Howards Group to share secrets to reputation management success at Automotive Management Live

Howards Motor Group will detail how it achieved the highest reputation rating from customer feedback as part of a dedicated session at Automotive Management Live 2024.

Chris Lee, Howards Motor Group managing director (pictured) and the group’s operations director Stuart Mackintosh will share their thoughts on how they manage their reputation and customer feedback.

Howards represents 10 brands across 23 locations and achieved the highest group Reputation score within the AM100 in 2023.

The privately owned motor retailer has been delighting its customers while also expanding rapidly, adding new Hyundai, Kia, Citroen and Vauxhall showrooms.

The session at Automotive Management Live 2024 on November 13 will cover how Howards leverages customer feedback to maintain strong relationships, enhance customer and vehicle lifetime value and how reputation management factors into the group’s overarching business strategy.

"Securing the highest score in the AM100 dealer groups for Reputation is a testament to our unwavering commitment to customer satisfaction and excellence. This is as a result of the dedication our teams have to going above and beyond for our customers and reinforces our position as a leader in the UK automotive industry," said Lee when the results were announced.

Lee and Mackintosh will be joined on the Digital & Technology stage at the Birmingham NEC event by session sponsor Reputation's customer success manager Sally Tunney and mid-market account director Peter Barrie.

Attendance to Automotive Management Live is free of charge for dealers and OEMs who register in advance.

Barrie said: “Brand promise is aspirational. Reputation is reality. Modern dealer groups need to bridge the gap to ensure the product and service on offer, and their commitment to their customers is the reality at the local level. 

“Your sites have their reputation in the hands of their buyers, and this feedback is trusted more by the public compared to a brand's own marketing communications.”

Ensuring brand promises in a feedback-first world

• Chris Lee, Managing Director, Howards Motor Group
• Stuart Mackintosh, Group Operations Director, Howards Motor Group
• Peter Barrie, Mid-Market Account Director, Reputation
• Sally Tunney, Customer Success Manager, Reputation