KEN LEE GROUP MARKETING & COMMUNICATIONS DIRECTOR
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4 KEN LEE GROUP MARKETING & COMMUNICATIONS DIRECTOR 20 years of automotive marketing experience Pioneered Inchcape Advantage
5 INCHCAPE ADVANTAGE our competitive advantage
6 What do customers look for? Vehicle Brand Experience
7 Premium customer experience is the true differentiator Vehicle Brand Experience Distribution Retail
8 Why customer service is a differentiator for Inchcape Service levels and trust Customer expectations continue to rise Industry continues to frustrate Investment Research Process development Advanced retail technologies Customer metrics Infrastructure Inchcape People Advantage Consistently deliver a superior customer experience
9 What is Inchcape Advantage? Inchcape's unique programme to deliver a superior customer experience at each stage of the customer journey Consideration Purchase & Ownership Internal & External Best Practice Customer Experience Measurement Kaizen
10 What is Inchcape Advantage? Inchcape's unique programme to deliver a superior customer experience at each stage of the customer journey Consideration Purchase & Ownership Internal & External Best Practice Inchcape Digital Standards StarPlus Marketing Model Processes: Brilliant Basics People: Magic Moments IA Metrics Continuous Improvement Customer Experience Measurement Kaizen
11 What is Inchcape Advantage? Inchcape's unique programme to deliver a superior customer experience at each stage of the customer journey Inchcape Digital Standards StarPlus Marketing Model Processes: Brilliant Basics People: Magic Moments IA Metrics Continuous Improvement Consideration Purchase & Ownership Internal & External Best Practice Customer Experience Measurement Kaizen
12 What is Inchcape Advantage? Inchcape's unique programme to deliver a superior customer experience at each stage of the customer journey Inchcape Digital Standards StarPlus Marketing Model Processes: Brilliant Basics People: Magic Moments IA Metrics Continuous Improvement Customer Experience Customer Experience Measurement Kaizen
13 Inchcape Digital Standards StarPlus Marketing Model Processes: Brilliant Basics People: Magic Moments IA Metrics Continuous Improvement Customer Experience Customer Experience Measurement Kaizen Inchcape Digital Standards Customer Experience
14 Live Chat Inchcape Digital Standards StarPlus Marketing Model Processes: Brilliant Basics People: Magic Moments IA Metrics Continuous Improvement Customer Experience Customer Experience Measurement Kaizen Inchcape Digital Standards Customer Experience
15 Online Finance Calculator Inchcape Digital Standards StarPlus Marketing Model Processes: Brilliant Basics People: Magic Moments IA Metrics Continuous Improvement Customer Experience Customer Experience Measurement Kaizen Inchcape Digital Standards Customer Experience
16 Online Service Booking Inchcape Digital Standards StarPlus Marketing Model Processes: Brilliant Basics People: Magic Moments IA Metrics Continuous Improvement Customer Experience Customer Experience Measurement Kaizen Inchcape Digital Standards Customer Experience
17 Driving Customer Conversion Inchcape Digital Standards StarPlus Marketing Model Processes: Brilliant Basics People: Magic Moments IA Metrics Continuous Improvement Customer Experience Customer Experience Measurement Kaizen Inchcape Digital Standards Brand Introduction via common interests Research and discovery Purchase engagement Purchase intent Customer Experience
18 Inchcape Digital Standards StarPlus Marketing Model Processes: Brilliant Basics People: Magic Moments IA Metrics Continuous Improvement Customer Experience Customer Experience Measurement Kaizen StarPlus Marketing Model Customer Experience
19 Inchcape Digital Standards StarPlus Marketing Model Processes: Brilliant Basics People: Magic Moments IA Metrics Continuous Improvement Customer Experience Customer Experience Measurement Kaizen StarPlus Marketing Model Customer Experience
20 Inchcape Advantage processes Inchcape Digital Standards StarPlus Marketing Model Customer Experience Processes: Brilliant Basics Processes: Brilliant Basics People: Magic Moments IA Metrics Continuous Improvement Customer Experience Measurement Kaizen A clear set of processes and standards for each stage of the customer journey based on customer insights and metrics Vehicle Sales, Vehicle Maintenance and Accident Repair Multi-language Customer Experience
21 at each stage of the customer journey Inchcape Digital Standards StarPlus Marketing Model Customer Experience Processes: Brilliant Basics People: Magic Moments IA Metrics Continuous Improvement Customer Experience Measurement Kaizen Appointment Welcome Consultation Presentation Demonstration Agreement Communication Handover Processes: Brilliant Basics Customer Experience
22 Inchcape Digital Standards StarPlus Marketing Model Customer Experience Processes: Brilliant Basics People: Magic Moments IA Metrics Continuous Improvement Customer Experience Measurement Kaizen Licensed to make Customers feel special People: Magic Moments Customer Experience
23 Inchcape Digital Standards StarPlus Marketing Model Processes: Brilliant Basics People: Magic Moments IA Metrics Continuous Improvement Customer Experience Customer Experience Measurement Kaizen IA Metrics Sales & Aftersales Customer funnel Mystery shop Net Promoter Score (NPS) Measurement
24 Inchcape Digital Standards StarPlus Marketing Model Processes: Brilliant Basics People: Magic Moments IA Metrics Continuous Improvement Customer Experience Customer Experience Measurement Kaizen Continuous Improvement Marketing Forums Digital Webinars IA Calls Kaizen
25 Is Inchcape Advantage working? Customer Service Margin Accretive Growth Pricing Power NPS % Rebased Sales Rebased PBT Margin Growth
26 Inchcape Advantage remains a key source of competitive advantage Strengthen Market share growth Customer retention Pricing Power Expand OEM relationships Access to market opportunities
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30 CONNOR MCCORMACK CEO UK Group Executive member since 2009 Joined Inchcape in 2005 as UK Retail CFO
31 UK Retail Premium partners driving premium growth in the UK market Inchcape Partners TIV (000 s) Partner share of UK TIV 31.8% 36.0% Inchcape share % 8.8% 9.0% 8.8% 8.9%
32 UK Retail Geographic clusters driving efficiency & economies of scale M-Benz, VW JLR, Audi BMW, MINI JLR M-Benz, JLR, Toyota, Lexus BMW, MINI JLR, VW JLR, Audi, Toyota, Lexus VW, Porsche BMW, MINI JLR, Audi, VW Toyota, Lexus Major conurbation
33 UK Retail Premium partner focus to drive premium growth Partner Brands Inchcape Points UK Network % Share VW Group BMW Daimler Tata Toyota Volkswagen Cars Volkswagen CV Audi Porsche BMW BMW Bikes MINI Mercedes Benz Smart Jaguar Land Rover Toyota Lexus % 4.2% 8.8% 5.9% 9.6% 5.4% 11.0% 8.3% 9.1% 10.3% 6.3% 3.9% 6.5%
34 UK Retail Fewer, bigger & better facilities delivering premium customer experience VW Chester Audi Maidstone BMW Norwich Toyota Derby
35 UK Retail Leveraging technology to drive returns & superior customer experience Livechat & Online Booking CRM Booking & upsell campaigns evhc & diagnostic equipment Tyres & SMARTrepair
36 UK Retail Delivering premium returns in the UK Actual 2013 UK Retail Competitor A Competitor B Competitor C # Sites 111 c.240 c.120 c.95 Turnover / Site m OP / Site k ROS% (Motors) 2.5% 1.6% 2.2% 0.7% Source : Internal Analysis
37 UK Retail Premium partners already back to peak with strong future growth prospects Inchcape Partners TIV (000 s) Exciting model refreshes New models in new segments with increased premiumisation Car Finance (PCP/ Contract Hire) to accelerate the change cycle Source : Internal Analysis, SMMT, Trendtracker
38 Inchcape s premium and luxury brands to continue to outperform in the UK Investment in customer experience facilities, people and processes Superior innovation and product offerings Aspirational product - motivating consumer demand Strong residual values supporting consumer change cycle Inchcape UK brand partners have increased their TIV share by 9% to 36% over last 10 years Structural recovery in UK economy Marginalisation of previous mainstay mid-tier brands
39 UK Retail The facility of the future VW West London BMW / MINI Reading
40 UK Retail The facility of the future VW West London BMW / MINI Reading
41 UK Retail The premium opportunity Premium Brands Growing Markets Premium Facilities in with and = Premium Experience Premium Growth and Premium Returns
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