KEN LEE GROUP MARKETING & COMMUNICATIONS DIRECTOR
|
|
|
- Madison Mason
- 8 years ago
- Views:
Transcription
1
2
3
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
27
28
29
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
KOH CHING HONG MANAGING DIRECTOR SOUTH ASIA
KOH CHING HONG MANAGING DIRECTOR SOUTH ASIA Responsible for Singapore and Brunei Formerly an executive member of Fuji Xerox APAC Market Intelligence and Forecasting Deep knowledge of the markets and leading
Jean Van der hasselt CEO Russia and the Nordics
Jean Van der hasselt CEO Russia and the Nordics Market Overview Russia Population 140.4 million Language(s) Russian Currency Ruble Capital City Moscow GDP US$1.465 trillion Source: IMF Russia is the largest
Annual Report and Accounts 2011. Industry leader. Engineered for performance
Annual Report and Accounts Industry leader Engineered for performance Financial highlights Inchcape delivers robust EPS growth Sales 5.8bn : 5.9bn 8 7 6 5 4 6.1bn 6.3bn 5.6bn 5.9bn 5.8bn Cash flows from
DARREN LEIGH Managing Director Baltics Market
DARREN LEIGH Managing Director Baltics Market Market Overview Population 6.9m Languages Estonian, Latvian, Lithuanian, Russian Currencies Euro and Euro pegged Lat and Lita Capital Cities Tallinn, Riga,
Autos Consumer Journey Yahoo Insights Team. November 2013
Autos Consumer Journey Yahoo Insights Team November 2013 1 Insights Overview What do automotive marketers need to know to engage and connect with consumers along the path to auto purchase to drive results?
Contents Section Slide Number
The Advent of Digital Retailing and the Impact on Global Car Dealership Structures By 2016, Automakers are Expected to Open more than 100 Digital Showroom/Lifestyle Stores Globally December 2013 1 Contents
Avis Business Solutions
Wherever your business takes you Discover the complete company package from the experts in car rental. Click here to continue Avis Business Solutions wherever your business takes you. Business car rental
China Harmony Auto 1H 2013 NDR Presentation. September 2013
China Harmony Auto 1H 2013 NDR Presentation September 2013 Disclaimer This document is confidential and is being prepared and supplied to you by China Harmony Auto Holding Limited (the Company") solely
Mercedes-Benz: Implementing a CRM Programme
Organizing for CRM implementation 391 Case 7.2 Mercedes-Benz: Implementing a CRM Programme The Company Mercedes-Benz is one of the world s most successful premium brands. Its technical perfection, innovative
Delivering superior automotive experiences
Delivering superior automotive experiences The leading UK provider of demonstration fleet management services A Magma Group Enterprise autoxp Background autoxp s core philosophy for over 20 years has been
Delivering superior automotive experiences
Delivering superior automotive experiences The leading UK provider of demonstration fleet management services A Magma Group Enterprise autoxp Background autoxp s core philosophy for over 20 years has been
Tesla Motors Investor Presentation Spring 2012. Copyright 2012 Tesla Motors, Inc.
Tesla Motors Investor Presentation Spring 2012 Forward-Looking Statements Certain statements in this presentation, including statements relating to the development, testing, performance, pricing, attributes,
Skills, apprenticeships and employment in the UK automotive industry
Skills, apprenticeships and employment in the UK automotive industry Industry landscape The UK automotive industry invests heavily in training and up-skilling, employing over 737,000 people and thousands
Manufacturing. We want to bust some of the myths that have built up about British manufacturing
Manufacturing in THE UK busting the myths Manufacturing is a vital part of the British economy. It creates high quality and innovative products that are exported across the world. But sadly, the mantras
SGS GLOBAL WARRANTY SURVEY 2014 SURVEY OVERVIEW
SGS GLOBAL WARRANTY SURVEY 2014 SURVEY OVERVIEW WHAT DOES SGS DO IN AUTOMOTIVE? DRIVING PERFORMANCE AND SAFETY WORLDWIDE SOURCE We test materials and parts to OEM and industry standards to facilitate the
Vehicle and fuel technology - now and in the future
Vehicle and fuel technology - now and in the future Cheltenham Low Carbon Partnership Cheltenham Borough Council 11 th May 2010 Jonathan Murray Deputy Director, Low Carbon Vehicle Partnership Low Carbon
Marketing and Sales Highlights of the Volkswagen Group. Investor Meeting London, 13 July 2006
Marketing and Sales Highlights of the Volkswagen Group Stefan Jacoby, Executive Vice President Marketing & Sales Volkswagen Group Investor Meeting London, 13 July 2006 1. Marketing and Sales structure
GENERATE REVENUES WITH AN EFFECTIVE PARTS WHOLESALE STRATEGY.
GENERATE REVENUES WITH AN EFFECTIVE PARTS WHOLESALE STRATEGY. fueled by challenge. powering success. sm 1,500 dealer programs in 27 markets Parts wholesale has the potential to significantly contribute
Extended Warranties for New and Used Cars in Europe
Extended Warranties for New and Used Cars in Europe Report Prospectus October 2013 Web: www.finaccord.com. E-mail: info@finaccord.com 1 Prospectus contents Page What is the research? What is the rationale?
Driving customer centricity for the modern automotive market
Eng s 14 th annual summit Driving customer centricity for the modern automotive market Shopping behaviour of modern society is dynamically changing and moving increasingly towards a digital communication
Daimler Business in China
Daimler Business in China Deutsche Bank Investor Fieldtrip November 26, 2013 Beijing, China Hubertus Troska / Chairman & CEO of Daimler Greater China Deutsche Bank Investor Fieldtrip 2 Contents 1 Significance
The Impact of Online Marketing in Automotive Retailing. Earl J. Hesterberg, President and CEO
The Impact of Online Marketing in Automotive Retailing Earl J. Hesterberg, President and CEO 1 Industry New Vehicle Sales Industry new vehicle sales 2 About Group 1 Automotive A Fortune 500 automotive
ALD AUTOMOTIVE S IN-CAR TELEMATICS SYSTEM HELPS POLICE RECOVER STOLEN CARS WORTH
29 April 2008 ALD AUTOMOTIVE S IN-CAR TELEMATICS SYSTEM HELPS POLICE RECOVER STOLEN CARS WORTH 500,000 Stolen company cars worth almost 500,000 have been returned to their drivers thanks to being equipped
AN EXHILARATING DRIVE
AN EXHILARATING DRIVE 10 March 2015 Annual Results Announcement Results for the year ended 31 December Fifth consecutive year of double-digit earnings growth Operational and strategic highlights: Acceleration
Audi's Three Steps to a Winning CRM Strategy
Case Studies, E. Thompson, A. Bona Research Note 14 January 2004 Audi's Three Steps to a Winning CRM Strategy This case study shows how Audi takes reactive, proactive and selective approaches to customer
Business Solutions. offered by LEXUS FINANCIAL SERVICES. exclusive vehicle financing for business owners
Business Solutions offered by LEXUS FINANCIAL SERVICES exclusive vehicle financing for business owners The attention your business deserves. your time is valuable. Which means you need to be selective
How To Buy A Car In Chile
Aplica 50% de Descuento en la siguiente lista Con Restricciones MANUALES AUTOMOTRICES EN INGLES Chilton.- LABOR GUIDE 2012 DOMESTIC VEHICLES CHRYSLER, FORD Y GM... $ 3,000.- Chilton.- LABOR GUIDE 2012
Lease Company Information. BMW Financial Services
Lease Company Information The team at Swapalease.com prides itself in being the number one resource for automotive lease transfers anywhere. For this reason we need your help in both researching new leasing
Next Generation Car Buyer Study
AutoTrader.com Next Generation Car Buyer Study Executive Summary August, 2013 Who are Millennials? Millennials are in late adolescence or young adulthood YOUNG MILLENIALS OLDER MILLENIALS GEN X BABY BOOMERS
Audi Network Partners. Undergraduate Programmes
Audi Network Partners Undergraduate Programmes 1 Contents 2 Introduction to Audi UK 4 The Audi family 6 Audi Network Partners Undergraduate Programme 8 The programme structure 10 Positions at Audi 12 Divisional
Digitalizing the Automotive Customer Relationship Changing Dynamics in Customer Communication
Digitalizing the Automotive Customer Relationship Changing Dynamics in Customer Communication Discussion Paper Jong-Seo Kim October 2014 1 If challenges can be overcome a large commercial opportunity for
The Key to Mobility. Creating Value with Financial Services. Fixed Income Investor Update - December 2010. Volkswagen Financial Services AG
The Key to Mobility Creating Value with Financial Services Fixed Income Investor Update - December 2010 Bernd Bode Head of Group Treasury and Investor Relations Volkswagen Financial Services Nils Allnoch
IS YOUR WEBSITE LEAKING LEADS?
GETSMARTCONTENT ACCOUNT BASED MARKETING IS YOUR WEBSITE LEAKING LEADS? Always Relevant Marketing Catches Missed Opportunities to Connect www.getsmartcontent.com I. THE DREAM OF THE MARKETER It s the dream
Capital Markets Day China. Dr. Friedrich Eichiner CFO BMW AG
Capital Markets Day China, Dr. Friedrich Eichiner, Sept 16th, 2010 Page 1 China. Dr. Friedrich Eichiner CFO BMW AG Page 2 Challenging China. BMW Group s China strategy focuses on dynamic and profitable
Schroder Property Multi-let industrial estates: more than just your average manufacturer
Schroder Property Multi-let industrial estates: more than just your average manufacturer July 201 For professional investors and advisers only Introduction Eleanor Jukes, Senior Property Research Analyst
Annual Report and Accounts 2009. Industry leader. Uniquely positioned worldwide...
Annual Report and Accounts Industry leader Uniquely positioned worldwide... Inchcape plc Uniquely positioned industry leader,worldwide Inchcape is a leading independent global automotive distributor and
May 2014. Certified Pre-Owned Vehicles: Accelerating Forward
May 2014 Certified Pre-Owned Vehicles: Accelerating Forward Certified Pre-Owned Sales (millions) TABLE OF CONTENTS The Genesis of Certified Pre-Owned... 2 Consumer & Dealer Sentiment Aligned... 3 Late
www.clickcarproducts.com
www.clickcarproducts.com CCM 660677 wireless nano Mini Cooper S electric blue MINI and the design of the enclosed product are subject to intellectual property protection owned by BMW AG. They are used
Executive Summary On Target Marketing On-Demand Email Marketing from Payment Alliance International (PAI)
Executive Summary On Target Marketing On-Demand Email Marketing from Payment Alliance International (PAI) Copyright 2011; Payment Alliance International, Inc., All rights reserved. I. Overview The Payment
Integrating Automotive and Financial Services
Integrating Automotive and Financial Services Frank Witter, CEO Volkswagen Financial Services AG Frank Fiedler, CFO Volkswagen Financial Services AG Ehra-Lessien, 11 March 2009 Agenda Financial Services
Conquest Sales: Why Conquesting New Vehicle Sales is More Important Than Ever SOLD. www.lead2show.com
Conquest Sales: Why Conquesting New Vehicle Sales is More Important Than Ever SOLD www.lead2show.com OVERVIEW PART 1 Executive Summary 3 PART 2 Conquesting 4 PART 3 Conquesting Marketing Strategies 4-5
ez Marketing Automation
ez Marketing Automation The next generation digital experience solution to accelerate sales conversion and boost customer engagement. Today marketers are challenged by their colleagues in sales to increase
In partnership with. Social media POWER INDEX
POWER INDEX Issue 1: Autumn 2015 Knowing who is influen-al in social media is an ongoing challenge for any professional communicator. POWER INDEX That s why MIPAA has developed the S o c i a l M e d i a
Unternehmenserfolg in der digitalen Welt. Beispiel BMW: 1 year in social media.
OWM Fachtagung 1 Unternehmenserfolg in der digitalen Welt. Beispiel BMW: 1 year in social media. Marketing Social Media Innovations Customer Care Jochen Schmalholz Munich November 2009 11. November 2010
Press-release 13 May 2014
Press-release 13 May 2014 April shows significant sales decline Sales of new passenger cars and LCVs in Russia dropped by 8% in April 2014 Among the top ten bestselling models so far, ten models are locally
Leased Vehicles and Insurance Fraud. Per Norström Deputy CEO Larmtjänst AB, Sweden Sponsor of the Insurance Crime Platform Insurance Europe
Leased Vehicles and Insurance Fraud Leaseurope Conference on Fighting Fraud in the Leasing Industry 18 November 2015 Per Norström Deputy CEO Larmtjänst AB, Sweden Sponsor of the Insurance Crime Platform
AA Business Overview
AA Business Overview FY5 Trading Market leading roadside assistance division is the core of the business 2 Roadside Assistance Insurance Services Driving Services AA Ireland Highlights Segment EBITDA %
2014 ios Automotive App Study
2014 ios Automotive App Study June 2013 - July 2014 Table of Contents Introduction...1 Methodology...3 2014 Brands...3 Market Overview...4 Automotive App Market US...4 Year-Over-Year...5 Decommissioned
>50% THE POWER OF CUSTOMER DATA
6 THE POWER OF CUSTOMER DATA Retaining a customer and selling him the next car is at the heart of automotive sales. Customer value management designed for this purpose has cost a lot of money, created
[Sharma, 2(2): April-June, 2012] ISSN: 2277-5528. Int. J. of Engg. Sci. & Mgmt. (IJESM), Vol. 2, Issue 2: April-June: 2012, 180-184
![[Sharma, 2(2): April-June, 2012] ISSN: 2277-5528. Int. J. of Engg. Sci. & Mgmt. (IJESM), Vol. 2, Issue 2: April-June: 2012, 180-184](/thumbs/27/9697411.jpg "[Sharma, 2(2): April-June, 2012] ISSN: 2277-5528. Int. J. of Engg. Sci. & Mgmt. (IJESM), Vol. 2, Issue 2: April-June: 2012, 180-184")
INTERNATIONAL JOURNAL OF ENGINEERING SCIENCES & MANAGEMENT PRE-OWNED CAR MARKET IN INDIA: A STUDY OF MARKETING STRATEGIES OF CAR MAKERS Krati Sharma Lakshmi Narain College of Technology, Indore. Abstract
Costs of car ownership in Russia
www.pwc.ru/automotive PwC Annual Survey, 2015 Costs of car ownership in Russia INTELLI GROUP Market Intelligence & Strategy Key findings on the cost of car ownership The year 201 saw many events that have
Member of the Divisional Board Mercedes-Benz Cars, responsible for Marketing & Sales
An interview with Ola Källenius Member of the Divisional Board Mercedes-Benz Cars, responsible for Marketing & Sales Where Digital Meets Physical: Mercedes-Benz and the Seamless Customer Experience Transform
Actively Engage with Energy Utility Customers to Build Loyalty and Drive Retention
Kampyle for Utilities Industry Actively Engage with Energy Utility Customers to Build Loyalty and Drive Retention Layer qualitative data on analytics to better understand and address customer needs and
October 2002. Customer retention programmes in the automotive industry Challenges for automobile manufacturers
October 2002 Customer retention programmes in the automotive industry Challenges for automobile manufacturers Summary! In an extensive study, Mercer Management Consulting analysed 50 customer retention
European truck aftersales 2030
European truck aftersales 2030 Securing the most profitable business Study Munich, December 2015 Management summary Why react? Pressure points within the aftermarket environment for OEMs What to do? OEMs
Property & Casualty: AXA Direct
Investor Day 4 December, 2013 Property & Casualty: AXA Direct Stéphane Guinet CEO, AXA Global Direct Cautionary note concerning forward-looking statements Certain statements contained herein are forward-looking
Freedom of Information Request. 5128 Lease Car Contracts
Freedom of Information Request 5128 Lease Car Contracts Can you provide a description for each contract please (number of vehicles, type of vehicles-cars, vans, plant), also if this is leased or hired?
THE DIGITAL AUTOMOTIVE LANDSCAPE
THE DIGITAL AUTOMOTIVE LANDSCAPE Q2 2013 CONTENTS Overview The Prospective Buyer: Research Habits Top-of-Mind Awareness Digital Advertising Insights Timing and Frequency of Ad Exposure Demographic Profiles
CAFÉ FOR NEW CARS IN MEXICO? Dr. David Bonilla Senior Research Fellow TSU/JM-Institute for Carbon & Reduction in Transport 28 text; 36-44 title
CAFÉ FOR NEW CARS IN MEXICO? Dr. David Bonilla Senior Research Fellow TSU/JM-Institute for Carbon & Reduction in Transport 28 text; 36-44 title Outline Why CAFÉ? Why: Policy evolution, Transport-energy
InfoGlobalData specialise in B2B Email Lists and Email Appending Services.
InfoGlobalData specialise in B2B Email Lists and Email Appending Services. We provide high quality mailing lists for your email marketing needs. Our data intelligence service can provide valuable insight
Exceptional Customer Experience AND Credit Risk Management: How to Achieve Both
Exceptional Customer Experience AND Credit Risk Management: How to Achieve Both Lynn Brunner Experian and the marks used herein are service marks or registered trademarks of Experian Information Solutions,
A.P. Eagers 2015 First Half Results August 2015
A.P. Eagers 2015 First Half Results August 2015 2015 Half Year Highlights Record PBT $59.5m up 29.5% Record NPAT $44.1m up 32.2% Record Basic EPS 24.5 cents up 31.0% Record Full Franked interim dividend
Improve customer experience with your call center
Improve customer experience with your call center 1 Table of Contents Welcome to the Age of the Unloyal Customer Superior Service Is More Difficult Than It Looks Segmented customer touchpoints Who is responsible
Importance of China for Mercedes-Benz Passenger Cars
Importance of China for Mercedes-Benz Passenger Cars Merrill Lynch, 17 May 2011 Klaus Maier President and CEO of Slide 1 Agenda 1 2 3 4 Mercedes-Benz Growth in China 2006-2011 Today's Importance of China
GOR 2014. Analysis of the online marketing mix in the premium car segment
GOR 2014 Analysis of the online marketing mix in the premium car segment Research Questions 2 3 Research Questions How do consumers perceive the brands on the internet? The Internet Premium Car Segment
Who better to finance your car than the people who built it?
>> Financing your smart Who better to finance your car than the people who built it? SF67/01/14 smart Mercedes-Benz Financial s UK Limited. A Daimler Company. Tongwell, Milton Keynes MK15 8BA, United Kingdom.
DEALERS VIEW OF WARRANTY: SGS GLOBAL WARRANTY SATISFACTION SURVEY RESULTS FOR BRAZIL
DEALERS VIEW OF WARRANTY: SGS GLOBAL WARRANTY SATISFACTION SURVEY RESULTS FOR BRAZIL WARRANTY ADMINISTRATION SYSTEMS SERVE TO IMPROVE AFTER SALES PROCESSES AND BUILD LONG-TERM CUSTOMER LOYALTY MAY 14 AUTHOR
Tesla Motors, Inc. Fourth Quarter & Full Year 2013 Shareholder Letter
Tesla Motors, Inc. Fourth Quarter & Full Year 2013 Shareholder Letter Record 6,892 Model S vehicles sold and delivered in Q4 World s highest Consumer Reports customer satisfaction score of 99/100 Q4 auto
absolutely-interactive MA
absolutely-interactive MA Fully Integrated Marketing Automation - v1.1 What is Marketing Automation? Marketing Automation (MA) is the use of online technologies to automate digital campaigns and capture
Four simple steps for a successful website redesign. Make the process efficient + effective
Four simple steps for a successful website redesign Make the process efficient + effective The list of what can go wrong in a web design project is long budget overages, project delays, projects that never
The Digital Vehicle Ownership Experience Automotive in China s Digital Age
China Digital Byte series The Digital Vehicle Ownership Experience Changing the customer journey In 2009, China overtook the United States as the largest automotive manufacturing and sales market in the
Company cars policy & trends
Company cars policy & trends PROLIBIC workshop 8/09/202 Intro Promoco Within the PROMOCO project, the aim was to gather information on the impact of company cars on daily mobility. Prolibic In the PROLIBIC
MARKETING AUTOMATION: CAMPAIGN PLANNING AGENDA AND CONSIDERATIONS
MARKETING AUTOMATION: CAMPAIGN PLANNING AGENDA AND CONSIDERATIONS Agenda Introduction, context & objectives 1. Automation for the complex B2B sale a brief introduction to our thinking. 2. Understanding
INTRODUCTION WHAT IS THE LEASE CAR SCHEME? WHO CAN JOIN THE SCHEME?
Introduction What is the lease car scheme? Who can join the scheme? How much will it cost? Is it cheaper than owning my own car? Can I choose any make of car? Who is insured to drive the car? What is included
Modern Marketing Maturity Model
@annroskey BOSTON Modern Marketing Maturity Model What s your level? Ann Roskey Sr. Marketing Strategist 3 5 Tenets of Modern Marketing Targeting Engagement Conversion Analysis Marketing Technology B2B
CUSTOMER SATISFACTION BY BRANDS. Volkswagen Passenger Cars
CUSTOMER SATISFACTION BY BRANDS Volkswagen Passenger Cars Technologies easily understood by the customer Measurable and explicit features like fuel saving, low CO2 emission Technologies like TDI, TSI and
The Ultimate Guide to B2B Lead Nurturing
The Ultimate Guide to B2B Lead Nurturing What is Lead Nurturing? Your current database is a goldmine. By focusing on the leads you already have, you have the potential to apply the kind of strategies that
UNIVERSAL TECHNICAL INSTITUTE
2008 BMO Capital Markets 8th Annual Back to School Education Conference UNIVERSAL TECHNICAL INSTITUTE 1 September 10, 2008 Safe Harbor This presentation may include predictions, estimates or other information
Automotive Industry s
Whitepaper Accelerating the Automotive Industry s Adoption of Mobile Intelligence SAN FRANCISCO LONDON BANGALORE SINGAPORE TOKYO SYDNEY 2014-2015 Near Pte. Ltd. All rights reserved. CONTENTS Page 2 Page
Kampyle for Marketers. Make Customers the Center of Your Activity to Grow Traffic, Leads and Conversions
Kampyle for Marketers Make Customers the Center of Your Activity to Grow Traffic, Leads and Conversions Key Benefits Put the customer at the center of online campaigns Generate leads and increase inbound
TrueTrends AUTOMOTIVE INTELLIGENCE COVERING NEW CAR PRICES, BEST CAR DEALS AND MORE
PRESENTS TrueTrends AUTOMOTIVE INTELLIGENCE COVERING NEW CAR PRICES, BEST CAR DEALS AND MORE April, 0 Table of Contents 9 0 TrueMPG The goal of TrueMPG is to measure the actual miles per gallon of all
In-Vehicle Infotainment. A View of the European Marketplace
In-Vehicle Infotainment A View of the European Marketplace In-Vehicle Infotainment: A View of the European Marketplace A number of trends are impacting the automotive industry, creating fertile ground
Loyalty to service provision: creating loyalty through the customer experience
Loyalty to service provision: creating loyalty through the customer experience WWW.SBS.OXFORD.EDU EDUCATING LEADERS FOR 800 YEARS Dr Richard Cuthbertson Research Director Oxford Institute of Retail Management
China Grand Auto: Partnering with SAP on a State-of-the-Art Platform for a Multibrand Dealer Group
2015 SAP SE or an SAP affiliate company. All rights reserved. China Grand Auto: Partnering with SAP on a State-of-the-Art Platform for a Multibrand Dealer Group Company China Grand Automotive Services
Overview of Vehicle Leasing (Renting) Market in Portugal Current trends and future prospects
Overview of Vehicle Leasing (Renting) Market in Portugal Current trends and future prospects 2 Moderate growth for the overall company car market 450,000 400,000 350,000 300,000 250,000 200,000 + 65000
Segmentation. Stages in Segmentation Analysis
Segmentation Conventionally, industries are defined broadly; the automobile industry, the computer software industry, the shipping industry. But competition tends to occur at more localised levels - within
DigiMasterIII-Audio Decoding Car Model List
Manufacturer Car Model Method Adapter Alfa BE2580 Audi Audi 94 Audi Audi 98 Audi Audi 99 years-2.4 Audi Audi AUZIZ2S Audi Audi CQ-LA1020 Audi Audi CQ-LA1120 Audi Music Audi Audi AUZ2Z2C1103010 Audi AUZ5Z3B9054278
Delivering the brand. Developing the purchase experience and increasing customer satisfaction in the automotive sector
Developing the purchase experience and increasing customer satisfaction in the automotive sector Contents A key role for dealers... 2 Improving customer satisfaction... 3 Step 1: Identify key customer
Vključitev komponente ekonomskih kazalnikov
Vključitev komponente ekonomskih kazalnikov pri investiranju v CRM poslovne rešitve Uroš Beočanin SAP Slovenija DSI, 14. 4. 2010 Agenda Why to invest in CRM in the Time of Economic Downturn? CRM ROI Case
HOW TELEMATICS KEEPS CUSTOMERS IN THE LOYALTY LOOP
HOW TELEMATICS KEEPS CUSTOMERS IN THE LOYALTY LOOP INTEGRATING LOYALTY INTO EVERY INTERACTION It s no wonder that car owner satisfaction is up around 70%. 1 Over the last decade, vehicle reliability has
DEALERSHIP MANAGEMENT BEST PRACTICES
DEALERSHIP MANAGEMENT BEST PRACTICES Атлант-М Moscow, Russia November 15th, 2011 Company Profile Operations in 17 states and 3 countries 2nd largest auto retailer in the U.S. 327 franchises: U.S. 172 International
commercial Case Study AUDI SHOWROOM OUTFITTED WITH MODULAR CABLING SYSTEMS
commercial Case Study AUDI SHOWROOM OUTFITTED WITH MODULAR CABLING SYSTEMS WYRESTORM CASE STUDY AUDI SHOWROOM OUTFITTED WITH MODULAR CABLING SYSTEMS Commercial Installation Location: Swindon, UK Inchcape
Norwich Union Insurance Delivering Shareholder Value
Norwich Union Insurance Delivering Shareholder Value Norwich Union Insurance Delivering Shareholder Value Patrick Snowball Chief Executive Programme Introduction Strategic overview Financial management
Luxury Car Market In India (2011-2015)
Brochure More information from http://www.researchandmarkets.com/reports/2102643/ Luxury Car Market In India (2011-2015) Description: Luxury market in India is gradually gaining attention. Though the 'buzz',
Future Of Car Retailing in the Indian Automotive Industry
Brochure More information from http://www.researchandmarkets.com/reports/2965561/ Future Of Car Retailing in the Indian Automotive Industry Description: This Market Insight finds that car companies in
Presentation to Stockbrokers
9 September 2008 Company Announcements Office ASX Limited 20 Bridge Street SYDNEY NSW 2000 Re: Presentation to Stockbrokers Please find attached today s presentation to Taylor Collison. Yours faithfully
1-6/2015: Audi outperformed the overall car market
Goldman Sachs Fieldtrip September 3, 2015 Axel Strotbek Member of the Board for Finance and Organization, AUDI AG 1-6/2015: Audi outperformed the overall car market World car market (veh.) Audi deliveries
For Junior Sophister, Senior Sophister, MAI & Postgraduate students in the School of Engineering
For Junior Sophister, Senior Sophister, MAI & Postgraduate students in the School of Engineering Accenture One of the world s leading organizations providing management consulting, technology and outsourcing
Training Program Worldwide 2016 Management Training. August 2015. Global Training The finest automotive learning. Stand 08/2015 1
Training Program Worldwide 2016 August 2015 Global Training The finest automotive learning. Stand 08/2015 1 MANAGEMENT TRAINING 4 Newcomer 4 M0021Q Qualification Program for Junior Management Mercedes-Benz
A Study of the Automotive Product Design Practices in India and Europe through Expert Interviews
A Study of the Automotive Product Design Practices in India and Europe through Expert Interviews Pratap Kalenahalli Sudarshan and Ralph Bruder Institute for Ergonomics (IAD), TU Darmstadt, Darmstadt, Germany