KEN LEE GROUP MARKETING & COMMUNICATIONS DIRECTOR 20 years of automotive marketing experience Pioneered Inchcape Advantage INCHCAPE ADVANTAGE our competitive advantage What do customers look for? Vehicle Brand Experience Premium customer experience is the true differentiator Vehicle Brand Distribution Experience Retail Why customer service is a differentiator for Inchcape Service levels and trust Customer expectations continue to rise Investment Industry continues to frustrate Research Process development Advanced retail technologies Customer metrics Infrastructure Inchcape Advantage People Consistently deliver a superior customer experience What is Inchcape Advantage? Inchcape's unique programme to deliver a superior customer experience at each stage of the customer journey Consideration Purchase & Ownership Customer Experience Internal & External Best Practice Measurement Kaizen What is Inchcape Advantage? Inchcape's unique programme to deliver a superior customer experience at each stage of the customer journey Consideration Inchcape Digital Standards StarPlus Marketing Model Purchase & Ownership Processes: ‘Brilliant Basics’ Customer Experience People: ‘Magic Moments’ Internal & External IA Metrics Measurement Best Practice Continuous Improvement Kaizen What is Inchcape Advantage? Inchcape's unique programme to deliver a superior customer experience at each stage of the customer journey Inchcape Digital Standards StarPlus Marketing Model Consideration Processes: ‘Brilliant Basics’ People: ‘Magic Moments’ Purchase & Ownership Customer Experience IA Metrics Continuous Improvement Internal & External Best Practice Measurement Kaizen What is Inchcape Advantage? Inchcape's unique programme to deliver a superior customer experience at each stage of the customer journey Inchcape Digital Standards StarPlus Marketing Model Customer Experience Processes: ‘Brilliant Basics’ People: ‘Magic Moments’ Customer Experience IA Metrics Continuous Improvement Measurement Kaizen Inchcape Digital Standards StarPlus Marketing Model Processes: ‘Brilliant Basics’ Customer Experience Inchcape Digital Standards Customer Experience People: ‘Magic Moments’ Customer Experience IA Metrics Continuous Improvement Measurement Kaizen Live Chat Inchcape Digital Standards StarPlus Marketing Model Processes: ‘Brilliant Basics’ Customer Experience Inchcape Digital Standards Customer Experience People: ‘Magic Moments’ Customer Experience IA Metrics Continuous Improvement Measurement Kaizen Online Finance Calculator Inchcape Digital Standards StarPlus Marketing Model Processes: ‘Brilliant Basics’ Customer Experience Inchcape Digital Standards Customer Experience People: ‘Magic Moments’ Customer Experience IA Metrics Continuous Improvement Measurement Kaizen Online Service Booking Inchcape Digital Standards StarPlus Marketing Model Processes: ‘Brilliant Basics’ Customer Experience Inchcape Digital Standards Customer Experience People: ‘Magic Moments’ Customer Experience IA Metrics Continuous Improvement Measurement Kaizen Driving Customer Conversion Inchcape Digital Standards StarPlus Marketing Model Processes: ‘Brilliant Basics’ Customer Experience Inchcape Digital Standards Customer Experience People: ‘Magic Moments’ Customer Experience IA Metrics Continuous Improvement Measurement Kaizen Brand Introduction via common interests Research and discovery Purchase engagement Purchase intent Inchcape Digital Standards StarPlus Marketing Model Processes: ‘Brilliant Basics’ Customer Experience StarPlus Marketing Model Customer Experience People: ‘Magic Moments’ Customer Experience IA Metrics Continuous Improvement Measurement Kaizen Inchcape Digital Standards StarPlus Marketing Model Processes: ‘Brilliant Basics’ Customer Experience StarPlus Marketing Model Customer Experience People: ‘Magic Moments’ Customer Experience IA Metrics Continuous Improvement Measurement Kaizen Inchcape Advantage processes… Inchcape Digital Standards StarPlus Marketing Model Processes: ‘Brilliant Basics’ Customer Experience People: ‘Magic Moments’ Customer Experience IA Metrics Continuous Improvement Measurement Kaizen A clear set of processes and standards for each stage of the customer journey based on customer insights and metrics Vehicle Sales, Vehicle Maintenance and Accident Repair Processes: ‘Brilliant Basics’ Customer Experience Multi-language …at each stage of the customer journey Inchcape Digital Standards StarPlus Marketing Model Processes: ‘Brilliant Basics’ Customer Experience Processes: ‘Brilliant Basics’ Customer Experience People: ‘Magic Moments’ Customer Experience IA Metrics Continuous Improvement Measurement Kaizen • • • • Appointment Welcome Consultation Presentation • • • • Demonstration Agreement Communication Handover Inchcape Digital Standards StarPlus Marketing Model Processes: ‘Brilliant Basics’ Customer Experience People: ‘Magic Moments’ Customer Experience People: ‘Magic Moments’ Customer Experience IA Metrics Continuous Improvement Measurement Kaizen Licensed to make Customers feel special Inchcape Digital Standards StarPlus Marketing Model Processes: ‘Brilliant Basics’ Customer Experience IA Metrics Measurement People: ‘Magic Moments’ Customer Experience IA Metrics Continuous Improvement Measurement Kaizen Sales & Aftersales • Customer funnel • Mystery shop • Net Promoter Score (NPS) Inchcape Digital Standards StarPlus Marketing Model Processes: ‘Brilliant Basics’ Customer Experience People: ‘Magic Moments’ Customer Experience IA Metrics Continuous Improvement Measurement Kaizen • Marketing Forums Continuous Improvement Kaizen • Digital Webinars • IA Calls Is Inchcape Advantage working…? Customer Service NPS 2009 – 2013 +29% Margin Accretive Growth Pricing Power Margin Growth 200 180 160 140 120 100 80 60 40 20 0 5 4.2 4 4.5 4.6 4.7 3.5 3 2 1 2009 2010 Rebased Sales 2011 2012 Rebased PBT 2013 0 2009 2010 2011 2012 2013 Inchcape Advantage remains a key source of competitive advantage Strengthen • Market share growth • Customer retention • Pricing Power Expand • OEM relationships • Access to market opportunities CONNOR MCCORMACK CEO UK Group Executive member since 2009 Joined Inchcape in 2005 as UK Retail CFO UK Retail Premium partners driving premium growth in the UK market Inchcape Partners TIV (000’s) 634 Partner share of UK TIV Inchcape share 664 686 747 815 36.0% 31.8% 2009 2010 2011 2012 2013 8.6% 8.8% 9.0% 8.8% 8.9% UK Retail Geographic clusters driving efficiency & economies of scale M-Benz, VW JLR, Audi BMW, MINI JLR M-Benz, JLR, Toyota, Lexus BMW, MINI JLR, VW JLR, Audi, Toyota, Lexus VW, Porsche BMW, MINI JLR, Audi, VW Toyota, Lexus Major conurbation UK Retail Premium partner focus to drive premium growth Partner Brands Inchcape Points UK Network % Share VW Group Volkswagen Cars Volkswagen CV Audi Porsche 21 3 10 2 205 72 114 34 10.2% 4.2% 8.8% 5.9% BMW BMW BMW Bikes MINI 14 2 16 146 37 145 9.6% 5.4% 11.0% Daimler Mercedes Benz Smart 12 5 145 55 8.3% 9.1% Tata Jaguar Land Rover 9 7 87 112 10.3% 6.3% Toyota Toyota Lexus 7 3 181 46 3.9% 6.5% UK Retail Fewer, bigger & better facilities delivering premium customer experience VW Chester Audi Maidstone BMW Norwich Toyota Derby UK Retail Leveraging technology to drive returns & superior customer experience Livechat & Online Booking CRM Booking & upsell campaigns eVHC & diagnostic equipment Tyres & SMARTrepair UK Retail Delivering premium returns in the UK Actual 2013 UK Retail Competitor A Competitor B Competitor C # Sites 111 c.240 c.120 c.95 Turnover / Site £m 19.7 15.7 19.0 13.1 OP / Site £k 493 254 417 95 ROS% (Motors) 2.5% 1.6% 2.2% 0.7% Source : Internal Analysis UK Retail Premium partners already back to peak with strong future growth prospects Inchcape Partners TIV (000’s) 725 2006 762 2007 Source : Internal Analysis, SMMT, Trendtracker 691 2008 634 664 2009 2010 686 747 • Exciting model refreshes 815 • New models in new segments with increased premiumisation • Car Finance (PCP/ Contract Hire) to accelerate the change cycle 2011 2012 2013 Inchcape’s premium and luxury brands to continue to outperform in the UK • Investment in customer experience – facilities, people and processes • Superior innovation and product offerings • Aspirational product - motivating consumer demand • Strong residual values supporting consumer change cycle • Structural recovery in UK economy • Marginalisation of previous mainstay mid-tier brands Inchcape UK brand partners have increased their TIV share by 9% to 36% over last 10 years UK Retail The facility of the future VW West London - 2015 BMW / MINI Reading - 2015 UK Retail The facility of the future VW West London - 2015 BMW / MINI Reading - 2015 UK Retail The premium opportunity Premium Brands in Growing Markets Premium Growth with = and Premium Facilities and Premium Returns Premium Experience
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