BMW 2008 Annual Report Download - page 192
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33
Quality of service is one of the main criteria customers take into
account when buying a new vehicle. According to industry re-
ports, one in three automotive customers would be prepared to
switch providers to experience a more innovative approach to
service. From the BMW Group’s point of view, after-sales service
not only means satisfied customers, but also translates directly
into sales and profitability, since parts, accessories and
services
have such tremendous growth potential. To make better use of
this potential, the BMW Group has launched a global initiative to
expand its after-sales offering.
Closing the driver’s door behind you for the first time; starting the
engine; slipping it into gear. For a BMW Group customer, driving
away in a new car is always a very special moment. It is also the
beginning of a relationship between customer and manufacturer
that often lasts for years. There are more than million BMW
Group vehicles on the roads today – that means there are million
potential service customers out there, all looking for the best
available long-term care.
The challenge of the future Topic two Growth Customer service