With estimates that car retailers in Europe now generate around three quarters of their profits from aftersales, it has become more critical that OEMs and their franchised networks listen to their...

With new car sales volumes under pressure in many parts of Europe, aftersales as a driver of overhead absorption will remain of critical importance. Demographic and consumer changes mean the...

Dealer profitability is top of the agenda, yet there is more than one way of giving a business a financial health check.  One such model is, at its core, a common sense approach. Known as the MRA...

Are you easy to do business with? Most retailers could probably list any number of measures to suggest that they are, but have you ever really paused to ask? Virtually every business will have...

Even in this connected era, a lot of basic training programmes are still delivered face-to-face. Companies understand the importance of training but when it comes to details, they are often content to...

The total number of car franchised sales points fell by seven from 4,847 in January 2015 to 4,840 in January 2016, which follows a fall of 73 sales points the previous year. This is one of the key...

The concept of parts wholesaling is nothing new. The average franchise dealer will supply a certain amount of parts to the independent sector as and when they are needed and there’s profit to be made...

The current model for measuring CSI levels is broken, and we have to start measuring customer satisfaction differently. This was the stark message presented at the start of Auto Retail Network’s...

The phrase ‘brand ambassador’ is a broad term. It’s often used for celebrity endorsers but it also applies to real world customers and to staff, which is where I believe the most worth lies. A...

My son is studying games development at university and he recently had an internship with a relatively new games company. This firm markets and develops its products via internet forums. They film...