Keeping the Promise
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Keeping the Promise
We have curated the content here to encourage automotive organisations and their employees to live their brand promise and to create customer advocates through delivering great customer experiences. Enjoy our Scoops and follow us on your journey. If you need help building a customer centric culture contact us here at The Customer's Shoes - we help automotive brands and dealers become famous for delighting their customers. Call us on +44(0)8455480228 or email measureup@thecustomersshoes.com
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How To Transform Your Automotive Dealership CultureTransform Your Dealership Culture

How To Transform Your Automotive Dealership CultureTransform Your Dealership Culture | Keeping the Promise | Scoop.it
Transforming My Dealership Culture
Mark Gregory , Programme Innovator @Transformation Coach's insight:

We’ve recently completed a survey with managers in dealerships and 75% of dealer managers said that they need to transform their dealership culture in order to thrive profitably in the future.

 

I’m not sure if this applies to you or if you know of colleagues where it would apply, but if it does then sign up to our four free training videos on “How To Transform Your Dealership Culture”.

 

Simply go to http://transformyourdealershipculture.com

 

Each great video includes useful tools to help kick start your transformation initiatives!

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Experience the brand - brand-e.biz

Experience the brand - brand-e.biz | Keeping the Promise | Scoop.it
Experience the brand
brand-e.biz
Best-Experience-Brands-2013 Experience is a determining factor for how consumers feel about and behave toward brands, according to the results of Best Experience Brands 2013 research conducted by Jack Morton.
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The future for British shops is bright, but retailers must get the mix right ... - Telegraph.co.uk

The future for British shops is bright, but retailers must get the mix right ... - Telegraph.co.uk | Keeping the Promise | Scoop.it
Telegraph.co.uk
The future for British shops is bright, but retailers must get the mix right ...
Telegraph.co.uk
Too many shops are pokey and in the wrong places for the modern retailers' needs.
Mark Gregory , Programme Innovator @Transformation Coach's insight:

From the article - "We see three types of shopping –what we call “experiential”, “convenience” and “functional”. Get it right and the destinations continue to thrive." So there are ideas in here that should help larger dealers develop one fo three types. 

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'Genius' plan boosts BMW UK customer satisfaction

BMW is rolling out its 'Genius' programme at UK dealerships following a successful pilot scheme in 2012.

 


Via Jörg Höhner
Mark Gregory , Programme Innovator @Transformation Coach's insight:

This is an interesting approach inspired by Apple but will the approach be undermined by a lack of a strong culture and belief in the businesses that deliver the service. BMW can not be compared with Apple when it comes to culture nor can it's dealers be compared to Apple stores. Culture is key to delivering famous customer experience. Creating new roles may ease the pain but will not address the culture. We watch with interest.

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Rescooped by Mark Gregory , Programme Innovator @Transformation Coach from Automotive Customer Experience Excellence
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British car makers top for satisfaction

British car makers top for satisfaction | Keeping the Promise | Scoop.it
Land Rover has led a resurgence of the British car industry in the latest customer satisfaction survey.

Via Jörg Höhner
Mark Gregory , Programme Innovator @Transformation Coach's insight:

Have we finally cracked customer experience in the automotive industry? Well infact these surveys tell us a lot about the product but do they explain the relevance of the customer's experiecne at the dealership?

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Innovative Biker Group Serves Up Erotic Rides, Costume Parties & Spiritual Redemption on Two Wheels

Innovative Biker Group Serves Up Erotic Rides, Costume Parties & Spiritual Redemption on Two Wheels | Keeping the Promise | Scoop.it
NEW YORK, May 24, 2013 /PRNewswire/ -- What do motorcycles, costume parties, and sacred Hindu temples all have in common?
Mark Gregory , Programme Innovator @Transformation Coach's insight:

Now this is what I call a bike ride. It shows perfectly the promise of a brand delivering an experience.

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Clearing Hurdles to Employee Engagement - TalentCulture - World of Work

Clearing Hurdles to Employee Engagement - TalentCulture - World of Work | Keeping the Promise | Scoop.it

In general, we see companies encountering six main hurdles on their journey:

 

 

Employee participation
Making time
Securing executive buy-in
Engaging managers
Budget
Measuring success

 

 

Each one presents a unique challenge, but none are insurmountable.

 


Via Jean-Philippe D'HALLUIN
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Jean-Philippe D'HALLUIN's curator insight, May 11, 2013 1:54 AM

Don't forget the warm up. 

 

On your marks ...

David Hain's curator insight, May 11, 2013 2:36 AM

Nice infographic.

Ivon Prefontaine's curator insight, May 11, 2013 12:52 PM

We need a new leadership structure to emerge for this to happen.

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Where Passion Comes From

Where Passion Comes From | Keeping the Promise | Scoop.it
Passion is longing to be what you could be, but aren't. Passion for leadership is the combination of falling below your imagined leadership potential and longing for exceptional leadership - at the...

Via John Lasschuit ®™, Ivon Prefontaine, Jean-Philippe D'HALLUIN
Mark Gregory , Programme Innovator @Transformation Coach's insight:

Adopt the ABC's of leasdership to drive your vision for the customer experience you're aiming for. When there is no vision the people will perish. Simples!

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Ivon Prefontaine's curator insight, May 19, 2013 11:06 AM

We need to integrate passion with compassion.

Jean-Philippe D'HALLUIN's curator insight, May 20, 2013 1:44 PM

Engagement =? passion Level 1

Mark Gregory , Programme Innovator @Transformation Coach's curator insight, May 24, 2013 6:40 AM

Relevant ABC's of leasership which we all need in order to deliver a great customer experience and keep the promise. At least adopt the ABC's.

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Five retail technology trends you should know about

Five retail technology trends you should know about | Keeping the Promise | Scoop.it
Here are some of the retail marketing trends that might just help you create a standout customer experience (Brand Journalism, one of the five retail technology trends you should know about http://t.co/Ggg42qFB0N...
Mark Gregory , Programme Innovator @Transformation Coach's insight:
Worth checking out these trends to see how they could relate to a dealer.
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Which Social Network is Best for B2B Marketing?

Which Social Network is Best for B2B Marketing? | Keeping the Promise | Scoop.it
Facebook, Twitter, LinkedIn, Google+, and YouTube all need to be in the toolbox of any serious B2B online marketer, but investing wholly in one of these social network will greatly help any B2B marketer increase his or her bottom line.
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Rare Gathering of Car Owners, Dealers, Marketers & Retailers to Converge at Mercedes-Benz U.S. Production Facility - WSJ.com

Rare Gathering of Car Owners, Dealers, Marketers & Retailers to Converge at Mercedes-Benz U.S. Production Facility - WSJ.com | Keeping the Promise | Scoop.it
Welcome Mercedes Benz car owners, dealers, marketers & retailers from across North America for "StarTech 2013"!... http://t.co/5fzwOcZW6v
Mark Gregory , Programme Innovator @Transformation Coach's insight:
Great collaboration of a brand engaging its community.
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This'll Show Abercrombie & Fitch

This'll Show Abercrombie & Fitch | Keeping the Promise | Scoop.it
In response to Abercrombie & Fitch CEO Mike Jeffries not wanting "not so cool" kids or women who wear size large to wear his company's clothes, Greg Karber has come up with a funny and creative way to readjust the Abercrombie & Fitch brand.
Mark Gregory , Programme Innovator @Transformation Coach's insight:

How you can affect change to a brand both for the good and bad. This isone man's quest to do just that. 

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Brand Advocates, Social Media Marketing

Brand Advocates, Social Media Marketing | Keeping the Promise | Scoop.it
Learn how social media marketing is used to energize customers, drive traffic and sales in the Brand Advocates book by Rob Fuggetta. Get it today.
Mark Gregory , Programme Innovator @Transformation Coach's insight:

Grab the book and reedfine your brand experience.

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Grow to thrive in the new 'experience economy' - Marketing magazine Australia (blog)

Grow to thrive in the new 'experience economy' - Marketing magazine Australia (blog) | Keeping the Promise | Scoop.it
Grow to thrive in the new 'experience economy'
Marketing magazine Australia (blog)
Brands commitment to consumer-centric marketing is a commitment to delivering rich and relevant and continuous brand experiences.
Mark Gregory , Programme Innovator @Transformation Coach's insight:

Contains some handy tips for thriving in the new experience economy.

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Great Experiences Are the Foundation of Powerful Social Marketing - SYS-CON Media (press release) (blog)

Great Experiences Are the Foundation of Powerful Social Marketing SYS-CON Media (press release) (blog) The core finding from our research is this: Positive brand experiences are a very powerful force that leads people to engage in word of mouth,...
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User-Friendly Payment Options For EV Charging Will Reduce Adoption Barriers, Notes Frost & Sullivan

User-Friendly Payment Options For EV Charging Will Reduce Adoption Barriers, Notes Frost & Sullivan | Keeping the Promise | Scoop.it
LONDON, May 27, 2013 /PRNewswire/ -- Insufficient infrastructure has been the main dampener for the wider adoption of electric vehicles (EV), with user concerns revolving around the insufficient number of charging stations across a widespread area...
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Halfords invests in digital as part of new plan to boost sales to £1bn a year

Halfords invests in digital as part of new plan to boost sales to £1bn a year | Keeping the Promise | Scoop.it

Key measures in the automotive-to-cycling retailer’s new Getting into Gear 2016 plan, announced this week, include introducing a “service led digital proposition” as well as a supply chain fit for the 21st century. Other measures include improving customer service, upgrading the store estate, and “reasserting Halfords’ authoritative category propositions” in areas including cycling.

 


Via Jörg Höhner
Mark Gregory , Programme Innovator @Transformation Coach's insight:

This will increase the competition for the dealer sector and certainly put pressure on dealers needing to raise their game for winning business from customers with older cars. But will Halfords beable to pull it off? The instore experience will be critical.

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The Business Value of CX: Attracting New Customers

Discover the key principles of attracting new customers; bring together their expectations, intent and behaviors with your brand promise for financial benefit.
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Entering the Third Age of Branding | Branding Magazine

Entering the Third Age of Branding | Branding Magazine | Keeping the Promise | Scoop.it
Today, we are living and working in what many are deeming a third age of branding; one defined not by how a brand carries itself through external communications, but by how people experience the brands around them.
Mark Gregory , Programme Innovator @Transformation Coach's insight:

This article has complete relevance to the customer experience within the brand experience. Well worth reading.

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5 Ways to Create a Winning Culture

5 Ways to Create a Winning Culture | Keeping the Promise | Scoop.it
A strong culture isn't something you wish into place, or even will into place. It's something you build. Here's how.

Via John Michel, Jean-Philippe D'HALLUIN
Mark Gregory , Programme Innovator @Transformation Coach's insight:

5 steps to defining your winning culture explained succinctly for any leader looking to change their own organisational culture.

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Scott Span, MSOD's curator insight, May 15, 2013 10:52 AM

Good list...what would you add?

Scott Span, MSOD's comment, May 15, 2013 10:53 AM
All great points... particularly # 3. Without trust, not much else can happen.
AlGonzalezinfo's curator insight, May 15, 2013 1:17 PM

Tpotally agree with Don on item #5.  I also like #3.

 

Create an environment of trust.

Many organizations believe internal trust is nice to have but not a key factor for bottom line profitability. That simply isn’t true. Trust directly affects speed and cost. When trust diminishes, speed goes down and costs go up. These economic factors are usually disguised as other things, but when there isn’t trust between team members, or between the company and its customers, it is impossible to achieve real success. The myths are that trust is built solely on integrity, that you either have it or you don’t, that if lost it can’t be restored, and that it can’t be taught. The realities are that trust is a function of both character and competency, it can be both created and destroyed, it can be restored (in most cases), and be taught and developed into a measurable strategic advantage.

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6 Trends in Mobile Customer Engagement | Loyalty360.org

6 Trends in Mobile Customer Engagement | Loyalty360.org | Keeping the Promise | Scoop.it
There seem to be new ways of engaging customers via mobile every day. We take a look at six of the current trends we’re seeing in the mobile environment and their potential impact on customer loyalty.
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#Nextchat: The Candidate Experience | WeKnowNext.com

#Nextchat: The Candidate Experience | WeKnowNext.com | Keeping the Promise | Scoop.it
RT @SHRM: The candidate experience is a direct reflection of an employer’s brand and culture. Looked at yours lately? http://t.co/Uwhs6YVgA0 #nextchat
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Tesla takes on America's car dealers

Tesla takes on America's car dealers | Keeping the Promise | Scoop.it
Tesla bypasses traditional auto dealers to sell directly to customers and that's got a lot of car dealers ready for a fight.
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25 Customer Experience Quotes

This selection of 25 more quotes from our library of over 365 quotes relevant to organisations looking to improve their customer experience. We added a twist by
Mark Gregory , Programme Innovator @Transformation Coach's insight:

These will trigger some thoughts. Turn them into action.

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How to build a compelling brand experience

How to build a compelling brand experience | Keeping the Promise | Scoop.it
Last Friday I went to a party organized by the Italian car company Lancia for a Barcelona Motor Show pre-opening ceremony. I felt a bit strange when only two years before I had been the organizer o...
Mark Gregory , Programme Innovator @Transformation Coach's insight:

From the article "Firstly, a brand should tell a story. By this I do not mean a prefab press kit with uninspiring fluff. Brands have to understand what is their transcendental meaning for the society and live by that meaning in every single action they take."

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