Kwik-Fit prepares to reposition as a customer centric business

By Tim Rose
|
8 April 2013

Kwik-Fit Group has appointed customer engagement agency Lateral to handle its electronic customer relationship management programme.

The agency will develop all Kwik-Fit eCRM requirements and the fast-fit chain's targeted one-to-one communications to help acquire, engage and retain customers.

Karen Richards, head of marketing at Kwik-Fit, said: “We are looking forward to an exciting journey as we reposition to be a customer centric business.”

London-based Lateral Group already works with high profile clients including Domino’s, RBS and Stagecoach.

Digital Marketing

Author: Tim Rose

Editor

tim.rose@bauermedia.co.uk

01733468266

An award-winning journalist and editor, with two decades of experience covering the motor retail industry, and accredited by the Institute of Leadership and Management (ILM) plus the National Council for the Training of Journalist (NCTJ)
As editor of AM since 2016, Tim is responsible for its media content, planning and production across AM's multiple channels, including the website, digital reports, webinars, social media and the editorial content of AM's events, Automotive Management Live and the AM Awards. His focus is on interviewing senior leaders of franchised dealer groups and motor manufacturer national sales companies to examine latest developments in UK motor retail.

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Ling Valentine - 08/04/2013 15:49

"Kwik-Fit Group has appointed customer engagement agency Lateral to handle its electronic customer customer relationship management programme." ...Electronic customer customer responses doomed to failure failure failure. Ling Ling Ling
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JohnTemple-shurety - 08/04/2013 18:34

Well whilst Kwik-Fit are playing silly Bs that should provide a bit more work foe the rest of us. Customers are not looking for a plethora of electronic communications, they are loking for first class service.
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Malcolm David - 08/04/2013 23:22

If you guys really believe in the age of smart phones, i-pads etc that the easiest way to market new prospects as well as maintaining current ones is still to call, leave a voicemail and mailshot them, then your the ones that will fail. Customers are indeed looking for first class service, but the age of marketing prospects with a mail flyer for MOT's or Service etc is long gone. The method of marketing needs to be targetted, relevant and effective, and mobile technology is where its at. Everyone laughed when Kwikfit got into insurance, but they weren't laughing when all the customers that had applied for quotes were then actively marketed . . . .
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