Customer Satisfaction


When the perfume will become a standard for dealers?

parfum
The title of the post wants to be quite provocative, but in itself the question is when the sensory marketing will be fully applicable even to the dealers? According to Richard Axel and Linda Buck, Nobel Prizes in Medicine in 2004, our brain, our “memory” can remember over 10,000 smells, while only 200 different colours. This statement in itself should make us reflect on the proper planning...

From B2B and B2C to 1to1: How the commercial policies change

business
The “dogma” that we learned at the university, during the masters, and then in the working life, that is from a business point of view the private client and the client company were different, is no longer true. The competitive element among the supplying companies, the amount of information that the customer receives (whether it is a company or a consumer) has overthrown many of the assumptions...

Lead generation and CRM: Is it sure they are always essential?

crm
Every year millions of euros are spent, both centrally and as a dealer, to generate leads. Another million euros are used for CRM actions to acquire customers. But what is the generation of “lead” and the CRM? The lead generation “…a marketing action which allows to create a list of possible customers interested in products or services offered by a company.” Whereas for...

The automotive dealers haven’t changed their core business yet

core-business
Excited by the increasing data related to the 2017, there are, however, automotive dealer, multi-brand, and service operators who are sulky and whiny. Of course, a positive signal it’s better than a negative one but, as Catalano (italian comic actor), would say, those numbers hide some truths that many pretend not to see. Dealers complain about the reduction in margins, despite the closure of...

Digital Automotive: if you are too far ahead, you may risk to burn yourself

Digital-Automotive
The future is in the digital, actually, it is the present; if your company isnÕt ready to ride the wave of the Digital automotive you are the dinosaur that is disappearing! Now this is a mantra repeated endlessly to the point that someone wonders: “could it be real what they go on telling us in every meeting?” Good question … but maybe not! Only because “everybody” says...

The Job Order in the vehicle after-sales; this stranger…

The Job Order (JO), which we know in the reality of the vehicle after-sales, it’s too often “snubbed” and the consequences of an improper use or an incorrect filling out are underestimated. Starting from its definition, it is a contract of performance of work and as such it is regulated from the current legislation. In particular we refer to the art. 1519 bis of the Civil Code (Italian...

Customer satisfaction vs Customer Defection

Customer-Satisfaction
Some time ago we wrote about that topic (and related costs). The following is a true story, I will tell you about this one step by step to comply with the limits imposed by the website. The events! 1991 One night, my car, registered 1989 with 45.000 Km (I bought it new and always done the MOT at the official place) after the start at a traffic light, suddenly stopped as pushed by an invisible giant...

Why should we say thanks for every complaint we received?

complaint
Starting an article with such a title, which means in itself a “strange“, “particular” question which could cause laughter to most, has, actually, a specific basis which we will try to explain. Why would we thank for a complaint? Each of us was a customer, or is one now or will be one and you’ve had a chance to have “first-hand experience” the unexpected eventuality,...

Why Alfa Romeo Stelvio will be my next car

Alfa Romeo Stelvio
Saturday, February 11, I spent a beautiful day in the famous test track in Balocco. It was presented in world premiere, before the Official Press Conference in thenext February 22 in Saint Moritz, what will be the next Alfa Romeo SUV, expected for several years, since the exercise of “style” Kamal. The newness are first of all, in the communication mode, this preview “social”...

Dieselgate: the ends justify the means?

Volkswagen-B52
Objectives, results, standards and performance. Are we sure that the ancient motto “the ends justify the means” is achievable? What happens if a Company is put under pressure, particularly when Consumers believe that the brand is incapable of overlooking high standards? Imagine a successful athlete who is “accustomed” to win by his fans. Imagine that on the eve of a competition he – not considering...

The digital dealer isn’t a solution, rather it is a problem!

Digital Dealer
The category of most-read post ever, on Automotive Space (IT), concerns the guarantee of compliance, or the legal; we refer to more than 50,000 consultations in just over four years. A trend that increases with increasing sales of used cars; probably because the closer it approaches to second-hand market, the more people need information… or even because the more sales are high, the higher is the...

Customer Satisfaction? Fix It Again Tony!

Fix It Again Tony!
  American clients have a clear fixed concept in their minds: “I-pay-so-I-demand”; to make even more clear this idea, in US customers are called consumers. In the Old Continent we know that American consumers are very demanding in terms of quality of products and services: they have exported Customer Satisfaction worldwide. Even in bars and fast-food – also with a bill of 5$ or...

The Smart Configuration

Smart animal
This time to me it’s hard to split the passionate Giorgio from the Automotive Professional One, but I know most of you will understand me. The configuration of a vehicle is a moment that can be so emotional as rational. And it’s more than this, the configuration is like a driver to incline the customer towards the contract signing (the ‘lucky winner’ among brand-dealer-seller...

Interview with Prof. Ivan Maio (Politecnico di Torino – Italy)

Ivan A. Maio
Date of interview: September, 26 2014 Professional profile: Ivan Maio is Professor of Electrical Engineering at the department of Electronics and telecommunications at the Polytechnic of Turin. He conducts research in the areas of circuit theory, signal integrity and electromagnetic compatibility. Always passionate about sports cars. The international scenario about the car fleet foresees an exponential...

Outsourcing in the automotive: does the abuse hurt?

outsourcing
I’’ve already largely expressed my opinion about the growing precariousness management in the automotive field, which finds its highest expressions in the outsourcing. It was a year ago…. We were convinced that some strategic position couldn’t be the subject of outsourcing and that others, even these strategic ones, during the start-up and re-engineering, could be optimized through the outsourcing. Then,...

What future for the V2V- the communication among vehicles?

v2v
What diffusion will the vehicles communication have? How will the V2V evolve? Will it be a sort of Big Brother or a helpful service? The truth, as always happens, lies in the middle and also the V2V case follows the rule. What about it? V2V stand for Vehicle-to-Vehicle and it is simply to understand that this technology tries to establish a temporary communication among vehicles in short-range standing...

The target doesn’t exist anymore in the automotive

Target
It seems simple, as in a textbook : given the BRAND MODEL of a X segment, it will always exist: A first target, the owner of the same segment; A second target: climbers (from smaller segments or neomotorized) and downshifters (target neglected in the Italian Automotive culture) coming from bigger segments. The target is always been the centre around which the supporting job to the marketing research....

Interview with Maurits Aalberse, Director of Connected Services at Qoros 2^nd part

maurits aalberse
  Qoros is a brand that wants to grow quickly in different markets and therefore is proposing a range of cars with “Western” taste in the lines and equipment. The car Qoros are “aligned” in this sense to those who are the most modern trends, such as the ability to offer interactive and dynamic connection-based services. The QorosQloud system looks is rather evolved in this...

Interview with Maurits Aalberse, Director of Connected Services at Qoros 1^st part

Maurits Aalberse
Interview date: Jun 3, 2014 Professional Profile: Maurits Aalberse gained 16 years experience in multiple disciplines across the automotive and technology sectors, Maurits joined Qoros in 2012, where he is responsible for Telematics and QorosQloud™. Prior to joining Qoros, Maurits spent time at some of the world’s leading blue-chip companies. Following his ten years at IBM, Maurits joined TomTom...

How to not have a winning strategy

Winning strategy
  So I also find myself to generalize telling an experience of life lived (automotive)… sometimes you allow me to “vent”…. The “Case history” I’m going to tell you is dramatically true and is a prime example of what it means to get out of your own safety…. Even if continuing to be cunning! Not long ago a “friend” dealer, one of those BIG ones who only speaks about MILLION...

Interview with Stefano Villanti, Executive Director of Sales, Marketing and Product Strategy at Qoros

stefanovillanti
Interview date: Feb 21,  2014 Professional Profile: Stefano Villanti is the Executive Director of Sales, Marketing and Product Strategy at Qoros Automotive Co., Ltd.. He joined the organisation in 2008 and was a key staff member during the initial start-up phase. As Qoros has grown so has Stefano’s responsibility and he now leads over 260 internal and external Qoros staff. Prior to joining Qoros,...

The last illiteracy: internet in automotive!

illiteracy
In China – despite the censorship that slows or blocks access to the Web (Facebook and YouTube do not exist) – the dealers that I visited during the CADA convention collect more than 50% of their prospects through the Web! It’s possible to make money with cars and Internet? YES! Facts-and-figures show that this business is suitable for all, even if – in the automotive...

The customers will enjoy every comfort, but the Dealers?

Chevrolet
The Chevrolet has officially announced the abandonment of the European market at the end of 2015. The decision, which was declared at the beginning by the American headquarter, has been confirmed as irrevocable by the same top management GME. The Chevrolet won’t officially take part anymore both in the Western and in the Eastern Europe because of the high competitive business model and the severe...

Surprise! The consumers prefer self driving cars!

Surprise
Cisco Systems (www.cisco.com) has interviewed 1,500 people and found that half of them buy cars based on the “technologic reputation” of the brand. An interesting result as much as the other findings of the study, such as the increasing “digitization” of the buying process. First things first, starting from the sample used for research: they surveyed 1,511 people in 10 different...

Il Quadrifoglio: the greatest CRM of Alfa Romeo

Il Quadrifoglio
Today everyone well knows the importance of Customer Relationship Management (CRM) for any company in the market: a regular follow-up with all types of customers is crucial to target, acquire, retain, and understand prospective and sold Customers. But in the 60’s this was not the model nor the standard, and CRM was pratically unknown for carmakers and dealers (… but even today…). The...

Interview with Pietro Gorlier, President and CEO – Mopar® – 2^nd part

Gorlier
…from the first part! May I ask a more generic question? What professional differences are there, for a person in your position, between working in Turin and working in Detroit? Both Turin and Detroit have a strong, proud automotive heritage. While both have gone through tough times, both continue to maintain a vivid passion for cars. From a professional standpoint, I feel at home in both places. When...

Interview with Pietro Gorlier, President and CEO – Mopar® – 1^st part

Gorlier
Date of the interview: March, 26 2013 Professional Profile: Pietro Gorlier was born in Turin (Italy), he joined the Fiat Group in 1989 as a market analyst in Iveco helding various positions in logistics, in the After Sales and Customer Care, before joining Fiat Group Automobiles in 2006. After the experience in FGA and in CNH Global N.V., he joined Chrysler Group. He is President and CEO of MOPAR®...

CRM: the “Waterloo” of the dealers

Waterloo
2012 has been succesfull for carmakers: they all made money selling cars! GM is back # 1 in the world, followed by Toyota and Ford. Ferrari had the best result of 66 years of history. Martin Winkertorn celebrated the records in sales and profits at VW Group with a personal superbonus of 14,000,000. Fiat-Chrysler sold 4.209 million cars, with a net profit of 1.4 billion. In January 2013 has further...

Interview with Paolo Gagliardo, Head of Brand Lancia/Chrysler for EMEA – 2^nd part

Gagliardo
…the first part! GLOBALISATION!  This term should allow you to achieve a product that is in line with the tastes of the “entire world”, with the underlying principle of listening to your customers. Are Lancia and Chrysler getting to grips with this term? Do they listen to the large mass of customers who are trying to convey their expectations? If not, what’s missing and what...

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...