The First Stop and ETB Autocentres networks are showing their commitment to motorists like never before, after creating a new customer framework to raise standards amongst its staff, as well as a dedicated Customer Centricity Week in September.
Both networks are going the extra mile to offer a ‘delightful experience’, with the aim of generating more repeat business and an increase in recommendations.
Their three overarching objectives are to gain the loyalty and recommendations of its customers, for customer-centricity to be part of its DNA and crucially, to create the best customer journey in the automotive retail industry.
A dedicated Customer Centricity Week will take place from 25th to 29th September, where staff will be monitored and more initiatives put in place. The framework has been months in the making and aims to create a high-quality, standardised service that motorists can look forward to each time they visit.
Every technician and member of staff will be educated on the new philosophy and each objective will be measured through a number of key performance indicators. These include Google Review scores and a number of reviews, while actions and measurement will be achieved through in-depth staff training, improved customer feedback methods and centre manager guidance and observation at each point of sale.
Nikki McCluney, Bridgestone Retail Marketing Manager, said: “Our motto is to give customers a delightful experience as a daily priority. The customer is at the heart of everything we do, and we are recognising this through the most in-depth framework ever produced. The ultimate objective is for motorists to expect the best experience, whatever the depot.
“To do this, we will position our staff as consultants in tailored automotive information and the number one source of support when it comes to prevention and solutions. To reinforce this project, we have created a Customer Centricity Week, where excellence will be celebrated, and best practice campaigns will be brought to life.”