"Customer First" Launched - Dodge Nitro Forum
Chrysler/Dodge/Jeep News Find out the latest scoop here!

 
LinkBack Thread Tools Display Modes
post #1 of 1 (permalink) Old 12-14-2015, 08:58 AM Thread Starter
Super Moderator
 
rickaren's Avatar
 
Join Date: Nov 2006
Location: Indiana
Posts: 22,860
Garage
"Customer First" Launched

FCA US LLC Launches Customer First Award for Excellence for Dealers and Customers

All 2,600 FCA US dealers have opportunity to earn award certification
Customers will recognize certified dealers as the best in sales and service experience
Dealers may market themselves as Customer First Award for Excellence certified dealers
FCA US designs certification process with dealers and J.D. Power


December 14, 2015 , Auburn Hills, Mich. -



FCA US LLC announced today that it has launched its new Customer First Award for Excellence initiative for its 2,600 dealerships nationwide.

FCA US created the Customer First Award for Excellence with its dealer partners and J.D. Power to elevate customer satisfaction with their dealerships with a specific focus on the sales and service experience, employee training and facility condition.


“At its core, this initiative will enable each of our dealers to earn certification as Customer First Award for Excellence dealers and market themselves to customers as elite stores,” said Al Gardner, Head of Network Development, FCA - North America. “We believe it will give us a serious competitive advantage in the marketplace that along with our great products and strong brands will significantly improve customer satisfaction, loyalty and retention in our dealerships.”

Dealers must achieve goals in five core “pillars” to earn the Customer First Award for Excellence designation:

Facility – Customers consistently find dealerships to be clean, convenient and comfortable. Facilities are certified every six months.
Customer Processes – Develop and consistently execute processes for key customer interaction points, such as sales negotiation, delivery and follow up.
Performance – Achieve required high level of satisfaction in customer sales and service satisfaction surveys.
Employee Survey – Survey employees annually, share findings with employees, and act on the feedback and results.
Training Certification – Meet minimum training requirements for sales, service, parts and technical staff.


The Customer First Award for Excellence was rolled out to dealers in October. Dealers are currently participating in 60 workshops across the country focused on award requirements and industry best practices. Certified dealers will be able to advertise their new designation beginning in July 2016.

“Over the past several years, we’ve taken bold strides to improve our business plan, our products and our market share,” said Reid Bigland, Senior Vice President - Sales, FCA - North America. “Those efforts have translated to FCA delivering a streak of 68 consecutive months of year-over-year sales growth. If we are to continue our growth, we need to retain the customers that we’ve work so hard to conquest over the last four years and bring new buyers to our brands and dealerships. Developing relationships with those customers that we’ve earned translates to growth in our service business and long-term sales success.”

FCA’s expectation is that the elevation in customer treatment provided by Customer First Award for Excellence dealers will be noticeable compared to the competition. The ultimate result will be an approach to the customer that is less about the transaction and more about building a relationship.

Dealers who are certified as Customer First Award for Excellence winning dealers will receive a rewards and recognition package from FCA US, including designation as award winner on all FCA US brand websites, the Find-A-Dealer search tool, dealership websites and Google searches. In addition, these dealers will have the ability to use the award logo in all local advertising and marketing efforts, and proudly display an awards plaque in their showroom.

Rick

Nitro Year: 2007 (1 of 91,815 sold in 07)
Nitro Model: R/T 4X4 Stone White
CAT-BACK Exhaust, CAI, Projector Head Lamps
Fully-Equipped w/all factory options
rickaren is offline  
Sponsored Links
Advertisement
 
Reply

  Dodge Nitro Forum > Dodge Nitro News & Polls > Chrysler/Dodge/Jeep News

Quick Reply
Message:
Options

Register Now



In order to be able to post messages on the Dodge Nitro Forum forums, you must first register.
Please enter your desired user name, your email address and other required details in the form below.

User Name:
Password
Please enter a password for your user account. Note that passwords are case-sensitive.

Password:


Confirm Password:
Email Address
Please enter a valid email address for yourself.

Email Address:
OR

Log-in











Currently Active Users Viewing This Thread: 1 (0 members and 1 guests)
 
Thread Tools
Show Printable Version Show Printable Version
Email this Page Email this Page
Display Modes
Linear Mode Linear Mode



Similar Threads
Thread Thread Starter Forum Replies Last Post
Detroit Choir Featured in Chrysler Brand’s "Born of Fire" rickaren Chrysler/Dodge/Jeep News 0 11-13-2012 10:40 AM
"Shocking" Move: Jeep Compass and Patriot vehicles rickaren Chrysler/Dodge/Jeep News 1 04-20-2011 06:32 AM
Chrysler offering "employee" discount to dealership workers rickaren Chrysler/Dodge/Jeep News 0 04-28-2008 07:07 AM
Kasey Kahne Dodge Charger "Nitro" Edition brickyard1911 Chrysler/Dodge/Jeep News 1 11-06-2006 06:03 AM

Posting Rules  
You may not post new threads
You may post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off
Trackbacks are On
Pingbacks are On
Refbacks are On

 
For the best viewing experience please update your browser to Google Chrome