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.”