OWNER LOYALTY PROGRAM Four Things to Know … · OWNER LOYALTY PROGRAM Four Things to Know About...

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New One-and-Done Report This customized report highlights the financial impact from conquest customers who after just one purchase left your dealership and purchased at another Subaru dealer- ship or left the Subaru brand completely. We consider them to be “One-and-Done.” The lower your percentage, the bet- ter! You can also view the lost profits associated with these One-and-Done customers. You may have seen the new One-and-Done Reports displayed at the NBC Subaru Experience EXPO. If you didn’t have a chance to stop by, be sure you check out your OLP Landing page under Quarterly Reports. Updated Best Practice Guide The Best Practices Guide (Version 3.0) is an action tool that works with your OLP survey results to help you create a plan to improve your dealership based on feedback from your own customers. We’ve completely revised this valuable guide to incorporate expert guidance from your JD Power Consultants! New Questions for the Purchase Experience Survey Please note the addition of Question 8e: Based on this purchase experience, are you likely to use this retailer for service at some time in the future? (Yes/No) This question is reported as a percentage of Yes responses for both your dealership and Zone level for comparison. Service Experience Survey Additions Because satisfaction drives loyalty, we added two questions to give Retailers a clearer picture of where they stand. Question 7d (Service): Based on this service experience, are you likely to purchase a new vehicle from this retailer? (Yes/No) Question 5 (Express Service): Based on this express service experience, are you likely to use this retailer for repair work in the future? (Yes/No) A helpful chart presents the percentage of Yes responses to the new questions at both the Retailer and Zone level. Working together to put customers first. | October 2017 1 2 3 4 One-and-Done REPORT The One-and-Done Report highlights the gross profits lost from an original conquest household who purchased at another dealership. In other words, they purchased one time from your dealership and then were done. The Purchase customer loyalty performance data was gathered by IHS Markit in the previous four quarters. During the time frame of April 2016 to March 2017, 348 of your conquest customers still residing in your Area of Responsibility (AOR) came back to market and purchased another vehicle in the same sales group as Subaru. Of the 348 households trackable for these purposes, 216 purchased their new vehicle from your dealership. The remaining customers are considered One-and-Done (O&D) - 40 purchased a new Subaru from another Subaru retailer and 92 purchased a competitive brand (in the same market segment). Overall, 37% of your original conquest customers left your dealership after just one purchase and are now considered to be One-and-Done. Retailers should strive for a low One-and-Done percentage. Conquest customers are your customers that were new to the Subaru brand (within the last 10 years). One- and-Done (O&D) customers are customers in your AOR who were conquest buyers and then purchased a new Subaru from another Subaru retailer or a competitive brand (in the same market segment as Subaru). Apr 16 - Mar 17 Conquests Returned To Market O&D to Another Subaru Retailer O&D to Competitive Brand Total O&D Your Percent Total O&D (lower is better) You 348 40 92 132 37% Zone 8,177 1,734 2,401 4,135 50% 020128 Van Bortel Subaru Subaru Sales of 1000-1999 Report Date: August 18, 2017 Subaru Distributors Corp.; SDC Zone Quarter: Apr-Jun, 2017 ONE-AND-DONE REPORT Lost Gross Sales Profits is calculated by multiplying the number O&D households by the All-In Gross Profit per vehicle retailed ($3,184). The All-In Gross Profit is the average “Front” Gross Profit ($1,529), the average F&I Net Income ($1,103), and the average “Other” Sales Department Gross Profit ($552) as reported by NCM Associates for Volume Import Franchises. The profit amounts specific to your dealership may vary. Lost Gross Sales Profits = Number of O&D Households x All-In Gross Profit ($3,184) Lifetime Value Lost is calculated by multiplying the number of O&D households by the All-In Gross Profit ($3,184) plus the Average Gross Profit (parts and customer pay service) during the ownership cycle ($1,470). Lifetime Value Lost = Number of O&D Households x ($3,184 + $1,470) Average Gross Profit (parts and customer pay service) during the ownership cycle 2.2 service visits per year 1.2 labor hours per visit 73% customer pay labor gross profit margin Labor rate of $91.97 Parts-to-labor ratio .77 Parts gross profit margin 38% Ownership cycle of 5.92 years ((5.92 x 2.2 x 1.2 x $91.97) x 73%) + (((5.92 x 2.2 x 1.2 x $91.97) x .77) x 38%) = $1,470 Lost Profits O&D to Another Subaru Retailer O&D to Competitve Brand Total O&D Gross Sales $127,360 $292,928 $420,288 Lifetime $186,155 $428,156 $614,311 Version 3.0 OWNER LOYALTY PROGRAM Four Things to Know About Your 3rd Quarter OLP Reports

Transcript of OWNER LOYALTY PROGRAM Four Things to Know … · OWNER LOYALTY PROGRAM Four Things to Know About...

Page 1: OWNER LOYALTY PROGRAM Four Things to Know … · OWNER LOYALTY PROGRAM Four Things to Know About Your 3rd Quarter OLP Reports. OWNER LOYALTY PROGRAM ... Stohlman Subaru of …

New One-and-Done ReportThis customized report highlights the financial impact

from conquest customers who after just one purchase left your dealership and purchased at another Subaru dealer-ship or left the Subaru brand completely. We consider them to be “One-and-Done.” The lower your percentage, the bet-ter! You can also view the lost profits associated with these One-and-Done customers.

You may have seen the new One-and-Done Reports displayed at the NBC Subaru Experience EXPO. If you didn’t have a chance to stop by, be sure you check out your OLP Landing page under Quarterly Reports.

Updated Best Practice GuideThe Best Practices Guide (Version 3.0) is an action

tool that works with your OLP survey results to help you create a plan to improve your dealership based on feedback from your own customers. We’ve completely revised this valuable guide to incorporate expert guidance from your JD Power Consultants!

New Questions for the Purchase Experience SurveyPlease note the addition of Question 8e:

Based on this purchase experience, are you likely to use this retailer for service at some time in the future? (Yes/No)

This question is reported as a percentage of Yes responses for both your dealership and Zone level for comparison.

Service Experience Survey AdditionsBecause satisfaction drives loyalty, we added two

questions to give Retailers a clearer picture of where they stand.

Question 7d (Service):

Based on this service experience, are you likely to purchase a new vehicle from this retailer? (Yes/No)

Question 5 (Express Service):

Based on this express service experience, are you likely to use this retailer for repair work in the future? (Yes/No)

A helpful chart presents the percentage of Yes responses to the new questions at both the Retailer and Zone level.

Working together to put customers first. | October 2017

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One-and-Done REPORT

The One-and-Done Report highlights the gross profits lost from an original conquest household who purchased at another dealership. In other words, they purchased one time from your dealership and then were done. The Purchase customer loyalty performance data was gathered by IHS Markit in the previous four quarters.During the time frame of April 2016 to March 2017, 348 of your conquest customers still residing in your Area of Responsibility (AOR) came back to market and purchased another vehicle in the same sales group as Subaru. Of the 348 households trackable for these purposes, 216 purchased their new vehicle from your dealership. The remaining customers are considered One-and-Done (O&D) - 40 purchased a new Subaru from another Subaru retailer and 92 purchased a competitive brand (in the same market segment). Overall,37% of your original conquest customers left your dealership after just one purchase and are now considered to be One-and-Done. Retailers should strive for a low One-and-Done percentage.Conquest customers are your customers that were new to the Subaru brand (within the last 10 years). One-and-Done (O&D) customers are customers in your AOR who were conquest buyers and then purchased a new Subaru from another Subaru retailer or a competitive brand (in the same market segment as Subaru).

Apr 16 - Mar 17 Conquests Returned To Market

O&D to Another Subaru Retailer

O&D to Competitive

BrandTotal O&D

Your Percent Total O&D(lower is better)You 348 40 92 132 37%Zone 8,177 1,734 2,401 4,135 50%

020128 Van Bortel SubaruSubaru Sales of 1000-1999

Report Date: August 18, 2017Subaru Distributors Corp.; SDC Zone Quarter: Apr-Jun, 2017ONE-AND-DONE REPORT

Lost Gross Sales Profits is calculated by multiplying the number O&D households by the All-In Gross Profit pervehicle retailed ($3,184). The All-In Gross Profit is the average “Front” Gross Profit ($1,529), the average F&I Net Income ($1,103), and the average “Other” Sales Department Gross Profit ($552) as reported by NCM Associates for Volume Import Franchises. The profit amounts specific to your dealership may vary. Lost Gross Sales Profits = Number of O&D Households x All-In Gross Profit ($3,184)Lifetime Value Lost is calculated by multiplying the number of O&D households by the All-In Gross Profit ($3,184)plus the Average Gross Profit (parts and customer pay service) during the ownership cycle ($1,470).Lifetime Value Lost = Number of O&D Households x ($3,184 + $1,470)

Average Gross Profit (parts and customer pay service) during the ownership cycle• 2.2 service visits per year• 1.2 labor hours per visit• 73% customer pay labor gross profit margin• Labor rate of $91.97

• Parts-to-labor ratio .77• Parts gross profit margin 38%• Ownership cycle of 5.92 years

((5.92 x 2.2 x 1.2 x $91.97) x 73%) + (((5.92 x 2.2 x 1.2 x $91.97) x .77) x

38%) =$1,470

Lost Profits O&D to Another Subaru Retailer O&D to Competitve Brand Total O&DGross Sales $127,360 $292,928 $420,288Lifetime $186,155 $428,156 $614,311

Version 3.0

OWNER LOYALTY PROGRAM

Four Things to Know About Your 3rd Quarter OLP Reports

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OWNER LOYALTY PROGRAM

Quirk Subaru of Bangor

Redding Subaru

Ruge’s Subaru

Rutland Subaru

Shults Subaru

Southern Oregon Subaru

Sterling Subaru

Subaru of Beechmont

Subaru of Champaign County

Subaru of Cherry Hill

Subaru of Muskegon

Subaru of Pembroke Pines

Subaru of Spokane

Suburban Subaru - Vernon

Sunset Subaru

Tindol Subaru

Walker’s Renton Subaru

Walser Subaru

THIRD TIME RECIPIENTAdventure Subaru - Painesville

Alexander Subaru

Anderson Subaru

AutoNation Subaru West

Bryan Subaru

Buchanan Subaru

Carter Subaru Ballard

Cascade Subaru - Wenatchee

Coconut Creek Subaru

Cole Subaru

Don Miller Subaru West

Donaldsons Subaru

Dreyer & Reinbold Subaru

Dunning Subaru

Eastside Subaru

Ed Reilly Subaru

Elk Grove Subaru

Fairway Subaru - Greenville

Farrish Subaru

Ferguson Subaru

Gerald Subaru North Aurora

Glanzmann Subaru

Grayson Subaru

Gurley Leep Subaru

Harvey Subaru

International Subaru of Merrillville

Irvine Subaru

Johnson Subaru of Cary

Kirby Subaru of Ventura

Landers McLarty Subaru

Lester Glenn Subaru

Liberty Subaru - Libertyville

Livermore Subaru

Lou Fusz Subaru - St. Peters

Maple Hill Subaru

McCurley Integrity Subaru

Miller Subaru

Muller Subaru

Peltier Subaru

Riley’s Subaru

Schumacher Subaru

Sellers Subaru

St. Cloud Subaru

Stewart Subaru

Stocker Subaru

Stohlman Subaru

Subaru City of Milwaukee

Subaru of Gainesville

Subaru of Ontario

Subaru of Plano

Subaru of Pueblo

Subaru of San Bernardino

Subaru Pacifi c

Terry Subaru

Tom Wood Subaru

Valley Subaru of Longmont

Wagner Subaru

Wentworth Subaru

Wilde Subaru

World Subaru

Yark Subaru

SECOND TIME RECIPIENTAll American Subaru of Old Bridge

Austin Subaru

Bachman Subaru

Bert Smith Subaru

Brilliance Subaru

Brown Subaru - Amarillo

Brown’s Manassas Subaru

Busam Subaru

C & S Subaru

Cannon Subaru

Carter Subaru

Cascade Subaru

Ciocca Subaru

Colonial Subaru - Danbury

Dan Perkins Subaru

Dave Wright Subaru

Delaney Subaru

Doug Smith Subaru

Dulles Subaru

Falcone Subaru

Flower Subaru

Fox Subaru - Auburn

Frederick Subaru

Gateway Subaru

Gerald Subaru

Giles Subaru

Gresham Subaru

Halladay Subaru

Hanson Subaru

Hiley Subaru

Jensen Subaru

Jim Armstrong Subaru

Jim Keras Subaru

John Hine Temecula Subaru

Joseph Subaru

Kenny Ross Subaru

Kenosha Subaru

Koby Subaru

Koeppel Subaru

Lacy Subaru

Larry H. Miller Subaru Boise

Lawrence Subaru

Lee’s Summit Subaru

Lithia Reno Subaru

Long Subaru

Manchester Subaru

Marion Subaru

McCrea Subaru

Mike Shaw Subaru

Minooka Subaru

Modern Subaru of Boone

Modesto Subaru

Montgomery Subaru

Motor Mile Subaru

North Country Subaru

North Park Subaru Dominion

Parkway Subaru

Peoria Subaru

Prestige Subaru - Asheville

Putnam Subaru

R K Subaru

River City Subaru

Romain Subaru

Roy Robinson Subaru

Saint J. Subaru

Sangera Subaru

Schulte Subaru

Scoggin-Dickey Subaru

Serramonte Subaru

Southern States Subaru

Spangler Subaru

Stivers Decatur Subaru

Subaru 46

Subaru By-the-Bay

Subaru of Bend

Subaru of Clear Lake

Subaru of Grand Blanc

Subaru of Hilton Head

Subaru of Little Rock

Subaru of Melbourne

Subaru of Morristown

Subaru of Orange Park

Subaru of Port Richey

Subaru of Wakefi eld

Subaru of Wichita

Tri City Subaru

Troncalli Subaru

Uftring Subaru

Valley Subaru

Van Subaru

Vic Bailey Subaru

Waikem Subaru

West Herr Subaru

FIRST TIME RECIPIENTBaldwin Subaru

Basin Subaru

Byers Airport Subaru

Capital Subaru of Greenville

Carbone Subaru

Cleo Bay Subaru

Coleman Subaru

Corpus Christi Subaru

Dewey Griffi n Subaru

Don Aadsen’s Subaru of Butte

East Hills Subaru

Faulkner Subaru - Mechanicsburg

First Team Subaru - Suffolk

Flagstaff Subaru

Flow Subaru Burlington

Gallatin Subaru

Garcia Subaru East

Gillman Subaru

Goldstein Subaru

Haldeman Subaru

Hassett Subaru

Hyman Bros. Subaru

Ira Subaru

Jenkins Subaru

JK Subaru

Joey Accardi Subaru

Johnson Subaru

Klamath Falls Subaru

Lehman Subaru

Maita Subaru

Milford Subaru

Morrie’s Brooklyn Park Subaru

O’Steen Subaru of Valdosta

Phil Meador Subaru

Pine Belt Subaru

Prime Subaru

Reedman-Toll Subaru

Reynolds Subaru

Royal Subaru - Bloomington

Sendell Subaru

Serra Subaru of Traverse City

Sheehy Subaru

Shingle Springs Subaru

Simmons Rockwell Subaru

Stohlman Subaru of Sterling

Subaru of Claremont

Subaru of Glendale

Subaru of Macon

Subaru of Missoula

Subaru of Puyallup

Subaru of Santa Fe

Teton Motors Subaru

Thelen Subaru

Tonkin of the Gorge Subaru

University Subaru

Wackerli Auto Center

Young Subaru

SIXTH TIME RECIPIENT#1 Cochran Subaru

Adventure Subaru - Fayetteville

Annapolis Subaru

AutoNation Subaru Scottsdale

Baierl Subaru

Bergstrom Subaru

Boardman Subaru

Bowser Subaru

Brunswick Subaru

Burlington Subaru

Capitol Subaru

Center Subaru

Chilson Subaru

Courtesy Subaru - Rapid City

Don Miller Subaru East

DuTeau Subaru

Earl Duff Subaru

Five Star Subaru - Oneonta

Flatirons Subaru

Fred Beans Subaru

Gillman Subaru - Houston Southwest

Grand Junction Subaru

Heuberger Subaru

Hometown Subaru

Kupper Subaru

Liberty Subaru - Emerson

Mastro Subaru

Mid-Hudson Subaru

Mike Scarff Subaru of Auburn

Miller Hill Subaru

Mitchell Subaru

Nate Wade Subaru

Parker Subaru

Patriot Subaru

Peninsula Subaru

Premier Subaru

Proctor Subaru

Riverhead Bay Subaru

Romano Subaru

Secor Subaru

Sewell Subaru

Sommer’s Subaru

Stanley Subaru

Subaru of Georgetown

Subaru of Keene

Subaru of Kennesaw

Subaru of Kings Automall

Subaru of Loveland

Subaru South Blvd

Subaru Stamford

Subaru Superstore

Valenti Subaru

Van Bortel Subaru

W & L Subaru

West Houston Subaru

Williams Subaru

FIFTH TIME RECIPIENTA & T Subaru

Beardmore Subaru

Belknap Subaru

Benedict Subaru

Bill Kolb, Jr. Subaru

Bill McBride Subaru

Bill Rapp Subaru

Bob Moore Subaru

Brandon Tomes Subaru

Brattleboro Subaru

Brown Subaru - Charlottesville

Camelback Subaru

Capitol Subaru of Salem

Carlsen Subaru

Carr Subaru

Clements Subaru

Curry Subaru

Day Apollo Subaru

Dick Hannah Subaru

Evanston Subaru

Evergreen Subaru

Findlay Subaru

Fox Marquette Subaru

Fox Subaru - Grand Rapids

Galpin Subaru

Ganley Subaru of Bedford

Ganley Westside Subaru

Glassman Subaru

Grand Forks Subaru

Groove Subaru

Gustman Subaru

Haddad Subaru

Herb Gordon Subaru

Holmgren Subaru

Hudiburg Subaru

Huebner Subaru

Jim Burke Subaru

Lancaster County Subaru

Lithia Subaru - Oregon City

Lithia Subaru of Fresno

Lou Fusz Subaru - St. Louis

Mark Miller Subaru

Mark Miller Subaru South Towne

Rafferty Subaru

Ramsey Subaru - Ramsey

Ramsey Subaru - Urbandale

Randy Marion Subaru

Reliable Subaru

Shortline Subaru

Steve Lewis Subaru

Steve Moyer Subaru

Stuckey Subaru

Subaru of Daytona

Subaru of Gwinnett

Subaru of Jacksonville

Subaru of Las Vegas

Suburban Subaru - Troy

Tucson Subaru

Twin City Subaru

Wallace Subaru - Johnson City

Ward Muscatell Subaru

Wayne Subaru

FOURTH TIME RECIPIENTAtlantic Subaru

AutoNation Subaru Spokane Valley

Bel Air Subaru

Bob Rohrman Subaru

Bob Wade Subaru

Briggs Subaru of Lawrence

Byers Dublin Subaru

Charlie’s Subaru

Chatham Parkway Subaru

Classic Subaru - Atlanta

Concordville Subaru

Crews Subaru of Charleston

Darrell Waltrip Subaru

Don K Subaru

Faulkner Subaru - Harrisburg

Faulkner Subaru -

Bethlehem

First Team Subaru - Roanoke

Flow Subaru

Frank Subaru

Ganley Subaru of Wickliffe

Gary Lang Subaru

Gillman Subaru - Houston North

Glenwood Springs Subaru

Grand Prix Subaru

Grand Subaru

Hatfi eld Subaru

Heritage Subaru

John Howard Subaru

John Kennedy Subaru

Kearny Mesa Subaru

Kendall Subaru

Kocourek Subaru

LaRiche Subaru

Mastria Subaru

Mastro Subaru of Orlando

Matthews Subaru

Napleton Subaru

Park Subaru

Paul Miller Subaru

Paul Moak Subaru

Planet Subaru

Profi le Subaru

Puente Hills Subaru

Quantrell Subaru

Congratulations, 2017 Subaru Stellar Care Award Recipients!

2017 SUBARU STELLAR CARE AWARD RECIPIENTS

The Subaru Stellar Care Award is the highest honor a Subaru retailer can achieve. Thoughtful customer care is delivered with relentless dedication to customer satisfaction.

HEARTFELT CONGRATULATIONS FROM SUBARU OF AMERICA, INC.

SIXTH TIME RECIPIENT#1 Cochran Subaru

Adventure Subaru - Fayetteville

Nate Wade Subaru

Parker Subaru

Patriot Subaru

Brown Subaru - Charlottesville

Camelback Subaru

Capitol Subaru of Salem

Rafferty Subaru

Ramsey Subaru - Ramsey

Ramsey Subaru - Urbandale

2017 SUBARUSTELLAR CARE AWARD RECIPIENTS

The Subaru Stellar Care Award is the highest honor a Subaru retailer can achieve. Thoughtful customer care is delivered with relentless dedication to customer satisfaction.

HEARTFELT CONGRATULATIONS FROM SUBARU OF AMERICA, INC.

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STELLAR CARE AWARD

Way to Go, Subaru Retailers! Congratulations to all the Subaru retailers who achieved Stellar Care status! Stellar Care retailers get in-store and national recognition, including a beautiful, personalized crystal trophy. Retailers also enjoyed a full-page spotlight in Automotive News! Don’t miss your chance to become a Love Promise Customer Commitment Award retailer next year! Facility Evaluations and all Corrective Actions must be completed by November 30, 2017.

TIPS FROM GEORGE, National Owner Loyalty Manager

Why don’t Express Service Advisors receive an Overall Service Satisfaction (SS) score?Great question! Determining a SS score requires that all Key Satisfaction Indicators (KSIs) have a response. One of the KSI questions targets Appointment and Drop Off, which does not take place during an Express Service visit. Since this KSI is left blank, an Overall Service Satisfaction score cannot be calculated for these individuals. Please be assured the remaining responses are combined with the other Service Experience Surveys to formulate your dealership’s overall score.

Glittering AchievementDid you have a chance to see the new Love Promise Award trophies at the National Business Conference in Denver, Colorado? The brilliant Gold and Silver trophies turned many heads in the Owner Loyalty Program booth! We think one would look great at your location.

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SPOTLIGHT

In Touch with Scott HowardRetailer Training Manager (MSP Zone, Central Region)

A Subaru employee since 2008, Scott Howard has just settled into his new role of Retailer Training Manager (MSP Zone,

Central Region). He brings an unconventional “outside the box” approach to improving the customer experience.

“I’ve had the privilege to work in many different Subaru markets and understand there is more than one way to achieve success,” he said. “When working with retailers on process improvement, it’s important that we collectively implement a strategy that best utilizes the resources available.”

Scott places great importance on the customer’s perception of your business.

“It is a key factor in their decision to purchase or service at your location and begins long before they step foot in the showroom or service department,” he said. “It’s typically formed through many different channels over a long period of time and based on what they see from your advertising, community involvement, word of mouth, online presence and your reputation management.”

Consistency through all customer touchpoints is key.

“The customer’s perception of your retailer is often one of the most important aspects of their behavior. In order to change a customer perception, it must begin with the culture of the business and pass through everything you do.”

When working with retailers and district teams to improve the customer experience, he targets the fundamentals; such as process improvement initiatives, phone skills training, and most importantly, product knowledge.

“Knowledge is power!” he said. “As the market rapidly becomes more competitive, it’s more important than ever before that we now re-focus on processes, features, benefits and competitive advantages.”

Scott and his wife, Ashely, enjoy spending time with their two young children, Olivia and Beau, and their one-year-old Labradoodle, Dixie.

“We are the typical Subaru family. It’s not uncommon to find us headed off on a road trip with our Subaru loaded up with our kids, dog and gear. We love to spend as much time as possible outdoors; biking, hiking, camping, fishing or just exploring the city,” he said.

“In addition, we are huge college football fans. I’m a Tennessee Volunteer fan (Go Vols!) and my wife is an Alabama (Roll Tide) fan so the house is definitely divided.”

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SPOTLIGHT

Meet Jim AikmanRetailer Training Manager (PDX Zone, Western Region)

Jim Aikman has a gift for making friends.

 “I’m a very good relationship builder,” he said. “Positive relationships cultivate trust with your team, your customers and your community. Knowing how to create strong relationships is essential in our business and ultimately drives success.”

Jim’s people skills and enthusiasm have not only helped him form strong bonds with his retailers, but have also propelled him to his fourth position at Subaru.

“I joined the company on August 4, 2008, as an Internet Lead Management (ILM) Analyst, and helped launch the ILM system,” he said. “After three years, I moved to the field; first as a District Sales Manager for the PDX Zone District 3 and later to the larger PDX Zone District 2 in Seattle, Washington.”

Jim also brings seven years of valuable experience working in the JD Power & Associates marketing department. While there, he helped overlook the Power Information Network (PIN) program.

In June, Jim accepted his new role as Zone Retailer Training Manager for PDX and relocated to Portland.

His primary responsibilities include helping District Managers and Retailers improve their performance utilizing OLP tools and resources; conducting product training for Sales Consultants and Service Advisors; connecting JD Power  consultants with Retailers; and guiding District Managers and Retailers toward the coveted Love Promise Customer Commitment Award.

Jim encourages retailers to focus on providing the ultimate experience for every customer who visits their facility.

“That experience must be ongoing, well after the sale. Subaru offers a great product and ideally, the sale is just the beginning of a life-long relationship.”

In his free time, Jim enjoys golfing, fishing and skiing. He is single and enjoying life!

Congratulations on your new role, Jim.

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PROGRAM SUPPORT Regional Product & Process Managers and Zone Retailer Training Managers are your best sources to discuss owner retention initiatives in your area. Below is contact information for your records.

Jim Desper Subaru of New England (781) 255-6333

Richard Rizzo Subaru of New England (781) 255-6329

TBD Subaru Distributors Corp.

EASTERN REGION

Ray Smit Regional Product & Process Manager (678) 517-1163

Jim Riedel Regional Product Training Manager (516) 581-8968

Adam Woodhull Philadelphia Zone (609) 518-5054

Dave Bull Washington DC Zone (412) 417-1478

Alisa Smith Atlanta Zone (770) 732-3226

Bob Ceo Orlando Zone (407) 461-0484

CENTRAL REGION

Archie Booth Regional Product & Process Manager (630) 250-4777

Askia Ahmad Regional Product Training Manager (614) 707-5517

John LaMonte Chicago Zone (630) 250-4710

Scott Howard Minneapolis Zone (732) 991-2218

TBD Dallas Zone (610) 393-2922

Scott Shafer Columbus Zone (614) 707-5523

WESTERN REGION

Toni Ludwig Regional Product & Process Manager (262) 914-7049

Dave Boyer Regional Product Training Manager (610) 393-2922

Bill Almquist Denver Zone (303) 373-7790

Erik Summa San Francisco Zone (925) 271-8734

Tim Tagye Los Angeles Zone (657) 269-5203

Jim Aikman Portland Zone (801) 244-1144

SUBARU MAGAZINE

Good ReadingFall Drive treats readers to a feature on the Art of Apple Cider; an inspiring Fall Colors Tour; a preview of the All-New 2018 Crosstrek; a primer on the Kelley Blue Book® Awards; a Posse Foundation article and more!

We Thank You!More than 2,000 Subaru retailers and Subaru employees attended the 2017 Reaching for the Stars National Business Conference in Denver, Colorado, last month. Thank you to all of you who visited the Subaru Experience EXPO! We hope you learned a lot and had a great time.

Did You Know?Next year’s NBC will be held in Philadelphia!

Subaru Rally Team USA driver Travis Pastrana grabs the bull (in this case ... moose) by the horns and gives the show a thumbs up!