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CLIENT CASE STUDY


Luxury automobile company: Developing future leaders and building a culture of engagement

A Dealer Leadership Program to help leaders motivate teams, lead change and build a culture of high-engagement

Overview

This luxury automobile company turned to Accenture Strategy to design, develop and deliver a Dealer Leadership Program. The program focused on developing the leadership skills of the dealer principals, general managers and their leadership teams to inspire and motivate their teams, to successfully lead change, and to continue to build a culture of high-engagement. Three pilots were delivered before going live with the program to more than 3,500 dealership leaders. The impact of the Dealer Leadership Program is positive based on a recent survey. Of those surveyed, 51 percent indicated positive business impact. The most common business performance areas impacted include increased customer satisfaction, sales and employee engagement.

DOWNLOAD LUXURY AUTOMOBILE COMPANY: DEVELOPING FUTURE LEADERS AND BUILDING A CULTURE OF ENGAGEMENT

Opportunity

The luxury automotive market is ever changing and fiercely competitive. To differentiate itself from competitors, the company is rolling out new vehicle products, as well as digital capabilities and process changes across sales and service aimed at providing an exceptional, consistent customer experience and to attract new buyers to the brand.

The automotive company is experiencing record-breaking sales, and set the following strategic objectives with the goal of being #1 in the luxury automotive market:

  • Create a world-class customer experience in sales and service.

  • Attract, retain and motivate talent to deliver a differentiated brand experience.

  • Drive sales growth.

The automotive company wanted to help its dealerships roll out the changes efficiently while keeping employee engagement high and continuing to enhance customer experience. The leadership team realized strong leadership skills were critical to achieving the strategic business goals.

Outcomes

The CEO turned to Accenture Strategy to help the company launch the Dealer Leadership Program. The program would focus on developing the leadership skills of the dealer principals, general managers and their leadership teams to inspire and motivate their teams, to successfully lead change, and to continue to build a culture of high-engagement and performance.

Accenture Strategy designed, developed, and delivered the Dealer Leadership Program with two distinct program tracks: an Executive Program for general managers and dealer principals; and a Manager Program for managers across all dealership departments, such as sales, service and parts.

Accenture Strategy delivered three pilots before going live with the program to more than 3,500 dealership leaders. In total, the automotive company partnered with Accenture to conduct 12 executive programs and 22 manager programs over 18 months.

The impact of the Dealer Leadership Program is positive based on a recent survey of 103 dealer principals and general managers. Of those surveyed, 100 percent retained key concepts from the program, 95 percent cited behavior change in the dealership as a result of the program, and 51 percent indicated positive business impact.

The most common business performance areas impacted include increased customer satisfaction, sales, and employee engagement.

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