When Inchcape set itself the objective of examining its employee value proposition (EVP) last year, it posed a number of questions. “Basically, what is it like? What is that psychological contract...

Many of the UK’s auto retailing businesses have experienced an absolute worldie over the last 12 months, with record profits and some of the strongest balance sheets they’ve ever seen. But this...

Retailers have experienced a shift in the way customers want to interact with them in the showroom, which has led to an evolution in skills requirements. The majority of customers have done their...

Two of the biggest challenges impacting the automotive retail sector today are recruitment – with a widely reported shortage of talented individuals – and a payroll explosion. The two are, of...

The 2030 deadline seems a long way off when we’re focused on this quarter’s results or this year’s performance. But actually, 2027 is a more realistic deadline for the bulk of the transition to...

No matter what business you’re in, retaining and growing your customer base must be a primary focus of your company’s business plan and operational culture. I can think of no business where that...

In a limited candidate market, where job vacancies are significantly outstripping numbers of candidates and where there is effectively a war for talent, retention is more important than ever. And yet...

With many sectors in the UK, not least automotive retail, experiencing high if not record numbers of job openings, there is huge demand for good calibre candidates. At the same time there has been a...

As the UK moves increasingly towards recovery following the unprecedented environment created by the Covid-19 pandemic, an exciting aspect of the much-vaunted ‘new normal’ is the importance of...

Against a backdrop of increasing competition, with some buyers willing to buy nationally, an ever better informed customer, new FCA rules and of course the pandemic, the last year has been both...

It’s not a surprise to see that dealers are generally downbeat about the state of the economy, with the balance of expectation toward fewer new car registrations in 2021 on the back of what was...

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...

A busy March saw a number of retailers reporting their results, turning in some very different performances in a more difficult market. First came Vertu with its preliminary results to 31 January...

Franchises are paying the biggest average salaries in the motor trade in their bid to recruit and retain staff. And the sector faces a growing need for better digital skills and a desperate fight to...

The customer retention power that flows from having the right information and a listening ear are often underestimated in motor retail environments dominated by a pure sales ethos. But customer...

No one in car retailing, from the most senior management to the newest apprentice, should ever be too afraid to ask questions when it comes to winning and retaining customers. In today’s competitive...

The Chrysalis Loyalty white paper ‘How to create loyal customers and drive real growth In sales and profitability’ has generated considerable interest among retention specialists across the...

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...

Selling one car to a customer is an achievement, but getting a customer back in to buy a replacement car from you is quite another. While working for a global leader in retention and renewal...