Customer retention

[ChevAustin]

What formula does GM use for Service Retention?

[69mach1]

oil life monitor, 100,000 mile anti freeze,
100,000 spark plugs and every thing else
GM has pushed away, the retention is gone and they know it, there fixall is USELESS programs like the LMG to take your money and advertise with it for them.
if any of you are being asked to join this LMG dont its a complete waste of money that you will not get back.

[69mach1]

Funny i just recievied this e-mail after logging off


thACDelco Fall Car Care Tips
GM Internal Communications,Oct. 2, 2006 .... Along with the change of seasons from fall to winter comes the likelihood of poor road conditions and reduced visibility. Automotive breakdowns, never convenient, can be even more dangerous in cold weather. Preventive vehicle maintenance can help lessen the odds of mechanical failure.

AC Delco recommends vehicle owners check their Owner's Manual and the recommended vehicle maintenance schedules before taking their cars and trucks to a professional technician for a complete inspection, including the critical "Four Bs:"


i like the part about read your owners manual before bring into repair garage
customer retention HAH

[btk]

I dont know about GM but generally speaking when talking about retention -you should know UIO(units in operation)or market potential for your area of responsibility then figure out your active customers in service either using 12 months or 18 months. 12 months seems to be the benchmark for an active customer which I personally think is wrong especially with the extended maintenance schedule that we are all seeing. So with the above scenario, if you have 10,000 units in operation with 5,000 active customer in your service data base then you would have a 50% retention. Of course, for even more accuracy, you want to make sure that you look at zip codes of your active customers so you can see if you are pulling customers from out of market.