Dealer to retailer

BMW Group conference, Sydney
Working in small groups was important to high employee engagement
An internal workshop focusing on the BMW Genius
BMW retailers convention demonstrates excellent internal communications
Video showing how BMW Geniuses improve customer service

Dealer to retailer

Challenge

BMW Group UK recognised that service, not product was going to be the differentiator in future. The challenge was to convince a network of independent franchise dealers of the need for change and to become more retail focused.

Solution

We were engaged on a wider communications programme over a five year period. In Sydney we brought in outside experts such as Sir Stuart Rose (Ocado), Sir Charles Dunstone (TalkTalk Group) and Matt Britten (Google Europe) to give their views on the future of the industry and retailing in general. At the start of the project there were two customer complaints for every compliment. At the end of the project it had changed to eight compliments to every complaint.