Customer for life - using business tools to build sustainable relationships

This paper addresses the success story of Volvo in Germany who, by working hand-in-hand with their dealers using the global 'Customer for Life' programme, has significantly increased customer loyalty to Volvo and its dealers.

Customer for life – using business tools to build sustainable relationships

Johannes FleckVolvo Car Corporation, Germany

Adrian Wimbush and Anarkali CheckGfK Automotive, United Kingdom

INTRODUCTION

This paper looks at how the application of a global customer satisfaction program within a major European market, Germany, has resulted in significant improvement in Customer Satisfaction for Volvo.

Volvo Car Germany have seen the top box score (Outstanding) on customers' dealership overall opinion of their sales experience more than double from 17% in March 2001 to 45% in September 2005. Overall opinion of service experience has shown a similarly impressive...

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