Global Car Parc - Inchcape

More documents

Recommendations

Info

Differentiated customer service proposition• Innovative Inchcape Advantage programme now in its 5 th year• Strong funnel management alongside superior customerprocesses keeps Inchcape significantly ahead of competitors• Constantly evolving processes based on insight gained from12,000 monthly customer interviews• Inchcape Advantage team further strengthened with successfulbusiness operators• 2012 will see roll out of proven customer service innovationsInchcape Advantage remains asignificant competitive advantage15
Superior customer service20019018016Net Promoter Score:Sales & Service (rebased 6m MAV)130125170160120150115140130110120110105100100Feb-07May-07Aug-07Nov-07Feb-08May-08Aug-08Nov-08Feb-09May-09Aug-09Nov-09Feb-10May-10Aug-10Nov-10Feb-11May-11Aug-11Nov-11Sales NPS (LHS) Service NPS (RHS)* Sales and Service NPS series start when data collection commenced
Page 1 and 2: Inchcape plc14th Annual Deutsche Re
Page 3 and 4: Proven business modelBroad geograph
Page 5 and 6: Inchcape Customer 1 st StrategyTo b
Page 7 and 8: Structural Growth
Page 9 and 10: Uniquely positioned to take advanta
Page 11 and 12: …this pattern is reflected in car
Page 13: Our 2012 Agenda1. Differentiated cu
Page 17 and 18: Inchcape marketing protects pricing
Page 19 and 20: Post warranty retention success•
Page 21 and 22: Business Development capability upg
Page 23 and 24: Breadth and Depth of Inchcape Perfo
Page 25: © Inchcape 2012. All rights reserv

Global Car Parc - Inchcape

You also want an ePaper? Increase the reach of your titles

Delete template?

Save as template?