Improving Loyalty

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• Improving Loyalty
• by Improving Dealership
• Business Operations
• Raise SSI/CSI Scores
• Drive Accountability
• Eliminate Waste
• Improve Profits
• Increase Sales Volume

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CSI Revolution
Old World
New World
Measure PLUS Improve Dealership Operations
Measure only

• Daily
• Hi Tech - Overnight
• Live, quick interviews
• Employee diagnostics
• Immediate Hot Comments
• Audio Recordings
• Saves customers
• Dealerships Improve!

• Monthly (At Best)
• Old Technology
• Late Information
• Customer is lost
• Dealership Unfriendly
• Format

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CSI Revolution- Smart Choice
Old World
New World
Smart Choice!
Two customer contacts
One customer contact!!
Combined OEM CSI and Dealer Follow up
OEM CSI Survey
Dealer Follow-up

• Monthly Reports
• Old Technology
• Late Information
• Customer is lost
• Retail Unfriendly
• Format
• Not used at retail

• Inconsistent Process
• Minimum Organization
• Low Accountability
• Expensive
• Disconnected
• No Tracking and Trending

• Daily Feedback!
• High Tech - Overnight
• Live quick interviews
• Employee diagnostics
• Immediate Hot comments
• Audio recordings
• Saves customers
• Retail user friendly
• Dealerships Improve!!

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Customer Follow up Process

• Immediate Customer Contact
• Next Day Professional Phone Interview
• US Based California
• Spanish Capability
• Highly Coached and Monitored In House
  Interviewers

• Recorded Customer Comments
• Personal Messages
• Provides Deep insight
• Unique and Powerful

• Full Interview Recordings
• Hear your own customers
• Irrefutable Record
• Email to anyone
• Audit Our Interviewers

• Daily Reports
• Full Transaction Details
• Easy to Use
• Focused on Opportunities

• Hot Comments- Action reports
• Entered Immediately
• Emailed to Dealership in 15 mins
• Closed-loop management process
• Logs History of Improvement Action
• Full Accountability for Resolutions

• Drives Employee Accountability
• Ranks Service Writers and Technicians Best to
  Worst
• Provides Individual Employee Performance Results
  13 Months
• Performance Appraisal Daily Updates

Daily ProcessFeedback
Daily ProcessFeedback
Top Management Oversight Tools Employee Log-In
History Tracks Dealership Strengths Full Cost
Control Tracks Dealership Weaknesses Dealership
Performance Tracking Daily Customer Report Card
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(No Transcript)
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NADA-24 Is Working! External Validation
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Large Toyota DistributorBefore and After
Analysis - NADA-24 Dealer Usage
NADA-24 Is Working! External Validation
1.9
1.4
0.1
NADA-24 Raises Scores!
-1.6
Jan-July 06 Vs August-December 06
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Large Toyota DistributorBefore and After
Analysis - NADA-24 Dealer Usage
NADA-24 Is Working! External Validation
NADA-24 Raises Scores!
2.7
0.8
0.5

• Jan-July 06 Vs
• Aug.-December 06

-0.4
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National Daily Performance Update
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National Daily Performance Update
Average top 10
Average All Dealers
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Rank Your Employees - Daily Update
Corp Average
Dealership Average
1 2 3 4 5 6 7 8 9
10 11 12 13 14 15 16 17 18 19
Employees
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Employee Performance History - Example
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Dealership Self-Improvement Process
Continually Communicate

• Measures include
• Daily Customer Feedback and Scoring
• Customer Audios and Interviews
• Dealership Trend analysis
• Employee Performance Rankings
• Employee Performance History
• Management Log-In History
• Hot Comments- Open and Closed
• Action Reports

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Dealership Users Process
Daily Check Sheet
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Review Customer Feedback Report
Log on t daily
Check Hot Comment Report
Review Action Reports
Process Steps

• Review new Hot Comments received
• Reference Customer Interview and Customer
  Voicemail for further information
• Take corrective action with customer
• Update Hot Comment with action taken and close
  Hot Comment as necessary
• Utilize Action Report to track on-going customer
  issues.

• Listen to Red and Yellow Customer Interviews
  Customer Voicemails if available
• Resolve or escalate actionable items to the
  appropriate staff member
• Utilize the Action Reports feature of NADA-24
  to track customer communications and resolution

• Update and close customer issues as necessary
• Follow up with dealership staff members on aging
  Action Report items

Actions Responsibility

• Get in early and go to 7 day report to see your
  dealerships report card from
  yesterday

Daily attention is critical to the success in
your dealership. The faster you respond to a
customer issue, the better chance you have to
resolve that issue positively for the customer
and your dealership.
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Dealership Managers Process
Weekly Process
Daily Process
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Process Steps
Red Yellow from Customer Feedback Report
ReviewLogin Report
Review Hot Comment Action Report
Review Staff Report
Review Likes/Dislikes Report

• Check to see that Hot Comments are being closed
  in a timely manner.
• Verify written solution to assure it was
  adequately handled.
• Email ageing Hot Comments to your staff Remind
  them of the importance of quick and thoughtful
  resolution
• Review the Action Report for aging customer issues

• Check for positive/negative trends.
• Counsel with employees as needed
• Review number of bad phone numbers
• Congratulate good employees whenever appropriate

• Look for trends good and bad
• Intervene with employees where necessary
• Consider updating dealer processes to drive
  prevention

• Assure your staff is capturing actions and
  updating logs.
• Listen to sample voicemails and full interviews
• Verify solutions taken are appropriate, and up to
  dealership standards.
• Verify timeliness of actions
• Dont wait for a Hot Comment be proactive
• Look for trends, and reoccurring problems

• Verify that appropriate staff is logging on to
  NADA-24 daily.
• Verify each department is represented and
  utilizing appropriately
• Make sure
• Assure staff is aware system is being monitored.

Actions
Daily attention is critical to the success in
your dealership. The faster your staff responds
to a customer issue, the better chance you have
to resolve that issue positively for the customer
and your dealership.
16

• Improving Loyalty
• by Improving Dealership
• Business Operations
• Raise SSI/CSI Scores
• Drive Accountability
• Eliminate Waste
• Improve Profits
• Increase Sales Volume