TRUSTED AUTOMOTIVE BRAND STUDYSM

The concept is simple: Consumers will gladly do business with brands they TRUST —and avoid brands they don’t. And while everyone understands this, AMCI Inside is the only company to find a way to predict consumer behavior in a way that can be tied directly to sales, loyalty and advocacy.

Our TRUST INDEXSM predicts both loyalty AND advocacy with near-perfect accuracy. People who TRUST your brand are almost certain to buy from you again. People who TRUST your brand will put their credibility on the line and advise others to purchase your products. The converse is also true. People who don’t TRUST your brand will intentionally sabotage you and warn their friends to stay away.

We have talked to thousands of consumers, owners of every major automotive brand, and determined how much consumers TRUST your brand and dealers. This allows us to monetize TRUST directly through retained and incremental sales. We can show you how much revenue is lost each year by not maximizing TRUST with your customers.

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TRUSTED AUTOMOTIVE
BRAND STUDYSM—2017 REPORT

WHY TRUST US?

We launched AMCI Inside more than 10 years ago with a very simple purpose: to work with Automotive OEMs and their retailers to deliver a better customer experience. In the last two years alone, we’ve worked with nearly 200,000 retail and OEM employees while conducting nearly 35,000 in-dealership visits across 51 countries worldwide. While doing this work, we were reflecting on our most successful initiatives and developed a hypothesis. It’s simple and intuitive, maybe even obvious, but it seems overlooked in the automotive industry.

To validate our hypothesis, we partnered with C Space and created our Trusted Automotive Brand StudySM to listen to customers of all the major automotive brands. Our hypothesis was confirmed. We found that the common denominator of every successful initiative, big or small, is trust. Building a Trust relationship with your customers is key to reaching your business potential. More important, we’ve learned why. We’ve also found that when brands deliver on their promise of trust with their customers, there is a clear and distinct correlation to advocacy for the brand. As you can imagine, the converse is also true. When distrust occurs with customers, they tend to reject or defect the brand, which will often lead to consumers who will sabotage the brand and cost the business millions of dollars.

As a business, our goal is to help the automotive industry become a trustworthy industry. We know the formula. You have to build trust from the inside out.

we’ve learned that trust is
the common denominator to all successful initiatives.

a culture of trust demands inspired leaders working with committed, highly competent teams, who consistently deliver authentic experiences over a long period of time.

 

Inspired Leaders

Have the vision, clarity, and skills to successfully lead their teams.

At the heart of every successful company is a leader. Leaders set the agenda and establish a culture of trust amongst all stakeholders. Some leaders are born, but every leader can develop and improve. When it comes to great leadership, there is no best—only better. We provide the following solutions:

Leadership Development

Leadership Development

Leadership is typically measured by the ability of an individual and his or her team to produce results. We start with core purpose. This puts the vision in motion and enables us to help ordinary leaders become transformational leaders who deliver results.

Leadership
Summits

Leadership Summits

One-way communication will not solve the biggest issues facing OEMs and their retail network. Our Summits are designed to create an environment of collaboration, transparency, co-creation and discovery to solve the biggest challenges facing brands and dealers for today and tomorrow.

Coaching and Consulting

Coaching and Consulting

The most common approach to close the gap in performance, trust or process issues is to "train" everyone on the "right way" to do things. In our quest to equip your organization to deliver a trusted, brand-authentic experience, we use proven coaching techniques to enable the organization to turn the knowledge gained from training into action and results.

 

Committed Teams

Understand your goals and can be trusted to deliver.

Every company wants to have loyal customers and consistent profits. To achieve these goals, you need committed employees working together as a team. The fundamental glue that binds a team is trust. If you lack trust in your organization, you will pay a price in poor execution, increased cost and decreased profit. When you build trust from the inside out, you'll have committed teams taking care of loyal clients, which will help you increase revenue and profits. We provide the following solutions:

Talent Solutions

Talent Solutions

It's imperative to have the right people in the right positions who have the right skills, attitude and commitment to be consistent brand advocates. We can help ensure that you hire not only for job-specific competency but, more important, for shared values and future ability and fit. We help you focus on the right talent, who will provide discretionary effort and deliver measureable results. By using measurement, milestones, and mastery-based learning, new employees are able to move to peak performance faster.

Development

Development

Professional development requires a plan, progress and recognition, but it is accelerated by trust. Our approach to development is to design, implement, measure and adjust. Our development solutions have a single guiding philosophy: "to shift employee mindset to think like an owner."

Employee Retention

Employee Retention

Perhaps the ultimate manifestation of trust is committed employee retention. Retention is both a skill and a metric. Turnover costs are often hidden or absent from the financial statement, yet remain a huge expense for most organizations. We provide solutions that tap into the most important controllable factors effecting retention.

 

Competency

Is the foundation for building trust.

Everyone in your organization needs to be fully equipped with the necessary knowledge and skills to meet and exceed customer expectations. We go beyond traditional training by ensuring that all of our initiatives clearly connect individual performance expectations with the larger business goals of the organization, so that each person sees how they contribute to a trusting relationship with the customer. We provide the following solutions:

New Model Launch

New Model Launch

We have earned the reputation for designing unique brand experiences and product demonstrations that reveal both the power of the brand itself and the concrete ways in which the product delivers on the brand promise. Through these compelling, memorable experiences, participants become product—and brand—advocates.

Product Education

Product Education

We don't view product education as teaching retail associates to be product experts. We see our mission as helping them deliver great product experiences to retail customers. By crafting retail-ready stories that illuminate the truths and benefits of the product, your employees become more competent, confident and committed storytellers.

Targeted Competency Development

Targeted Competency Development

There is no "one size fits all" when it comes to brand or retail competency. Every retail culture is different, and every individual has a unique set of strengths and opportunities. By understanding this, we are better able to sensitize every individual involved to his or her role and responsibility as an ambassador of the brand.

Customer Engagement Skills

Customer Engagement Skills

We practice critical relationship skills driven by empathy, self-awareness and an understanding of the difference between a surface connection and true engagement. The key is recognizing that the customer is not only part of your process—rather, you (and your products) are part of their story.

 

Authentic Experiences

Happen when your teams genuinely express everything you stand for.

Your brand makes promises through its marketing, communications, and products. The world's best brands ensure that the actual customer experience is fully aligned with and actually delivers on these promises. We will help you build differentiated, authentic experiences on the foundation of competency. We provide the following solutions:

Trust
Gap Analysis®

Trust Gap Analysis®

Great, trusted brands provide customer experiences that reflect their values in honest, compelling ways. They earn their customers' trust through consistent, authentic engagement across all touchpoints. But how can you be sure that the experience you provide your customers is creating a genuine, trusting relationship with your brand? The Trust Gap Analysis® can help you understand how the people, places, processes and products that make up your customer experience are currently building or eroding trust throughout the ecosystem of your organization and brand.

Customer Journey Trust Map

Customer Journey Trust Map

Experiences are a blend of interactions with people, place, process and product; each area must reflect your brand and values in order to build and maintain a trusting relationship with your customers. Too often, companies develop "blind spots" where the pursuit of business objectives runs counter to their brand values - and to the customer's needs and desires—thereby eroding trust. The Customer Journey Trust Map objectively captures the experience you provide through the lens of your customers.

Brand Behaviors Development

Brand Behaviors Development

To create and sustain an experience that builds trust, you must clearly understand which behaviors naturally reflect your brand's values—and especially why those behaviors will build trust and engagement with your customers when demonstrated consistently and genuinely. The Brand Behaviors Development experts at AMCI Inside are skilled at translating customer experience insights into compelling behavioral narratives that are clear, human, and actionable.

Brand Experience Immersion

Brand Experience Immersion

You want to establish genuine advocates both inside and outside the company—people able to relate your brand story from the heart. We create immersive brand experiences that lead your headquarters, field, retail partners and outside influencers to embrace and take pride in the essential role they play by representing the brand with passion and authenticity. They won't just learn about your brand, they will be challenged to live it—and to establish a trusting relationship between the brand and everyone else in your unique ecosystem.

 

Time

Is the true test. You must deliver at every touchpoint over a long period of time.

Trust isn't earned instantly. Confidence in your brand is built through consistency and dependability throughout ownership. The stakes surrounding a customer's experience with a dealership after the sale are high—from the sheer number of potential customer contacts to the outsized impact they have on the company's bottom line. Our aftersales professionals know that building a trusting relationship isn't just a tremendous opportunity, it's a necessity. We provide the following solutions:

Aftersales Loyalty
and Advocacy Development

Aftersales Loyalty and Advocacy Development

The thread that binds the main drivers of aftersales excellence is communication and trust. We know your business, we know technology, and we know how to bring them together—with systems and enterprise support solutions that enable you to provide more proactive service and greater communication with your clients. Our goal is to move beyond retention to loyalty; beyond satisfaction to a level of trust that creates advocates for the brand and your company.

Aftersales Competency Development

Aftersales Competency Development

In Fixed Operations, technical expertise is essential, but to your customer it is a minimum expectation in their decision to give you their business—much less their loyalty and trust. Our holistic approach to learning development builds all of the capabilities of your team, with custom, blended solutions that are unique to your requirements.

Click on any of the segments above to learn more about our trust building solutions.

Inspired Leaders
Inspired Leaders

 

Inspired Leaders

Have the vision, clarity, and skills to successfully lead their teams.

At the heart of every successful company is a leader. Leaders set the agenda and establish a culture of trust amongst all stakeholders. Some leaders are born, but every leader can develop and improve. When it comes to great leadership, there is no best—only better. We provide the following solutions:

Leadership Development

Leadership Development

Leadership is typically measured by the ability of an individual and his or her team to produce results. We start with core purpose. This puts the vision in motion and enables us to help ordinary leaders become transformational leaders who deliver results.

Leadership
Summits

Leadership Summits

One-way communication will not solve the biggest issues facing OEMs and their retail network. Our Summits are designed to create an environment of collaboration, transparency, co-creation and discovery to solve the biggest challenges facing brands and dealers for today and tomorrow.

Coaching and Consulting

Coaching and Consulting

The most common approach to close the gap in performance, trust or process issues is to "train" everyone on the "right way" to do things. In our quest to equip your organization to deliver a trusted, brand-authentic experience, we use proven coaching techniques to enable the organization to turn the knowledge gained from training into action and results.

Committed Teams
Committed Teams

 

Committed Teams

Understand your goals and can be trusted to deliver.

Every company wants to have loyal customers and consistent profits. To achieve these goals, you need committed employees working together as a team. The fundamental glue that binds a team is trust. If you lack trust in your organization, you will pay a price in poor execution, increased cost and decreased profit. When you build trust from the inside out, you'll have committed teams taking care of loyal clients, which will help you increase revenue and profits. We provide the following solutions:

Talent Solutions

Talent Solutions

It's imperative to have the right people in the right positions who have the right skills, attitude and commitment to be consistent brand advocates. We can help ensure that you hire not only for job-specific competency but, more important, for shared values and future ability and fit. We help you focus on the right talent, who will provide discretionary effort and deliver measureable results. By using measurement, milestones, and mastery-based learning, new employees are able to move to peak performance faster.

Development

Development

Professional development requires a plan, progress and recognition, but it is accelerated by trust. Our approach to development is to design, implement, measure and adjust. Our development solutions have a single guiding philosophy: "to shift employee mindset to think like an owner."

Employee Retention

Employee Retention

Perhaps the ultimate manifestation of trust is committed employee retention. Retention is both a skill and a metric. Turnover costs are often hidden or absent from the financial statement, yet remain a huge expense for most organizations. We provide solutions that tap into the most important controllable factors effecting retention.

Competency
Competency

 

Competency

Is the foundation for building trust.

Everyone in your organization needs to be fully equipped with the necessary knowledge and skills to meet and exceed customer expectations. We go beyond traditional training by ensuring that all of our initiatives clearly connect individual performance expectations with the larger business goals of the organization, so that each person sees how they contribute to a trusting relationship with the customer. We provide the following solutions:

New Model Launch

New Model Launch

We have earned the reputation for designing unique brand experiences and product demonstrations that reveal both the power of the brand itself and the concrete ways in which the product delivers on the brand promise. Through these compelling, memorable experiences, participants become product—and brand—advocates.

Product Education

Product Education

We don't view product education as teaching retail associates to be product experts. We see our mission as helping them deliver great product experiences to retail customers. By crafting retail-ready stories that illuminate the truths and benefits of the product, your employees become more competent, confident and committed storytellers.

Targeted Competency Development

Targeted Competency Development

There is no "one size fits all" when it comes to brand or retail competency. Every retail culture is different, and every individual has a unique set of strengths and opportunities. By understanding this, we are better able to sensitize every individual involved to his or her role and responsibility as an ambassador of the brand.

Customer Engagement Skills

Customer Engagement Skills

We practice critical relationship skills driven by empathy, self-awareness and an understanding of the difference between a surface connection and true engagement. The key is recognizing that the customer is not only part of your process—rather, you (and your products) are part of their story.

Authentic Experiences
Authentic Experiences

 

Authentic Experiences

Happen when your teams genuinely express everything you stand for.

Your brand makes promises through its marketing, communications, and products. The world's best brands ensure that the actual customer experience is fully aligned with and actually delivers on these promises. We will help you build differentiated, authentic experiences on the foundation of competency. We provide the following solutions:

Trust
Gap Analysis®

Trust Gap Analysis®

Great, trusted brands provide customer experiences that reflect their values in honest, compelling ways. They earn their customers' trust through consistent, authentic engagement across all touchpoints. But how can you be sure that the experience you provide your customers is creating a genuine, trusting relationship with your brand? The Trust Gap Analysis® can help you understand how the people, places, processes and products that make up your customer experience are currently building or eroding trust throughout the ecosystem of your organization and brand.

Customer Journey Trust Map

Customer Journey Trust Map

Experiences are a blend of interactions with people, place, process and product; each area must reflect your brand and values in order to build and maintain a trusting relationship with your customers. Too often, companies develop "blind spots" where the pursuit of business objectives runs counter to their brand values - and to the customer's needs and desires—thereby eroding trust. The Customer Journey Trust Map objectively captures the experience you provide through the lens of your customers.

Brand Behaviors Development

Brand Behaviors Development

To create and sustain an experience that builds trust, you must clearly understand which behaviors naturally reflect your brand's values—and especially why those behaviors will build trust and engagement with your customers when demonstrated consistently and genuinely. The Brand Behaviors Development experts at AMCI Inside are skilled at translating customer experience insights into compelling behavioral narratives that are clear, human, and actionable.

Brand Experience Immersion

Brand Experience Immersion

You want to establish genuine advocates both inside and outside the company—people able to relate your brand story from the heart. We create immersive brand experiences that lead your headquarters, field, retail partners and outside influencers to embrace and take pride in the essential role they play by representing the brand with passion and authenticity. They won't just learn about your brand, they will be challenged to live it—and to establish a trusting relationship between the brand and everyone else in your unique ecosystem.

Time
Time

 

Time

Is the true test. You must deliver at every touchpoint over a long period of time.

Trust isn't earned instantly. Confidence in your brand is built through consistency and dependability throughout ownership. The stakes surrounding a customer's experience with a dealership after the sale are high—from the sheer number of potential customer contacts to the outsized impact they have on the company's bottom line. Our aftersales professionals know that building a trusting relationship isn't just a tremendous opportunity, it's a necessity. We provide the following solutions:

Aftersales Loyalty
and Advocacy Development

Aftersales Loyalty and Advocacy Development

The thread that binds the main drivers of aftersales excellence is communication and trust. We know your business, we know technology, and we know how to bring them together—with systems and enterprise support solutions that enable you to provide more proactive service and greater communication with your clients. Our goal is to move beyond retention to loyalty; beyond satisfaction to a level of trust that creates advocates for the brand and your company.

Aftersales Competency Development

Aftersales Competency Development

In Fixed Operations, technical expertise is essential, but to your customer it is a minimum expectation in their decision to give you their business—much less their loyalty and trust. Our holistic approach to learning development builds all of the capabilities of your team, with custom, blended solutions that are unique to your requirements.

We can provide your OEM-specific Trusted Automotive Brand ReportSM or help you convert challenges into opportunities.

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