Honda Dealerships

Creating ‘the standard’ for Honda franchise dealerships

Honda's Dedication to Customer Experience in the Face of New European Standards

Honda have always had the brand and customer experience at the heart of their business with loyal customers and among the highest rated customer satisfaction scores in the sector. When new legislation required the implementation of “Network Franchise Standards” across all European markets, they saw it not as a box to be ticked, but as an opportunity to further improve the brand experience for their customers.

Honda's Visionary Approach to Network Standards with Strive Group's Support

Honda knew the team at Strive Group through their work in Training & Development for their network and knew that they had both the intimate knowledge of the Automotive business and, more importantly, a deeply held passion for connecting the brand experience to the customer. The Network Development Team at Honda asked the key question: “How can we apply a suite of ‘Franchise Standards’ with buy-in from our networks in the UK and Europe, while maintaining and improving the customer experience?”

Aligning Franchise Standards with Customer Experience

Strive Group’s answer was to build every standard around the way it combined the brand and customer experience. This was based on the key principle of customer centricity that all value created by a business flows toward the customer, and everything we do is for the benefit of the customer. Be it parking, toilets, sales experience, used car stock, specialist tools, pre-picked parts or customer waiting areas, we directly linked the standard to the brand impact on the customer and how it shaped the overall customer journey and experience. This had a major benefit when it came to winning buy-in from the retailer network. Franchise owners immediately identified that these standards were being implemented to improve their business and profits and enthusiastically engaged with our field coaches and Honda managers to meet and exceed the standards required, all to the benefit of Honda’s customers.

A Lasting Partnership

Honda commissioned Strive Group to begin this work in 2004 and it continues today. Honda and Strive Group have continued to innovate and extend the “Franchise Standards” programme to adapt to changing customer needs and business environment. This ensures that the Honda brand experience in the UK and Europe is one that continues to excite their customers, reflects their exceptional product line and services and inspires loyalty.

Follow Honda's Path to Success with Strive Group's Expertise

Ready to achieve the same success as Honda with Strive Group? Schedule a consultation with us and set the course for your project's triumph.