|Author(s): Johannes Peck, Adrian Wimbush, Anarkali Check
Collection: Automotive 2006
Keywords: Customer Loyalty, Customer Satisfaction Studies
ESOMAR Best Paper Award 2005/2006
|PDF version (download)|
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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, have significantly increased customer loyalty to Volvo and their dealers.
The paper details how Volvo Car Germany took the Customer for Life tool developed by Volvo Cars Corporation and used it to fundamentally shift the attitudes and performance of their dealers.