Download to read offline
Uploaded byHeather Claborn
Presentation1
The document outlines the core principles and processes of Hyundai of Yuma's customer loyalty program. It discusses their goals of selling themselves to customers, identifying customer goals, guiding customers to their objectives, and creating triggers to re-engage customers. The key aspects summarized are turning customers into family, following up with customers through various forms and surveys, the roles and responsibilities of the customer loyalty specialist team, and incentives in the customer loyalty specialist pay plan related to customer satisfaction metrics.
Presentation1
- 2. We Are Hyundaiof Yuma
- 3. 4 Core Principlesof Hyundai of Yuma 1. Sell Ourselves
- 5. 4 Core Principlesof Hyundai of Yuma 1. Sell Ourselves 2. Identify Customer Goals 3. Guide Customer to their objective 4. Create Triggers to Re-engage
- 6. We turn ourcustomers into family!
- 7. We turn ourcustomers into family!
- 9. -VISA PrePaid CreditCard for those reluctant to put CC on file -Daily monitoring of web DCS for open Blue Link alerts
- 10. • Distribution fromCustomer Loyalty Specialist to Sales Professional with 2 Day deadline • Once returned, Customer Loyalty Specialist Reviews survey and contacts customer • Contact customer a minimum of 2 times before they receive the survey HPI 8DayPaperFollowUpFormProcess
- 11. • Distribution fromCustomer Loyalty Specialist to Service Advisor after closed RO • Goal is to contact customer same day • If customer does not complete the email survey, Customer Loyalty Specialist reaches out for additional 2 days as a reminder HSI 2DayPaperFollowUpFormProcess
- 12. The Team Customer LoyaltySpecialist •Make sure every customer is BlueLinked •Follows BlueLink Alerts •Contact customer when alert is activated •Organize Customer Appreciation Dinner •Ensure all customers have a Truly Exceptional Experience •Plus much, much more..
- 13. The Team Main sales/servicejob duties: •Post service/sales one month score •Handle any low score survey alerts •Service and sales follow up •Individual meetings with service advisors/sales professional to improve processes and address issues. • Print out all Active surveys received and active for each service advisor/sales professional.
- 14. Customer Loyalty Specialist PayPlan HSI at or above Target $1,000.00 HPI at or above Target $500.00 100% Blue Link Enrollment* $250.00 Every Perfect Survey $10.00 Recall Appointments $3.00 each *Including 100% Credit Card Capture
- 15.
Editor's Notes
- #2 Click on the logo to be directed to the HOY Periscope page for Abe’s entry.
- #3 6 Minute Video
- #7 -An event to give back to our Customers for choosing our dealership to do Business with. -Planned and Hosted by our Customer Loyalty Specialist
- #9 Here at Hyundai Of Yuma we strive to be 100% Blue Linked every month. Not only do we want to enroll all our customers in Blue Link we want to make sure that if they have any Blue link Alerts there contacted to bring their vehicle into our service department. Here are some best practices we are currently implementing in our dealership.
- #10 Key Points -Sometimes we have a customer that doesn't want to put a credit card on file for the Remote & Guidance packages, We didn't want our customers to miss out on trying out the Remote & Guidance packages so we went ahead and provided a Visa Prepaid Credit Card so our customers could experience the Remote & Guidance packages and in turn we would be 100% Blue Linked for the month. -Every morning our Customer Loyalty Specialist checks the Hyundai Dealer Portal under Web DCS for any open Blue Link Alerts. If there are any, the customer is notified immediately and asked if they would like to go ahead and have a service appointment scheduled. If the customer confirms, we go ahead and schedule the appointment at the customers convenience.
- #11 - We use a simple paper follow up form. The form is based on the 8 day time period that it takes for the customer to receive the Email Survey. - The following day after the sale of a new Hyundai Vehicle our Customer Loyalty Specialist hands out the form to the Sales Professional and they have the next 2 days to contact the customer. After they do, they return it to our Customer Loyalty Specialist. -The Customer Loyalty Specialist receives the form and contacts the customer within the next 3 days (4-7 days after purchase) to ensure that they are fully satisfied, notifies them of the survey once again and lets them know that if they need anything we are always here. -We want our customers to be contacted at least twice after the purchase of their vehicle and before they receive the survey.
- #12 -The following day after the Service RO closes, the Customer Loyalty Specialist hands out this form to the Service Advisor. -With the survey being emailed out within 24 hours after the RO closes, we try to reach the customer within that first day but sometimes it's not possible to get a hold of the customer so the advisor has 1 more day to reach out to the customer by phone or email. -After the 2 day the form is then turned back in to the Customer Loyalty Specialist. If the customer has not filled out the Email Survey then they will be contacted again within the next 2 days by our customer Loyalty Specialist.
- #13 Customer Loyalty Specialist: Our Customer Loyalty Specialist is a position we have at our dealership to make sure all of our customers have a Truly Exceptional Experience. Main sales/service job duties: -Post service/sales one month score for sales/service employees to see. -Handle any low score survey alerts as advised by service director/sales manager. -Service and sales follow up calls (after advisor/sales professional calls customer) -Have individual meetings with service advisors/sales professional to improve processes and address HSI/HPI issues. -Print out all Active surveys received and active for each service advisor/sales professional.
- #14 Customer Loyalty Specialist: Our Customer Loyalty Specialist is a position we have at our dealership to make sure all of our customers have a Truly Exceptional Experience. Main sales/service job duties: -Post service/sales one month score for sales/service employees to see. -Handle any low score survey alerts as advised by service director/sales manager. -Service and sales follow up calls (after advisor/sales professional calls customer) -Have individual meetings with service advisors/sales professional to improve processes and address HSI/HPI issues. -Print out all Active surveys received and active for each service advisor/sales professional.
- #15 Our customer Loyalty Specialist is an hourly employee at a rate of $10.50 an hour with the opportunity to hit the bonus plan every month.
- #16 Click on the logo to be directed to the HOY Periscope page for Abe’s entry.