First Stop, ETB networks commence Customer Centricity Week

The First Stop and ETB Autocentres networks began their Customer Centricity Week on 25 September. Both networks plan to offer a ‘delightful experience’, targeting the generation of more repeat-business and an increase in recommendations. In order to achieve this, they have created a new customer framework to raise standards among staff with three objectives: gaining loyalty and recommendations from customers, to be customer-centric, and to create what it calls “the best customer journey in the automotive retail industry.”

The Customer Centricity Week involves staff monitoring and more initiatives put in place. The framework has been developed over months and aims to create a high quality, standardised service that motorists can look forward to each time they visit.

First Stop and ETB said that every technician and member of staff will be educated on the new philosophy and each objective will be measured through several key performance indicators. These include Google Review scores and number of reviews. 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.”