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• Put your points to work in a very real way: - Support a cause by selecting merchandise that benefits a non-profit organization or charity. - Donate your STAR Power Points directly to one of 16 national charitable organizations, including Hyundai Hope On Wheels. - Or, select products and services that you can in turn donate to one of three national partner charities. MESSAGE CENTER John, TAKE FLIGHT, OR SAIL THE OCEAN BLUE. Sincerely, GAME PLAY QUIZZES & SURVEYS ALL WE CE SC EA SO CMY C
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Strategies & TacticsStrategy: Keep customer service top of mind for dealership fixed-operations personnel.Tactic: Use a variety of media to communicate customized program goals at the regional level.
Strategy: Encourage training and certification to improve first-time repair and multi-point inspection performance.Tactic: Award points for completing training/certification completion and deploy peer and customer-facing recognition certificates and training patches. Launch a user-friendly website with progress-to-goal reporting and customized color scheme for certification level.
About ITAGroup Business is driven by loyalty. ITAGroup drives that loyalty with a comprehensive range of loyalty solutions. We combine incentive programs, rewards and recognition, group travel and event management to engage employees, motivate channel partners and ignite customer devotion. And we rely on traditional business values like hard work, integrity and great client service to make sure our clients are successful.
AUDIENCE8,000 dealership
fixed-operations personnel
OBJECTIVESImprove customer satisfaction scores.
Increase perceived value of training and certification.
Integrate all fixed-operations initiatives into a single platform.
RESULTS16 percent month-over-month
growth in walk around/ multi-point inspection metrics
during first program year
All-time high scores in fixed right first time metrics
Website averages more than 40,000 hits per month with
an average user spending seven minutes on the site
Learn more of our story at www.itagroup.com
Major Auto OEM Service Personnel Reach All-time High Customer Satisfaction Score
Customer Loyalty Case Study
“I appreciated your thought partnership, value-add and willingness to go above and beyond.”
-Major Auto OEM’s client contact
DEALERSHIP DEALER PRINCIPAL
Service STAR Quarter to Date
ALL WE CE SC EA SO
Star Power Quarter to Date
Service Sells Cars
Welcome, JOHN DOE
My Activity
HOME INFORMATION CENTER AWARDS MY ACTIVITY ADMIN TOOLS
MESSAGE CENTER
CORPORATE PROGRESS
CLICK TO SEE ALL
CORP -
Quarterly Survey Count ........................... 64,372
Total Service Consultants* ...................... 1,433
Total Service Managers* .......................... 826
SURVEY EARNED POINTS
FRFT and WA/MPI "Both Yes" ................. 6,368,000
FRFT and WA/MPI "Yes" and HSI 875+ ............................................... 13,625,000
Only FRFT "Yes" .......................................... 1,442,500
Genesis and HSI Score 920+ .................. 169,000
Only WA/MPI "Yes" .................................... 206,000
HSI 850+ ....................................................... 3,061,500
FRFT and WA/MPI "Yes" and HSI 875+ Serv Mgr Bonus .............. 5,450,000
Genesis and HSI Score 920+ Serv Mgr Bonus .......................................... 50,700
SOUTH CENTRAL
HSI: 870+ WA/MPIGoal: 870 Goal: 62.0%Actual: 831 Actual: 847
Quarter Period: 6/29/10 through 9/28/10
CLICK HERE for Program Overview
CORP
# of Service Sells Cars................................................... 2287
# of Sales Pending Approval...................................... 358
EXTENDED THROUGH 4TH QUARTER 2010!
POINTS EARNED:
SHOP NOW
MESSAGE CENTER ARCHIVE
ACTIVITY DETAIL
250,000
NON-TECH
E-CARDS
SERVICE CONTESTS
SERVICE TOOLBOX
GAMEPLAY
QUIZZES& SURVEYS
Leaderboard
ALL WE CE SC EA SO
CLICK HERE for Program Overview
SOUTH CENTRAL
09/02/2010 : Service Training ExclusiveGold-Certi�ed Technicians: An exclusive service training opportunity awaits you.
Your dealership is one of the few elite dealerships that will be servicing the all-new premium vehicles. Therefore, you have an exclusive opportunity opportunity - as an elite Service Technician ...
CLICK HERE for details
09/02/2010 : STAR Awards for Parts ProfessionalsWelcome to STAR Awards for Parts Professionals
STAR Awards is a multi-faceted online platform designed to recognize Parts Managers and Counterpersons who strive to expand their knowledge and provide the utmost in...
CLICK HERE for details
CONGRATULATIONS!John,
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Sincerely,
Jane Doe
30 PT INCREASE
ITAGroup®, the associated design/logo and Driven by Loyalty® are registered service marks of ITAGroup, Inc. All rights reserved.
CustomerSatisfaction
AWARDS, OF COURSE!
With STAR Awards, your performance pays. Whether in the form of STAR Power Points to be redeemed on thousands of name-brand merchandise, travel awards and more, or via the Service STAR Prepaid MasterCard®, your spending power is virtually unlimited. Take a look at all of the ways your performance pays.
POINT. CLICK. REDEEM.
www.StarAwards.com: It’s your portal to more than 10,000 merchandise awards and, even better, you have 24/7 access! Shop anytime, anywhere. Your STAR Power Points can score you name-brand awards in 15 different product categories, from Electronics to Home to Lawn & Garden to Outdoors & Recreation, even branded apparel and merchandise from The Company Store. Powerful awards await you!
STAR PERFORMANCE. UNIQUE STAR OPPORTUNITIES.
• Designate your own “hot picks” with My Five. It’s your own customized award “wish list.” Pick your top five merchandise awards, and as you work toward them, you’ll be able to see just how close you are to redemption!
• Browse the STAR Garage. It’s where you’ll find great deals! Twenty-five hand-picked items are always available at special sale prices. Check in often because deals are updated quarterly. You won’t want to miss out!
• Put your points to work in a very real way:- Support a cause by selecting
merchandise that benefits a non-profit organization or charity.
- Donate your STAR Power Points directly to one of 16 national charitable organizations, including Hyundai Hope On Wheels.
- Or, select products and services that you can in turn donate to one of three national partner charities.
TAKE FLIGHT, OR SAIL THE OCEAN BLUE.
Wherever you choose to go, let Travel by Design take care of the details. It’s your personal travel concierge service, and it’s all part of being a Hyundai STAR Awards participant. From start to finish, Travel by Design will handle it all. Hotel accommodations, air and ground transportation, entertainment—we’ve got it covered!
Where to go? The options are endless. Escape to the Caribbean way of life – or make an Outback adventure. Don’t want to go that far? We have plenty of domestic distractions to offer! Hit the slopes in the Rockies or try your hand in Vegas. If you’re a sports fan, we’ll help pack your adventure
THE HOTTEST PICKS
Take a look at what other Parts and Service Team Members are redeeming for. These – and more – could be yours!
1) Apple 8GB iPod Touch Kit
2) Apple 8GB iPod nano Package
3) Omaha Steaks Steak Combo
4) Sony Playstation 3 Bundle
5) Nintendo DS Lite Bundle
6) Nintendo Wii Bundle
7) Sherpa Thermal Zip
8) Matrix Jacket
9) Titleist PRO V1X Golf Balls
10) XBox Pro 360 Game Bundle
Visit www.StarAwards.com to find these popular selections and find out what else is in store. With thousands of awards featuring name brands and the season’s latest products, you won’t go wrong. You can’t!
full of fun and games. NASCAR, NBA, and NFL tickets are just one way you can score big points with family and friends.
Visit www.HyundaiStarAwards.com and select Awards for more exciting details about Travel by Design.
A 15% processing fee applies to Travel by Design arrangements and will be deducted from your STAR Power Point balance.
SERVICE STAR PARTICIPANTS: THE SERVICE STAR PREPAID MASTERCARD® WAS DESIGNED WITH YOU IN MIND!
With the Service STAR Prepaid MasterCard, redeem for the purchases you choose. Spend where you want and on what you want, anywhere MasterCard is accepted. You name it: shopping, dining and more. The opportunities are all yours.
Visit www.consumercardaccess.com/hyundai to see your earnings, track your balance, and view your expenditures and purchases.
The Hyundai Service STAR Prepaid MasterCard® is issued by The Bancorp Bank, pursuant to license from MasterCard International Incorporated. The Bancorp Bank; Member FDIC.
STAR AWARDS:
WHAT IT’S ALL ABOUT
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Hyundai_Card_FNL_Reference.pdf 11/23/09 11:18:02 AM