Customer feedback is more than a metric — it’s a strategy for growth, retention, and long-term profitability. At the 2025 Vehicle Service & Warranty Lifecycle Summit, attendees will get an inside look at how one of the nation’s top dealer groups is harnessing feedback and reputation management to maximize customer lifetime value.
In the context of warranty management, this discussion will highlight how customer sentiment and transparent communication can directly impact warranty claims, renewals, and post-service loyalty. By connecting warranty processes with reputation insights, dealers can close the loop between service delivery and long-term customer trust.
This exclusive case study will feature insights from two industry leaders:
Max Muncey, Corporate Director, LaFontaine Automotive Group
Since joining LaFontaine in 2018, Max has helped the Group expand from 17 dealerships to 43 retail locations and eight collision centers — earning recognition as one of the Top 25 dealer groups in the U.S. As Corporate Director, he works closely with CEO Ryan LaFontaine on acquisition strategy, automaker partnerships, and long-term growth vision, while leading corporate communications across the organization.
A veteran of the automotive industry, Max previously led PR for the North American International Auto Show (NAIAS) and the Detroit Auto Dealers Association (DADA). His career reflects a lifelong passion for automotive, anchored by his belief that “we don’t build businesses, we build people — and the people make the business.”
Max brings a unique perspective on how warranty management, customer communication, and reputation building intersect to ensure not just one-time transactions, but lasting relationships across LaFontaine’s growing network.
John Gottschalk, Head of Automotive, Reputation
From running his family’s Ford dealership to leading global strategies, John brings 25+ years of experience spanning retail, OEM, and automotive technology. His career includes leadership roles at FordDirect, LotLinx, and serving as CRO of Overseas Military Sales Group.
Now as Head of Automotive at Reputation, John helps OEMs and dealers amplify the customer voice through data, insights, and AI: driving measurable impact and deeper trust across the automotive ecosystem.
John will show how feedback loops tied to warranty programs can strengthen credibility, reduce disputes, and help dealers demonstrate value beyond the sale, reinforcing loyalty in every phase of the ownership lifecycle.
Why Attend This Session
Together, Max and John will show how LaFontaine Automotive Group is using reputation management tools and customer feedback to strengthen loyalty, boost profitability, and enhance customer experience at every touchpoint. Attendees will walk away with a clear understanding of how integrating feedback into warranty management strategies not only reduces risk but also builds stronger customer connections that last well beyond the initial purchase.
📅 Tuesday, October 21
📍 2025 Vehicle Service & Warranty Lifecycle Summit | Detroit
Don’t miss this opportunity to learn how feedback, when used strategically, can transform your customer relationships and bottom line — particularly when aligned with warranty management as a loyalty driver.
🎟️ Discounted tickets are available now — reserve your seat today:
👉 Register Here
