Integrated Value

Proposition

Integrated Value

Proposition September, 2009 September, 2009

The Force For Strategic Advantage

Vodafone Commercial

“Every object in a state of rest or uniform motion

Tends to remain in that state of motion…”

“Every object in a state of rest or uniform motion

Tends to remain in that state of motion…”

Newton's First Law:Newton's First Law:

Forces Of LoyaltyForces Of Loyalty

Car Manufacturers

Car Manufacturers

Car Distributors / Dealerships Networks

Car Distributors / Dealerships Networks

Local BrandLocal Loyalty

Local BrandLocal Loyalty

BrandLoyalty

BrandLoyalty

Unless an External Force Is Applied To It) Newton's First Law)

Unless an External Force Is Applied To It) Newton's First Law)

F = Integrated Value Proposition = 5 X RF = Integrated Value Proposition = 5 X R

F = Integrated Value Proposition

F = Integrated Value Proposition

Who wants to survive needs to create an External New Force – the 5 Rs Force

Who wants to survive needs to create an External New Force – the 5 Rs Force

The New External Force – The 5 R’s Force The New External Force – The 5 R’s Force

• The Right offer

• to the Right person

• at the Right time

• through the Right channel

• with the Right approach

Right Offer – Change perceptionRight Offer – Change perception The Old Paradigm The Old Paradigm

Focus on - New Car SalesFocus on - New Car Sales

KPI – Number Of Vehicles KPI – Number Of Vehicles

Right Offer – Change PerceptionThe New ParadigmThe New Paradigm

Integrated Value Proposition – Customer FocusIntegrated Value Proposition – Customer FocusKPI – Customer Value KPI – Customer Value

Security Package Security Package

Vehicle OnlineInformation

Vehicle OnlineInformation

P2P ServicesP2P Services

Concierge Services

Concierge Services

Road Side Assistant Services

Road Side Assistant Services

Towing ServicesTowing ServicesMaintenanceAgreementsMaintenanceAgreements

LeasingLeasing

InsuranceInsurance

AccessoriesAccessories

Distress Button

Distress Button

Right Offer - Design Product & Services that increase Long-Term Customer Commitment

Right Offer - Design Product & Services that increase Long-Term Customer Commitment

Social NetworkSocial NetworkAnchoring Product & Services

Anchoring Product & Services

Moment of Truth Management

Moment of Truth Management

Customer

Customer

Conquer the customer’s social

network

Conquer the customer’s social

network

Design Product & Services that make strong obligation

Design Product & Services that make strong obligation

Be Prepared to your customer needs &

expectation

Be Prepared to your customer needs &

expectation

For Example:

Financial products, Insurance policy,

Service and Maintenance

agreements, Customer Clubs, Etc

For Example:

Financial products, Insurance policy,

Service and Maintenance

agreements, Customer Clubs, Etc

For Example:

Promotional events, Referral vouchers,

Rewards that reach your customer’s family and

friends, Etc

For Example:

Promotional events, Referral vouchers,

Rewards that reach your customer’s family and

friends, Etc

For Example:

Periodic maintenance, Accident, Birthday, Yearly inspection,

Trade In

For Example:

Periodic maintenance, Accident, Birthday, Yearly inspection,

Trade In

Right Person - Align with Our Customer Needs & ExpectationRight Person - Align with Our Customer Needs & Expectation

Customer segment / Value

Value To The Customer

(VTC)

Value To The Customer

(VTC)

Needs & Expectation

(N&E)

Needs & Expectation

(N&E)

Value From The Customer

(VFC)

Value From The Customer

(VFC)

Right Time - Understand the Customer Life Cycle

• Reactive emotional MOT:o Accidentso Costly mechanical repair

out of warrantyo Recurring malfunctiono Vehicle end-of- life

• Proactive opportunities using products:

o Yearly inspectiono Prepare your car for wintero Trade-in for a new / used

car

Sale

Right Channel - Create Accessible Communication ChannelRight Channel - Create Accessible Communication Channel

Integrative Channels

Self Use Channel

Contact Center

Frontal

The Cost Pyramid

Cost $

Service / Sale Center

Road Side Assistant

24/7 CC

IVR / Internet

Back Office

Right Channel – Optimize the Benefits from Each Channel Right Channel – Optimize the Benefits from Each Channel

Front OfficeContact Center

Road Side

Assistant

Network Mng.

customer

Service Center Car Service

Car Sales

Customer Service, Information, Appointment Scheduling, Tech

Based Services, Etc.

Proactive Calls, Retention, Etc

Service

Appointment,

Accident, Etc\

Second Line Support

Sale Center

Right Approach – Create Customer Experience

Customer segment / Value

Product Leadership

Customer Intimacy

Operational Excellence

personal SegmentChanel

Multi - Chanel

customer

Create the External ForceCreate the External Force

F = 5 X RF = 5 X R

Integrated Value PropositionIntegrated Value Proposition

Create the Force For Strategic AdvantageCreate the Force For Strategic Advantage

The Right offer to the Right personat the Right timethrough the Right channel

with the Right approach

Thank YouThank You