Despite the massive investments made by car makers and franchised dealers to nurture brand loyalty, the starting point for most buyers using car search websites is price. Our latest Consumer Insight...

Businesses across all industry sectors are missing out on a significant opportunity to fix internal processes and address the root causes of customer experience issues in the wake of the pandemic,...

Today’s motor retail environment demands discipline and rigour in customer relationship management. The availability online of information on attractive new offers encourages customers to shop...

Retailers and insurers that elevate their customer service offering to match the surge in premium market share could see increased customer satisfaction and loyalty. So says AX, which notes that, as...

Consumer appetite for increasingly sophisticated automotive technologies offers a huge opportunity for growth, but the use of complicated marketing jargon, unclear pricing and a lack of frontline...

No matter how good a loyalty and retention process is, it will always rely on people to maximise its effectiveness. That is why incentivising them is essential. In our white paper ‘How To Create...

In an ideal world customer loyalty and retention could be transformed simply by parachuting in an off-the-shelf process into your business and pressing ‘go’. But experience teaches us all that...

Automotive retailers often seek to improve performance primarily in response to changes – or expected changes – in market conditions. But a new Chrysalis Loyalty white paper – ‘How to create...

Personal relationships built on trust is the key to customer loyalty and retention. It’s how you look after people that keeps them coming back. So says Cliff Johnson, managing director at...

Skoda is going back to basics for 2017 with a huge push on its accreditation programme for all retailer staff. At present, what the VW-owned brand describes as “a relatively low proportion” of the...

Willingness to consider a 100% online car buying process is growing among consumers, bringing with it both threats and opportunities for traditional automotive retailers. The key findings of an...

I recently stumbled across a publication discussing the thorny subject of succession planning. It’s certainly a departure from the current talk surrounding Brexit, registration numbers and the threat...

The PCP landscape has evolved quickly in the UK, so what changes might we expect in the future on the key stakeholders – suppliers, introducers and end users? These were key questions addressed in...

Honda’s public reputation as a respected brand has survived intact despite a post-recession dearth of new products and Philip Crossman, managing director of the company’s UK operation, asserts that...

People buy from people. It’s not about the lowest price, it’s about providing the best customer experience. That is key and we have to provide that customer experience at all times. So says Lucy...

Jardine Motors is aiming to switch its sales staff from low basic salaries with large bonuses to a larger basic salary with smaller bonuses in order to improve customer service and staff retention....

Changing remuneration packages to better reflect that we work in a retail environment, and are being compared by employees to the likes of John Lewis and Apple, will lead to better loyalty and more...

Caramel latte, extra hot, extra shot, soya milk, large, blueberry muffin, you’ll pay by contactless and eat in, except on Monday’s when you’ll take-away – no receipt thanks. If you’re a regular...

Car buyers expect an increasingly individualised experience, requiring OEMs and dealers to further communicate and share customer data. Capgemini’s 16th annual Cars Online report shows the rising...

Does your aftersales department use a call centre to handle bookings? In theory, it’s a sound idea. Customers’ calls get answered quickly and politely, while the diary is efficiently...