Customer Satisfaction in automotive industry
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This document summarizes best practices for customer satisfaction in the automotive industry based on lessons from the hospitality industry. It analyzes Four Seasons Hotels as an example of a company with high customer satisfaction. Key aspects that lead to Four Seasons' success include their focus on premium branding, personalized service, consistency in employee training and customer experiences, and recruiting/retaining loyal employees through benefits and opportunities for growth. The document recommends automotive companies adopt similar practices around recruitment, customer-centric policies, consistency, and after-sales processes to improve brand value and reduce the customer satisfaction gap.
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- 1. Customer Satisfaction in the Automotive Industry Prepared by: 1.Mouawia Al Lababidi 2.Carlos Castro 3.Colin Chirairo4.Aundrea Cozzo 5.Tomasz Gerula 6. Natalia Kudelina 7. Tudor Opris8.Nataliya Penkova 9. Migiwa Sakurai 10. Nicholas Thomson
- 3. Customer Satisfaction in Hospitality Industry
- 9. Brand value and customer satisfaction gap
- 10. Aim
- 11. To increase the total car purchase and service experience
- 13. Creating value through service
- 16. Price
- 19. Image/Brand-Named RecognitionRemarkable growth of the online travel marketplace. ! 75% of adults in the US – TIA doing travel research
- 20. Direct vs. Indirect Online Distribution Online travel adoption rate (PhoCusWright 2007)
- 21. Companies’ Focus "To become the world's leading consumer company for automotive products and services.” "To sustain profitable growth by providing the best customer experience and dealer support.” “Four Seasons is dedicated to perfecting the travel experience through continuous innovation and the highest standards of hospitality. From elegant surroundings of the finest quality, to caring, highly personalized 24-hour service,Four Seasons embodies a true home away from home for those who know and appreciate the best. The deeply instilled Four Seasons culture Is personifiedin its employees ﾐpeople who share a single focus and are inspired to offer great service.”
- 23. 82 properties
- 26. Personal service
- 29. Service Consistency = Advantage
- 31. Personal touch
- 33. Go above and beyond for the guest
- 35. Adopted differentiation focus strategy
- 36. “Software” rather than “hardware”
- 40. 21% growth rate per yr.
- 41. Hiring process
- 42. 4 interview process,
- 44. Management programs recruit from top colleges
- 45. Training
- 48. Orientation, ongoing training (Kusluvan, S. p.439)
- 49. Retain employees
- 50. Self fulfilling prophecy
- 51. Incentives and benefits
- 52. Free room nights
- 56. Procedures
- 58. Incentive & Development ProgramsRotman University, Toronto, 2007
- 60. Involve your employees and convey your corporate culture
- 61. Be customer oriented rather than profit oriented
- 62. Achieve consistency of services and make recent checks
- 64. Conclusion
- 65. Customer Satisfaction in the Automotive Industry Prepared by: 1.Mouawia Al Lababidi 2.Carlos Castro 3.Colin Chirairo4.Aundrea Cozzo 5.Tomasz Gerula 6. Natalia Kudelina 7. Tudor Opris8.Nataliya Penkova 9. Migiwa Sakurai 10. Nicholas Thomson
- 67. CNNMoney.com
- 68. Customer Relationship Management (n.d.). Retrieved November 19, 2008 from the http://www.answers.com/topic/customer-relationship-management.
- 70. Managing Employee Attitudes and Behaviors in the Tourism and Hospitality Industry(Kusluvan, S. p.439).
- 71. Ryals, L. (n.d.). Retrieved Novemeber 19, 2008 from the https://www.som.cranfield.ac.uk/som/news/manfocus/downloads/crm.doc
Editor's Notes
- Four Seasons stands for - "Personal service is not something you can dictate as a policy. It comes from the culture,“ – Isadore Sharpe. (CNNMoney)There is a real feeling of the brand value for a guest to be able to own a part of the property such as private residences and club ownership.