Excellent customer satisfaction is a by-product of having a product or service that is delivered to market via great processes and superb people.
The current economic situation is exacerbated by several dynamics at play at the industry level. Increasing competition and products, overcapacity and changing customer expectations are a few of the issues that have changed our competitive landscape within the automotive marketplace. The current environment can be categorised as hyper-competitive, where margins compression becomes particularly acute and vulnerabilities that were previously a low threat have now become exposed within the business.
Ensuring you stay ahead and ride the economic roller coaster depends as much on differentiating yourselves from those aiming for the same segment of business. Repeatedly, surveys show that organisations that outperform the competition in terms of satisfying the customer are the ones that gain the highest level of dealer loyalty, brand loyalty and financial performance
How does your organisation match up to the challenge?
How do you differentiate your offer from the competition?
How much money do you spend on customer initiatives that do not provide a positive and lasting impression of your business?
What do your customers care about most?
How well are we satisfying our customers core needs?
If only you had the time to stand back and answer these and other questions. Time however is just one of the barriers to being objective about your own business. Isn't it also a case of simply being too close and involved?
Our strategy is to research what really happens in your business, minute by minute, hour by hour, day by day and formulate 'on the ground' solutions by improving process for the long term and mentoring staff at all levels to understand where the communication and motivation blockages exist
We believe that many retail motor industry businesses are being forced into 'knee jerk' actions by manufactures who simply do not understand the retail environment. A system of phoning customers after a vehicle purchase or service has outgrown its usefulness and now irritates customers.
At 'The Lofthouse' we have over ten decades of combined automotive customer satisfaction experience and a realistic and hands on approach, gained through direct manufacturer and dealer consultancy in both volume and prestige brands.
For more information on our services please mail us on [email protected] alternatively phone on 01531 633746