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Grip : GRIP March 2012
AFTERSALES GRIP DIFFERENT STuDy, SAME SRc STORy quickly the request is actioned. Many Subaru retailers are now appointing a lead controller for online service bookings to track the performance and manage this. 2. We know that every customer is different and their expectations on the service experience they want will also differ greatly. During the recent aftersales regional meetings we ran customer segmentation workshops that focused on what made these customers tick, and what is required to keep them as a promoter for your business and the Subaru brand. The findings from these workshops will be available for you to download, along with the customer segments profiles, shortly on Subaru Central. These are both great tools to conduct in-house training with all dealership staff, not only for the aftersales teams. In summary, it shows as a brand we are a few years ahead of the US, but rest assured that other brands within Australia are closely scrutinising what we are doing and will be doing their best to knock us off the number one perch in 2012. I am sure we all agree that we will be giving it a red hot go to stay number one this year, and beyond. From page 4 SUBARU HOLD CEREMONY FOR NEW BRZ Subaru held a ceremony in Japan to commemorate production start of the BRZ. FHI President Yasuyuki Yoshinaga said: “The car symbolises our corporate strategy in two significant aspects: good progress of our alliances; and advancement of our select and focus approach.” He said FHI hope to nourish each model to be loved by customers all over the world for a long time to come. INSIDE GRIP HOME PAGE RETAILER OF THE YEAR CUSTOMER EXPERIENCE AFTERSALES AMBASSADOR SPONSORSHIP WHAT’S IN THE PRESS TRENDS DEALER RANKINGS NPS SCORES SPORT
GRIP February 2012
GRIP April 2012