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Want to know what today’s top industry leaders are recommending to elevate customer experience?
Car Wars continues its Expert Series with another candid conversation between two automotive veterans who bring decades of perspective and practical insight to the table. This time, they are diving into how to improve customer experience at your dealership.
Car Wars CEO Stephane Ferri and Automotive Senior Advisor David Kain sit down to talk about what truly drives dealership success today, the customer journey. From the first call to the long-term service relationship, they’ll unpack how leading teams are creating consistent, connected experiences that deliver measurable ROI and lasting ROE (return on experience).
With more than 25 years each in the business, Stephane and David bring a grounded, real-world perspective to what it takes to earn and keep customers for life. You’ll hear why the service department has become the heart of dealership retention, how to balance technology and people across the customer lifecycle, and what it means to measure success beyond the sale.
What You’ll Hear in Episode 2:
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The Full Customer Journey:
How the best dealerships connect sales and service departments to deliver a seamless experience from start to finish. -
The Service Department's Role in Retention:
Why service is the foundation of loyalty, reputation, and sustainable revenue growth. -
ROI and ROE in Focus:
How leading dealers are balancing profit with strong customer relationships to build lasting success. -
Real Insights from Real Leaders:
Stephane and David share tangible takeaways dealers can put into action right now to elevate every customer interaction.
Stay tuned for more episodes in the Car Wars Expert Series, real conversations with the people shaping the future of automotive.
Stephane Ferri
CEO, Car Wars
Stephane Ferri is CEO and President of Car Wars, bringing more than 25 years of automotive leadership to the table. From launching digital strategy at Asbury Automotive to leading high-performing teams at Cox Automotive, Stephane’s track record spans AutoTrader, KBB, Dealer.com, and beyond. He’s helped scale SaaS and MaaS models, guided M&A deals at The Presidio Group, and led PureCars through a strategic transformation. Today, he’s focused on driving innovation at Car Wars, empowering dealers with smarter technology and a stronger path to growth.
David Kain
Senior Advisor, NCM Associates
David Kain is a founder, coach, and industry veteran who’s helped thousands of leaders and teams in automotive, RV, marine, and powersports strengthen their processes and grow with purpose. As the co-founder of FordDirect, Kain Automotive, and Vendor 20 Group Corp, David has dedicated his career to improving customer experience, sales performance, and leadership development. His practical approach to coaching and process design makes him a go-to resource for dealerships looking to create lasting impact.
