McMullen)

Thursday, May 10, 2018 — Tensions at dealerships go beyond the salesperson-customer dynamic. Sometimes this tension is an internal battle with dealership staff. As a result, a transformation is occurring at dealerships where more and more dealer executives are moving away from commission-based salespersons to hourly product experts. Patrick McMullen, VP of Strategy and Innovation at Max Digital, discusses external and internal dealership operations at his fictitious “McMullen BMW” store. (Read more)

patrick mcmullen, max digital, salesperson, product expert

Cruise Control: A Convo with Brendan Dolan

Friday, May 4, 2018 — There is a trend in the car business where workers did not make the car business their first priority of a career. One may even say that the car business “siren songed that ship right into the rocks.” This metaphor identifies those individuals who have been lured into the business and have begrudgingly come to love it. (Read more)

brendan dolan, automotive enthusiast, automotive professional

Chat For Appointments Or To Help (feat. Jeff Sterns, Michael Chaparro)

Thursday, May 3, 2018 — Website chats are a necessary tool for communication that has grown and evolved. Whether chat is managed by the dealer, fully managed by a vendor, or used as a bot, its application in a modern dealership creates new opportunities to engage customers if done the right way. Jeff Sterns and Michael Chaparro of Car Chat 24 are highlighted in episode #05 of Wisco Weekly and give credence to proper website chatting. (Read more)

website chat, chat bot, car chat 24, chat lead

Responsible Lending Goes CX (feat. Craig Sims)

Thursday, Apr 26, 2018 — Responsible lending is a delicate balance between customer, dealer, lender, and a credit bureau. When all are aligned, everybody wins. Craig Sims, VP of Equifax Automotive Services, shares his car buying story and how dealers can be heroes to customers when the customers have an affordable payment. (Read more)

equifax, craig sims, credit score, insta touch, power lead

The Most Important Customer Data Points (feat. Marco Schnabl, Napoleon Rumteen)

Thursday, Apr 19, 2018 — Data is widely available these days, and it’s becoming a race to crunch numbers to predict the likelihood of a buyer. Though when you have pole position and some swagger, then data domination is only one lap away. automotiveMastermind is that lead car, and two of their drivers, Marco and Napoleon, are steering towards victory. (Read More)

automotive mastermind, marco schnabl, napoleon rumteen, predictive analytics, behavior analytics, machine learning, big data

An Amenity that Mirrors a World Famous Franchise (feat. Jim Decater)

Thursday, Apr 12, 2018 — Continuing with the theme of the ‘dealership of the future,’ service will no longer just be about a revenue-generating department. One where customers come and go when they need the dealer. Instead, service will be defined with the levels of amenities offered by a dealership.  A car rental program is as old as time, but to how this complements the customer experience needs to be re-evaluated. (Read More)

jim decater, dealer car rentals, turo, hertz, zipcar

The Dealership of the Future According to a VC (feat. Chase Fraser)

Thursday, Apr 5, 2018 — The car business, or better yet “automotive retail,” has been and will continue to see disruption in the way that customers interact with a dealership to buy and service their cars. And in any industry, if you follow the money, you can begin to hedge your operation with a keen and practical eye on how to stay relevant, competitive, and profitable in the future. (Read More)

fraser mccombs capital, autonomous vehicles, dealership of the future

Upcoming Episode

Season 4 starts in August 2018.

Season II

The theme for Season II is “lacking ideas” and Dennis explores better ways customers are buying cars and dealers are selling cars.

View episodes.

Season I

In the Pilot season, Dennis shared real-life customer buying scenarios and discussed dealer issues from his interactions with franchise and independent dealers.

View episodes.

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