This document discusses factors that influence customer loyalty to automobile companies. It begins by defining customer loyalty and noting that companies can generate demand and build loyalty by differentiating themselves, demonstrating superior value, and satisfying customers. It then discusses four main types of marketing channels that companies use, including direct selling, selling through intermediaries, dual distribution, and reverse channels. Next, it provides examples of specific marketing channels used by automobile companies, such as word-of-mouth, social media contests, digital marketing, viral marketing, and mail order marketing. The document proceeds to examine factors that influence automobile customers, such as virtual tours, purchase incentives, gifts after purchase, and test drives. It concludes by emphasizing the importance of appreciating customers and

1. Department of management
Faculty of commerce and management
Eastern University, Sri Lanka

2. PRESENTER:
Ms. SHOBANA SOUNDARLINGAM EU/IS/2010/MS/79

3. 2) MARKETING CHANNEL
3) AUTO MOBILE COMPANIES
4) THE FACTORS INFLUENCING AUTOMOBILE CUSTOMERS
CONTENTS
5) CONCLUSION

4. 1) CUSTOMER LOYALTY

5. Customers make decisions about where to spend their time,
money, and effort every day. They might be business buyers
between 9 am to 5 pm, but the rest of the time they are
consumers. In either case, the scenario is always the same for the
seller. They should make their product or service the preferred
choice to consumers. They do this by providing offers that will:
Differentiate them from competitors
Generate significant demand by customers
Demonstrate superior value
Build customers’ loyalty

6. : “Customer loyalty is both an attitudinal
and behavioral tendency to favor one
brand over all others, whether due to
satisfaction with the product or service, its
convenience or performance, or simply
familiarity and comfort with the brand. ”
:“Customer loyalty is the
continued and regular patronage of
a business in the face of alternative
economic activities and competitive
attempts to disrupt the relationship”
DEFINITION FOR CUSTOMER LOYALTY

7. Benefits : CUSTOMER LOYALTY
: Continuous production is used under the following circumstances:
1. 2. 3. 4.
Encourages
consumers to
shop more
consistently
Spend a
greater share
of wallet
Feel positive
about a
shopping
experience
Helping attract
consumers to
familiar brands
in the face of a
competitive
environment.

8. 2) MARKETING CHANNEL

10. MAIN FOUR TYPES OF MARKETING CHANNELS
Direct
selling
Selling through
intermediaries
Dual
distribution
Reverse
channels

11. 3) AUTO MOBILE COMPANIES

12. AUTO MOBILE COMPANIES
The business of producing and selling self-powered vehicles,
including passenger cars, trucks, farm equipment, and other
commercial vehicles

13. THE MARKETING CHANNELS OF AUTOMOBILES COMPANIES
1. 2. 3. 4.
Word of
mouth
Social
media
contests
Digital
marketing
trends
Viral
marketing.
5.
Mail order
marketing

14. 6.
Traditional
advertisement
strategies
.
THE MARKETING CHANNELS OF AUTOMOBILES COMPANIES

15. Word of mouth
• Word-of-mouth marketing, also known as viral marketing is the
dissemination of messages about the company through
customer interaction.
• Example: Assume there is a new restaurant in town.
• Positive WOM usually results for a good brand experience and is
spread by 'brand ambassadors'.
• "Did you know there's a new restaurant in town? The food and
service are great!“

16. Social Media Contests
A social media contest is well-suited to complement the
current and future ad campaigns.
Example:
Twitter,Pinterest,Facebook,Tumblr,Instagram

17. Digital marketing trends
Digital marketing is the promotion of products or brands
via one or more forms of electronic media.
 Digital marketing applies technologies or platforms such as
websites, e-mail, apps (classic and mobile) and social
networks.
Digital Marketing can be through Non-internet channels
like TV, Radio, SMS, etc or through Internet channels like
Social Media, E-mails ads, Banner ads, etc.

18. Viral Marketing
On the Internet, viral marketing is any marketing
technique that induces Web sites or users to pass on a
marketing message to other sites or users, creating a
potentially exponential growth in the message's visibility
and effect.

19. Mail order marketing
Mail order is the buying of goods or services by mail
delivery. The buyer places an order for the desired
products with the merchant through some remote
method such as through a telephone call or web site.
In our country some buyers order the car via online and
they directly import from Japan. The cars are handed
over to the buyer in harbour.
Example: Top Rank Company, Japan,NikkyoCo.,Ltd, Japan

20. Traditional advertisement strategies

21. 4) THE FACTORS INFLUENCING
AUTOMOBILE CUSTOMERS

22. The virtual tour allows viewers to explore
the car as if they were seated inside it,
zooming in to see the incredible detail in
the image so they can get a feel of the
textures and quality of the car interior.
The premium in the form of extra
merchandise, a discount, or a gift, offered
to the prospective purchaser of an item or
service in the hope that this bonus will
motivate the purchase of the item.
Example: Toyota incentives-Cash Back,
Low APR, and Special Toyota lease deals,
this is the source for savings on the
buyer’s next Toyota.
Virtual Tour
THE FACTORS INFLUENCING AUTOMOBILE CUSTOMERS
Purchase
incentives

23. Everyone likes to get something for free.
That's one of the prime reasons for the long-
standing use of gift-with-purchase promotions.
Luxury retailers using gift with purchase
promotions may not directly influence a
consumer’s purchase, but they can offer an
extended shopping experience that can result
in brand loyalty.
Example- Toyota key tag
The goal of a test drive is to experience as
closely as possible the same type of driving
conditions the vehicle will be used for after
purchase.
For those looking at used vehicles, it is even
more important to take the vehicle for a test
drive because used vehicles tend to have
more issues that new cars usually would not
have.
Gifts after
purchase
THE FACTORS INFLUENCING AUTOMOBILE CUSTOMERS
Test drive

24. 5) CONCLUSION

25. • In this Information technology era buying behaviour
has changed, the internet has made it easier to source
new suppliers and change supplier the minute a better
price is offered.
• To keep customers loyal the business need to show
how much customers are appreciated to their custom.
• The businesses react to different channels in different
ways to add value to the relationship.