Mercedes-Benz and the ‘OM651 case’

MB
Some carmakers invest millions in order to measure and increase Customer Satisfaction. Today the manufacturers must be able to measure themselves “1-2-1” with their Customers, with transparency: thanks to the web any single Client could become a powerful promoter or a devastating detractor. This is one of the reasons why carmakers should be ready to confront themselves with the Social...

Interview with Adriana Maria Quaglia, FGA and Chrysler Customer Innovation Manager for the EMEA

quaglia
Interview Date: November 23, 2012 Professional Profile: Adriana Maria Quaglia begans her career at the end of the 1980’s in sales and marketing. From 1989 to 1997 she worked for several communications agencies, developing and managing advertising campaigns, trade marketing, events and external relations for premium Italian and international brands.In the  following decade her career developed...

Where shall we go?

Emotion
I belong to a relatively new generation, too much committed to principles and values typical of the previous generation and I consider myself quite prone to decode the behavior of the next generation. Today society evolves towards integration of communication tools and information and this will make it less necessary to move to cultivate relationships. Let’s look at today and let us realize how...

The car dealers are sick. What about those of Trucks?

Trucks
The world of HCV and Trucks changes much faster than the one of the automobile! The truck dealers – who are still snubbed as ‘truckers’ with spicy calendars by those who work in the chain of Passenger Vehicles – they are ahead of the “obedient car dealers”. A forced change: the cataclysm feared by the Italian dealers federation is already a reality from some years among...

Failures and lotto draw…

lotto
Electronics has started being used predominantly in the automotive field and its major development has been realized in this sector in the last couple of years. At the beginning of the automotive history the major improvements were obtained by a hard work on the propellers by increasing the compression ratio together with the fuels but the greatest development took place when the ECU and its microprocessors...

Mercedes target change

MB target
The new Mercedes B class television ad, in my opinion, signals a significant communication strategy change that already started with the ads for the E class. Mercedes sales results in Italy are definitely the worst among the three large German manufacturers. One of the reasons is definitely a lack of attention to the customer, as written by Maurizio Sala in his article (link), but a large part of the...

Carmakers’ sperimentations whilst thousands of dealers are drowning!

Speramentation
New scenarios for Italian dealers: the debarkation of Penske Automotive Group in Italy put in motion many brains and overheated … some phones. Carmakers and associations estimate that 1.000 dealers will go out of the business in Italy in 2012 . How to save these companies from the wreck? Federauto – the italian dealers association – has clear ideas: “it is necessary to ask incentives...

Freelance Consultant?…NO THANKS. Leg-Work, PLEASE…!

freelance
In today’s business industries, more and more people are becoming freelancers. Freelancers are most common in fields such as journalism, copywriting, computer programming, graphic design, and other professions in creative sciences such as…Automotive Industry! However, Experts in nearly any field are freelancing these days. During a downturn in the Economy, Companies are apt to hire freelancers...

When scale economy compromises quality

Quality
Using the same parts for different models of cars, and for different brands in the case of auto groups, is definitely an intelligent solution for cost containment and the allocation of fixed costs on a larger number of vehicles, besides the reduction of merchandise in stock by adopting a just in time production system. But sometimes this industrial logic was adopted too hastily and without a careful...

Memorable Experience

experience
Today we live in an era in which we are bombarded with a wealth of information. Today more than ever it is important to sell not only automobiles but also experiences. Automobile companies invest millions of euros in advertising, spokespersons and events. It has almost become a habit for many brands to be open on Sunday, dictated by the company, which is costly for the dealer. On the other hand, few...

Are the solutions for creating less pollution really effective?

pollution
During the approval phase for cars, automobile companies are required to comply with the regulations in the NEDC (New European Driving Cycle) established by directive EU 91/441/EC. This regulation calls for a series of tests that must be uniform and repeatable. To guarantee that they can be repeated, the tests are performed not on roads or a track but on dynamometric rollers in a laboratory at a controlled...

Hybrid Ideas …

Hybrid
Hybrid Ideas … If automotive experts would stop saying stupid things about more or less electric vehicles, the world would be a better place. There is a whole variegated bunch of stupidities out there. Some are functional to elegant and content deprived ads and commercials. Well, to be honest, in this case we are dealing with plain lies. Others are technologically flavoured, sound highly innovative,...

“Inflated” spare parts prices an anomaly only in Italy?

Spare parts
Very often, auto parts wholesalers buy from the manufacturers (even from notable brands) at discounts that in some cases, due to bonuses and incentives, reach 70/80%. In the supply chain there are two other steps, the parts dealer and the mechanic, before reaching the final customer. The three steps are required since the vast majority of service centers are small establishments that cannot keep large...

The Economics of Deadly Cars

Deadly
You would think that in our modern society where as consumers we have some of the best legal protection and recourse in history, that OEM’s would think twice about either launching (or continuing a product) with known defects that could lead to serious injury or even death. OEM’s spend vast fortunes on developing vehicles to comply with various safety testing requirements such as Euro NCAP and...

Bifuel or not? This is the question…Part 2

Bifuel
Here follows the analysis of LPG-CNG  started in the past weeks with questions and answers: Life of LPG-CNG injectors around 30000 miles As mentioned is always advisable to switch to LPG with gasoline especially if you make long-distance routes, for short routes this problem does not exist. Replace LPG-CNG filter every 10000miles The cost is very limited (less than simple operation, and 25 euros) Engine...

The Emperor Has No Clothes!

Emperor
The way the OEM’s operate their franchises leaves a lot to debate about. Having worked for both OEM’s and retail outlets, I have formed some strong opinions about how the OEM’s are conducting themselves of late. The relationship between the two used to be relatively simple: the manufacture designed and built cars and the retailer sold and serviced them. The control that the OEM had over an individual...

NEW BER …”return to antiquity”!?

newber
Still have doubts? All there to see … what will happen? Actually it is difficult, if not impossible, to understand a so complex subject in almost absolute absence of  “information”! Nothing to do, as we all remember, with “brass bands” and the media overexposure that …, accompanied the EU statement of Mario Monti before, during and after its arrival. Of course, the legislative...

Automotive communication: different roles between OEM and dealers.

OEM
Advertising and the art to manage the emotions of clients.  Advertising is considered the most powerful tool of marketing, has no limits or borders and has become an integral part of the economy in the world. Dorothy Miller the 2011 Nada Convention has analyzed this argument, noting that in the United States today, nearly 40% of car buyers do not trust most of the traditional media such as press,...

Thinking of Japanese design

Japanese
Thinking about Japanese design, I think we are in the phase where it does not receive any push to keep them always interesting and be able to create emotions. Until few years ago, Japanese design was powered by the legacy that absorbed by the advice of italian coach builders and designers, who with their proposals could combine elegance and emotions with advanced Japanese technology. Those elements...

VOLKSWAGEN & VOLKSWAGEN…no customers’ land?

Volkswagen
The prestigious Wolfsburg Automotive Group has in the recent year shown a clear sign of market growth in selling his robust and reliable vehicles around the world across its several very well known and strong brands. This year sales forecast versus the current turnover are electing the Group as being on the top of sales, beating Toyota’s myth for the very first time in the last recent years. As previously...

Want to sell more new cars? Listen really what women want!

woman car
Let us for a moment ‘in the shoes’ of a woman who works, manages house and children, goes to the bank, to the accountant, to a theater, in a library, and takes charge of organizing the weekend and holidays for the whole family. About this woman – in the world of automotive marketing in Italy – there is almost no trace. Yet in our country, the balance of car registrations has progressed...

An Happy…Seat?

Seat
photo credit: mnadi   It’s only been 4 months since all the major TV news and newspapers journalists spread the main points of the so-called “Referendum Marchionne”. Right or wrong most of the media trying to highlight, some in a slightly veiled way, the real change in the time table of the Fiat group workers. In short it seemed that a work timetable was going to tighten up materializing...

HRM…HUMAN RESTRICTED MYOPIA…

HRM
photo credit: Paul Mayne “The Human Resource Management department!”. How many times we heard this sentence in an Organization? Can you ever recall in what kind of event the word HRM is so often pronounced? Hmmm…nope! Come on! You can do it better! Oh boy, I tell you now. Mainly the HRM function should be as follows: “Policies, practices and systems that influence employees behavior, attitudes,...