{"version":"1.1.0","producer":"fm.getcarcurious","layer":"official","episode":{"title":"Kelly Stumpe | How a Family-First Customer Experience can become a Dealer Advantage","url":"http://getcarcurious.com/episodes/kelly-stumpe-how-a-family-first-customer-experience-can-become-a-dealer-advantage","audioUrl":"https://mcdn.podbean.com/mf/web/3xh8n7nz4i6bnm9x/05-ThreeKeyInsights-FINAL-Audio.mp3","description":"Kelly Stumpe, a third-generation dealer expert and mother of four, joins Sanjiv Yajnik, President of Capital One Auto, to reveal how coloring books, car seat installations, and a treasure chest can become Customer Experience gold for today’s dealerships.\nAs the Founder and CEO of The Car Mom Media, Kelly uses her dual perspective as a former salesperson and a parent to empower families and transform how the auto industry serves them.\nABOUT THREE KEY INSIGHTS \nThe auto industry is being reimagined in real time. To win in today’s landscape, dealers need actionable insights and high-performance tools to take the lead. Hosted by the President of Capital One Auto, Sanjiv Yajnik, this series convenes elite dealers and industry innovators to decode the shifts shaping the future. Known for his \"Customer-first\" philosophy, Sanjiv’s perspective is rooted in the belief that when dealers succeed, the entire industry thrives. His conversations prioritize transparency, pulling back the curtain on the backend infrastructure that powers modern customer confidence. Now’s the time to take the lead.\nThe views and opinions expressed by guests on this podcast are solely their own and do not necessarily reflect the official policy or position of Capital One Auto, Capital One, N.A., or its affiliates. This content is provided for informational and educational purposes only and is not intended to serve as financial, legal, or tax advice. Viewers should consult their own independent professionals regarding their specific individual or business needs.\nCONNECT WITH SANJIV YAJNIK\nLinkedIn: https://www.linkedin.com/in/sanjivyajnik/\nX: https://x.com/sanjiv_yajnik\n"},"annotations":[{"id":414964,"startTime":754.7,"endTime":759.9,"type":"term","title":"EVs","url":"/glossary/ev","quote":"So I am more excited about the EVs and the hybrids that are out there. You know, I think that families were really left out of the conversation early on with the hybrids and with the electric, especially the electric vehicles.","canonicalId":"term:evs","priority":0.35,"confidence":0.95,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"EVs (electric vehicles) are cars powered primarily by electricity stored in a battery, rather than by a gasoline engine. In family shopping conversations, EVs often come down to charging access, total driving range, and how well the vehicle fits everyday errands.","simplifiedExplanation":"EVs are electric cars that run on batteries instead of gas. For families, the big questions are usually how far they can go and how easy it is to charge them.","sourceStartTime":754.7,"sourceEndTime":759.9}},{"id":414965,"startTime":754.7,"endTime":759.9,"type":"term","title":"hybrids","url":"/glossary/hybrid","quote":"So I am more excited about the EVs and the hybrids that are out there. You know, I think that families were really left out of the conversation early on with the hybrids and with the electric, especially the electric vehicles.","canonicalId":"term:hybrids","priority":0.3,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Hybrids use both a gasoline engine and an electric motor to improve efficiency. The “family” angle here is whether hybrid versions of large, frequently driven vehicles can reduce fuel use enough to matter for households that rack up lots of miles.","simplifiedExplanation":"Hybrids use gas and electricity together. The idea is to get better fuel economy than a regular gas car, which can help families who drive a lot.","sourceStartTime":754.7,"sourceEndTime":759.9}},{"id":414966,"startTime":769.9,"endTime":773.2,"type":"concept","title":"fuel efficient","url":"/glossary/fuel-efficient","quote":"And I found it very frustrating because I felt like, as families, we're in some of the least fuel efficient cars on the road. We're driving so much.","canonicalId":"concept:fuel-efficient","priority":0.45,"confidence":0.6,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Fuel efficient” refers to how little fuel a vehicle consumes to travel a given distance, typically measured as miles per gallon (or equivalent efficiency for hybrids/EVs). The speaker’s point is that families often drive a lot, so efficiency becomes a practical requirement rather than just a nice-to-have.","simplifiedExplanation":"Fuel efficient means the car uses less fuel to go the same distance. If you drive a lot as a family, that can make a big difference in cost and convenience.","sourceStartTime":769.9,"sourceEndTime":773.2}},{"id":414967,"startTime":778.98,"endTime":782.3,"type":"car","title":"GMC Hummer EV","url":"/cars/gmc/hummer-ev","image":"https://upload.wikimedia.org/wikipedia/commons/1/1d/GMC_Hummer_EV.jpg","quote":"And instead of bringing me like a hybrid Tahoe, you're going to come out with a GMC Hummer EV for no reason, what felt like no reason.","canonicalId":"car:gmc:hummerev","priority":0.7,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The GMC Hummer EV is an electric pickup/SUV-style vehicle from GMC, known for its large size and high power output. In this conversation, it’s used as an example of an EV offering that doesn’t align with what many families need—especially when they’re looking for better fuel efficiency in day-to-day driving.","simplifiedExplanation":"The GMC Hummer EV is an electric vehicle from GMC. It’s big and power-focused, and the host is saying it doesn’t feel like the right kind of EV for families who care about saving fuel.","imageAttribution":"HJUdall (CC BY-SA 4.0)","imageLicense":"CC BY-SA 4.0","imageSourceUrl":"https://commons.wikimedia.org/wiki/File:GMC_Hummer_EV.jpg","sourceStartTime":778.98,"sourceEndTime":782.3}},{"id":414968,"startTime":788.54,"endTime":792.28,"type":"car","title":"Ford F-150 Lightning","url":"/cars/ford/f-150-lightning","image":"https://upload.wikimedia.org/wikipedia/commons/5/57/2022_Ford_F-150_Lightning%2C_NYIAS_2022.jpg","quote":"...e you can't do it because if you can make a F-150 Lightning, you can make a Expedition EV too.","canonicalId":"car:ford:f150lightning","priority":0.5,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The Ford F-150 Lightning is an all-electric version of the popular F-150 pickup truck. It’s often discussed because it shows how an established truck platform can be adapted for electric power, which matters for buyers who want towing/cargo capability with lower running costs. In a conversation about building other electric vehicles, it’s used as an example of what’s possible when a major manufacturer commits to EV production.","simplifiedExplanation":"The F-150 Lightning is a pickup truck that runs on electricity instead of gasoline. It’s meant to do the same kinds of jobs as a regular F-150, but with an electric motor. People bring it up because it proves that a mainstream truck can be made electric.","imageAttribution":"Kevauto (CC BY-SA 4.0)","imageLicense":"CC BY-SA 4.0","imageSourceUrl":"https://commons.wikimedia.org/wiki/File:2022_Ford_F-150_Lightning,_NYIAS_2022.jpg","sourceStartTime":788.54,"sourceEndTime":792.28}},{"id":414969,"startTime":792.46,"endTime":795.18,"type":"car","title":"Ford Expedition","url":"/cars/ford/expedition","image":"https://upload.wikimedia.org/wikipedia/commons/2/2c/Ford_Expedition_Back_P4220628.jpg","quote":"Because don't tell me you can't do it because if you can make a F-150 Lightning, [792.5s] you can make a Expedition EV too.","canonicalId":"car:ford:expedition","priority":0.45,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The Ford Expedition EV refers to an electric version of the Ford Expedition, a full-size three-row SUV. The host uses it as an example of where electrification should expand beyond trucks and into family-focused SUVs.","simplifiedExplanation":"An Expedition EV would be an electric version of the Expedition family SUV. The point here is that electric tech should be applied to more family vehicles, not just pickups.","imageAttribution":"Wikimedia Commons / CC BY-SA 4.0","imageLicense":"CC BY-SA 4.0","imageSourceUrl":"https://commons.wikimedia.org/wiki/File:Ford_Expedition_Back_P4220628.jpg","sourceStartTime":792.46,"sourceEndTime":795.18}},{"id":414970,"startTime":840.5,"endTime":842.7,"type":"term","title":"IIHS","url":"/glossary/iihs","quote":"And the most exciting part is now we're seeing them prioritize the safety more. [840.5s] You know, the IIHS, who I'm a really big fan of, [842.7s] they have just started including second row crash performance","canonicalId":"term:iihs","priority":0.4,"confidence":0.95,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The IIHS (Insurance Institute for Highway Safety) is an independent U.S. organization that tests vehicles and publishes safety ratings. Here, the host notes that IIHS has started including second-row crash performance in its Top Safety Pick lists, which pushes automakers to improve rear-seat protection.","simplifiedExplanation":"IIHS is a safety testing organization that evaluates cars and gives safety ratings. The host is saying IIHS now looks at how well the second row protects people in crashes, not just the front seats.","sourceStartTime":840.5,"sourceEndTime":842.7}},{"id":414971,"startTime":842.7,"endTime":846.6,"type":"term","title":"second row crash performance","url":"/glossary/second-row-crash-performance","quote":"they have just started including second row crash performance [846.6s] in their top safety pick lists.","canonicalId":"term:second-row-crash-performance","priority":0.5,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Second row crash performance refers to how well the rear seating area protects occupants in crash tests. The host’s point is that IIHS now factors this into Top Safety Pick eligibility, which can drive manufacturers to strengthen rear structures and improve rear-seat features.","simplifiedExplanation":"Second row crash performance means how safe the back seats are in a crash. If safety ratings start measuring this, car makers have to focus more on protecting passengers sitting behind the driver.","sourceStartTime":842.7,"sourceEndTime":846.6}},{"id":414972,"startTime":957.8,"endTime":963.4,"type":"concept","title":"car selection process for families","url":"/glossary/car-selection-process-for-families","quote":"I think the car selection process for families is something that is just really difficult because every manufacturer advertises that like they have the best family car.","canonicalId":"concept:car-selection-process-for-families","priority":0.55,"confidence":0.78,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"This refers to the specific, higher-friction decision-making families face when choosing a vehicle—balancing real-world needs like seating, cargo, and day-to-day usability. The host argues that typical advertising claims are hard to verify without seeing how the vehicle actually works for family routines.","sourceStartTime":957.8,"sourceEndTime":963.4}},{"id":414973,"startTime":966.8,"endTime":975.0,"type":"term","title":"best in class cargo space","url":"/glossary/best-in-class-cargo-space","quote":"Every manufacturer or a lot of the manufacturers advertise they have a through SUV, they have best in class cargo space, they have all this room for the family.","canonicalId":"term:best-in-class-cargo-space","priority":0.45,"confidence":0.86,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Best in class cargo space” is a marketing claim that a vehicle has the most usable storage volume compared with its direct competitors. For family buyers, cargo space matters because it affects how easily you can fit strollers, groceries, sports gear, and luggage without compromising passenger comfort.","simplifiedExplanation":"“Best in class cargo space” means the company claims the vehicle has more trunk/storage room than similar cars in its category. For families, that matters because you need space for everyday items and gear.","sourceStartTime":966.8,"sourceEndTime":975.0}},{"id":414974,"startTime":1021.0,"endTime":1038.7,"type":"term","title":"off-roading performance","url":"/glossary/off-roading-performance","quote":"I go to like all these manufacturer first drive events and, you know, that's all these journalists in a room and all the PR people, they get up and they talk for hours about the off-roading performance of this car.","canonicalId":"term:off-roading-performance","priority":0.4,"confidence":0.8,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Off-roading performance” describes how well a vehicle can handle unpaved or rough terrain—things like traction, ground clearance, and control at low speeds. The host’s point is that many mainstream SUVs are bought for normal driving, so emphasizing off-road capability can miss what most families actually care about.","simplifiedExplanation":"Off-roading performance is how capable a vehicle is on dirt roads, rocks, or rough terrain. The host is saying that for many buyers, that’s not what they’ll use the SUV for.","sourceStartTime":1021.0,"sourceEndTime":1038.7}},{"id":414975,"startTime":1021.0,"endTime":1038.7,"type":"topic","title":"manufacturer first drive events","url":"/glossary/manufacturer-first-drive-events","quote":"You know, I go to like all these manufacturer first drive events and, you know, that's all these journalists in a room and all the PR people, they get up and they talk for hours about the off-roading performance of this car.","canonicalId":"topic:manufacturer-first-drive-events","priority":0.3,"confidence":0.75,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The segment discusses “first drive” events where automakers invite journalists and PR teams to test and talk about new vehicles. The host criticizes how these events can skew coverage toward enthusiast topics instead of everyday family needs.","simplifiedExplanation":"These are press events where car companies let journalists drive new cars and then talk about them. The host thinks the coverage should focus more on real family use.","sourceStartTime":1021.0,"sourceEndTime":1038.7}},{"id":414976,"startTime":1033.46,"endTime":1038.7,"type":"car","title":"Chevrolet Tahoe","url":"/cars/chevrolet/tahoe","image":"https://upload.wikimedia.org/wikipedia/commons/9/9b/Lincoln_Town_Car_FBI_%26_Chevrolet_Tahoe_FBI.jpg","quote":"And I'm over here being like, okay, calm down. Like, it's, you know, like, it's a Chevy Tahoe. It's going to target in the Starbucks drive.","canonicalId":"car:chevrolet:tahoe","priority":0.35,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The Chevrolet Tahoe is a full-size SUV known for family hauling, comfortable seating, and practicality rather than serious off-road use. In this segment, it’s used as an example of how marketing and media coverage can overemphasize off-roading when most buyers will use it for everyday errands.","simplifiedExplanation":"A Chevy Tahoe is a big SUV made for families. It’s usually used for normal driving—school runs and errands—not hardcore off-roading.","imageAttribution":"Wikimedia Commons / CC0","imageLicense":"CC0","imageSourceUrl":"https://commons.wikimedia.org/wiki/File:Lincoln_Town_Car_FBI_&_Chevrolet_Tahoe_FBI.jpg","sourceStartTime":1033.46,"sourceEndTime":1038.7}}],"speakers":[{"id":"s1","name":"Sanjiv Yajnik","role":"host"}],"transcripts":[{"url":"http://getcarcurious.com/episodes/kelly-stumpe-how-a-family-first-customer-experience-can-become-a-dealer-advantage/transcript.vtt","type":"text/vtt"}],"alignmentMode":"scalar","fallbackOffset":0.0}