忠诚度管理讲义.ppt

Experian Automotive Experian Operates in 51 Countries 6 Continents Strategic Partners About Experian The expertise of the worlds leading information solutions provider for consumer and business data is now available to the automotive industry. Experian can help automotive clients in a variety of ways. Improve buyer confidence and satisfaction in pre-owned vehicles Build customer loyalty Conduct in-depth and timely market research Target and win new business Make better lending and vehicle purchase decisions Our National Vehicle Database, housing more than 450 million vehicles, along with the rest of Experians credit, consumer and business information assets, meets the automotive industrys growing demand for a single, integrated information source. Experians advanced decision support services help clients turn information into improved business results. Automotive Industry Experian Auto Product Solution Matrix Experian Loyalty Measurement Allows strategies to be implemented: Prioritization of actions to improve loyalty Track ongoing impact of programs Loyalty analyses provide: Detailed loyalty analysis of owners Auto Manufacture-specific factors that contribute to loyalty Loyalty rates vs. competition Analysis of Loyalty Factors Loyalty Study Objectives: Determine important Auto Manufacture-specific factors correlated with loyalty Quantify various measures of loyalty Identify actions that can improve loyalty Ongoing measurement Analysis of Loyalty Factors Auto Manufacture Data examples: Auto Manufacture Vehicle Purchase History Warranty Claims History Auto Manufacture Credit Auto Manufacture Certified Used Vehicles Sales and Service Satisfaction Other Auto Manufacture Products: e.g. Accessories Experian Data Competitive Vehicle Purchases / Fleet Composition Demographics / Household Characteristics Lifestyles / Activities / Interests Experian TrueTouch Segments Opinions / Attitudes Various Measures of Loyalty Manufacturer / Corporate Loyalty Brand / M