PowerPoint Presentation - Inchcape plc · Customer Experience Measurement Kaizen Inchcape...

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 Experience

Distribution Retail

Why customer service is a differentiator for Inchcape

Service levels and trust

Investment

Industry continues to frustrate

Consistently deliver a superior

customer experience

Customer expectations

continue to rise

Research Process development

Advanced retail technologies Customer metrics

Infrastructure People Inchcape Advantage

What is Inchcape Advantage?

Inchcape's unique programme to deliver a superior customer experience

at each stage of the customer journey

Customer Experience Measurement Kaizen

Consideration Purchase & Ownership Internal & External Best Practice

Continuous

Improvement

IA Metrics Processes:

‘Brilliant Basics’

People:

‘Magic

Moments’




Inchcape

Digital

Standards

StarPlus

Marketing

Model Customer Experience Measurement Kaizen

Consideration Purchase & Ownership Internal & External Best Practice





Consideration Purchase & Ownership

Inchcape

Digital

Standards

StarPlus

Marketing

Model

Processes:


People:

‘Magic

Moments’

IA Metrics Continuous

Improvement

Internal & External Best Practice





Inchcape

Digital

Standards

StarPlus

Marketing

Model

Processes:


People:

‘Magic

Moments’


Improvement

Customer Experience


Inchcape

Digital

Standards

StarPlus

Marketing

Model

Processes:


People:

‘Magic

Moments’


Improvement

Customer Experience

Inchcape

Digital

Standards

Customer

Experience

Live Chat


Inchcape

Digital

Standards

StarPlus

Marketing

Model

Processes:


People:

‘Magic

Moments’


Improvement

Customer Experience

Inchcape

Digital

Standards

Customer

Experience

Online Finance Calculator


Inchcape

Digital

Standards

StarPlus

Marketing

Model

Processes:


People:

‘Magic

Moments’


Improvement

Customer Experience

Inchcape

Digital

Standards

Customer

Experience

Online Service Booking


Inchcape

Digital

Standards

StarPlus

Marketing

Model

Processes:


People:

‘Magic

Moments’


Improvement

Customer Experience

Inchcape

Digital

Standards

Customer

Experience

Driving Customer Conversion


Inchcape

Digital

Standards

StarPlus

Marketing

Model

Processes:


People:

‘Magic

Moments’


Improvement

Customer Experience

Inchcape

Digital

Standards

Customer

Experience

Brand Introduction

via common

interests

Research and

discovery

Purchase

engagement

Purchase

intent


Inchcape

Digital

Standards

StarPlus

Marketing

Model

Customer Experience

Processes:


People:

‘Magic

Moments’


Improvement

StarPlus

Marketing

Model

Customer

Experience

Inchcape Advantage processes…

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

Multi-language


Inchcape

Digital

Standards

StarPlus

Marketing

Model

Processes:


People:

‘Magic

Moments’


Improvement

Customer Experience

Processes:


Customer

Experience

…at each stage of the customer journey • Appointment

• Welcome

• Consultation

• Presentation

• Demonstration

• Agreement

• Communication

• Handover


Inchcape

Digital

Standards

StarPlus

Marketing

Model

Processes:


People:

‘Magic

Moments’


Improvement

Customer Experience

Processes:


Customer

Experience

Licensed to make

Customers feel

special Customer Experience Measurement Kaizen

Inchcape

Digital

Standards

StarPlus

Marketing

Model

Processes:


People:

‘Magic

Moments’


Improvement

Customer Experience

People:

‘Magic

Moments’

Customer

Experience

Sales & Aftersales

• Customer funnel

• Mystery shop

• Net Promoter Score (NPS)


Inchcape

Digital

Standards

StarPlus

Marketing

Model

Processes:


People:

‘Magic

Moments’


Improvement

Customer Experience

IA Metrics

Measurement

• Marketing Forums

• Digital Webinars

• IA Calls


Inchcape

Digital

Standards

StarPlus

Marketing

Model

Processes:


People:

‘Magic

Moments’


Improvement

Customer Experience

Continuous

Improvement

Kaizen

Is Inchcape Advantage working…?

Margin Accretive Growth Pricing Power Customer Service

NPS

2009 – 2013

+29%

Margin Growth

0

20

40

60

80

100

120

140

160

180

200

2009 2010 2011 2012 2013

Rebased Sales Rebased PBT

3.5

4.2 4.5 4.6 4.7

0

1

2

3

4

5

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

634 664 686 747

815

2009 2010 2011 2012 2013

Inchcape Partners TIV (000’s)

Partner

share of

UK TIV

8.6% 8.8% 9.0% 8.8% 8.9% Inchcape

share

31.8% 36.0%

UK Retail Geographic clusters driving efficiency & economies of scale

M-Benz, VW

JLR, Audi

M-Benz, JLR,

Toyota, Lexus

JLR, Audi,

Toyota, Lexus

VW, Porsche

Major conurbation

BMW, MINI

JLR

BMW, MINI

JLR, VW

BMW, MINI

JLR, Audi, VW

Toyota, Lexus

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

Tyres & SMARTrepair

Livechat & Online Booking

UK Retail Leveraging technology to drive returns & superior customer experience

eVHC & diagnostic equipment

CRM Booking & upsell campaigns

UK Retail Delivering premium returns in the UK

Source : Internal Analysis

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%

UK Retail Premium partners already back to peak with strong future growth prospects

Source : Internal Analysis, SMMT, Trendtracker

• Exciting model refreshes

• New models in new segments

with increased premiumisation

• Car Finance (PCP/ Contract Hire)

to accelerate the change cycle

Inchcape Partners TIV (000’s)

725 762

691 634 664 686

747 815

2006 2007 2008 2009 2010 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

Premium

Brands

Growing

Markets

Premium

Facilities

Premium

Experience in with and

= Premium Growth Premium Returns and

UK Retail The premium opportunity

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