CRM - BMW Style
Just posting a comic today that one of my colleagues created. It’s in reference to my post the other day about my experience at BMW (I will add it there as well).
You gotta love consumer generated media (CGM). I will let you know when/if anyone from BMW contacts me 
-Tom
4 responses so far ↓
1 Mark // May 20, 2008 at 8:29 pm
I’m surprised by your bad experience with BMW.
In the UK the dealers are run very strictly by BMW GB and the last thing you want or need is the wrath of the importer on your back.
Dealers are signed into tight contracts where they can loose their franchise if they don’t regulary perform. They are inspected without notice, and every department is scrutinized, including screening random invoices for over charging, if you do not make the mark then you can suffer heavy penalties.
This in turn filters back to the customer giving them a better level of service, also linking the staff’s bonus into customer satisfaction promotes customer value.
BUT I can sympathise with you as Smart, the little brother of Mercedes offer a very poor level of service. You would think when a manufacture is struggling to sell a brand, has had to relaunch and delete several models they would try their hardest to keep their customers happy, alas not the case.
WHEN will these companies open their eyes, or is this just too simple.
2 AmCon // May 29, 2008 at 8:30 am
I’ve been consistently impressed with Toyota’s cars and features and just bought an ‘09 Corolla (in a fantastic shade of blue) that I am absolutely enamored with. They are also a great company–my father has worked for them for around 15 years now.
3 Adrienne // May 29, 2008 at 8:33 am
Tom,
I gotta say…Love the Lexus!!! I have an RX 300 (2002) and I refuse to trade it in for something new. Even after my daughter rearranged the paint a few times! We were so pleased with it, my husband’s Acura RL hit 100,000 and he traded it for the Lexus ES350. The car is a pleasure to drive.
As for BMW, a friend took delivery of her BMW 3 in October and the car was deemed a lemon 2 months later by BMW. She has been in several different BMW3s since December (a few of which were also in poor shape) and is still waiting for delivery of her new BMW. Customer service gave them the round-around and really did not treat them very well. Frankly I would have cancelled the car, sued for my money back and gone elsewhere.
I am not a patient person!
Go back to your Lexus dealer!
All the best,
Adrienne
4 L Wong // May 29, 2008 at 9:53 am
First off, I have to qualify my answer, since I work for the US distributor of Toyota. Lexus is the sister luxury division.
Lexus has earned #1 ranking in customer satisfaction many year running in many industry rankings.
Their focus in on the customer, and their motto is “the Passionate Pursuit of Perfection.” Each Lexus dealership must follow the “Lexus Covenant,” that strives to treat each customer like a guest in our homes. They do not want to be the sportiest, or the most prestigious, but the most customer focused. Take my comments with a grain of salt, but I thought you might appreciate this information as you prepare for your big upcoming decision.
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