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Strengthening brand loyalty through an excellent customer journey
Current global events have been causing supply problems in various industries for the past several years. The automotive industry has not been spared, which significantly affects new car sales and presents dealers with new challenges. In this edition of our Impulse, I would like to share my personal experience on this topic. The ongoing chip […]
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Customer Event: ARS Summer Nights
Last Monday, the first edition of our Automotive Retail Summer Night took place at the Soldekk rooftop terrace in Braunschweig. We were happy to meet and interact with a wide range of our clients and relations in a pleasant environment. We would like to thank Gert Schaub from Fleetpool GmbH for his talk, he shared […]
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Car dealerships remain important
Panoff Consulting was recently able to present its latest study “The Future of Customer Experience”. We have looked at what the touchpoints of the customer experience of the future could look like and what conditions must be created for this. My colleagues Kristin Hertwig and Mark Schreiner presented the study moderated by Julian Boguschewski on […]
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E-Volution – “Let’s take a look, then we’ll see”
Hardly any other industry has been overtaken by so many changes at the same time within the recent years as the automotive sector. But how is future mobility developing from the customer’s point of view? Is the mobility ecosystem facing a fragmented future? At a glance Customers do not expect fully automated vehicles before early […]
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Best Wishes from Panoff Consulting
The year has flown by at incredible speed. Many hardworking days and high-impact weeks, ups and downs, some virtual meeting marathons, but also some personal encounters lie behind us all. At Panoff Consulting, we look back with a smile on an exciting year, fondly remembering a great team event with our Swiss colleagues, successfully implemented […]
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Study: Half of the touchpoints in Automotive Digitalization are unexploited
Whether you are a car enthusiast or someone who sees their car as a commodity, whether you are experienced in car buying or newly interested – the buying process is similar for everyone. At the outset, we are faced with a multitude of questions that need to be addressed for each individual. Not only do […]
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Invitation – Panoff Automotive Retail Online Event
This month marks our first year of publishing monthly impulses and sharing our insights with our relations and contacts. Now it is time to take it to the next step and experience it live together with you! We are kindly inviting you, Mr. Kleimann, to our first online event that will take place on November […]
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(De)Centralization in Automotive Retail
The (de)centralization of markets has always been an important topic in politics and business. Among our customers, we perceive different approaches in both directions in recent years. We asked ourselves the following questions: Why is this the case? Why are different approaches being taken in the automotive industry? What does this mean for dealers? And […]
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Happy summer holidays from Panoff Consulting
Last week we met for our annual “Summer Event”. We used this event to spend more time together as a team after many months in the home office. Our Summer Event took place in Amsterdam, where we wanted to evaluate the first half of the year and define further measures for the second half. In […]
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Future Retail – How sustainable are automotive dealerships?
In 2011, I sold my 5th generation car dealership: a painful process that was associated with emotions and financial loss. 10 years later, in a changing environment, I can now look more soberly at this situation at the time and ask myself: Would I want to hand over an automotive dealership to my children today? […]
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MaaS practice Test – Can Car-Sharing prevail over traditional Car-Ownership?
MaaS (Mobility-as-a-Service) has become increasingly popular in recent years. Especially in Europe’s major cities, MaaS vehicles are more and more visible on public roads. MaaS includes, among others, cab services (e.g. via apps), Peer2Peer car-sharing, and B2C car sharing. In this impulse, we would like to give you insights into when B2C car sharing might […]
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Technological Trend Reversal and more efficient Sales Structures – established OEMs must show flexibility
Since the mid-2000s, efforts have repeatedly been made by Chinese OEMs to gain a foothold in the European automotive industry. The Landwind and Brilliance brands are certainly among the best-known examples. In recent years, Chinese players have once again appeared on the scene, daring to make the leap into Europe. Well-known names today are, among […]
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New Mobility: Sharing and Subscriptions Instead of Purchase and Ownership
With the availability of new mobility models, a customer today has more options to be mobile than it was the case 10 years ago. What started with the entry of Uber as the first digital ride service provider, has now evolved into a variety of on-demand, subscription and sharing solutions. Instead of “buy or lease”, […]
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Competence Development in the Field of Service Automation
Since 1 December, Jim Devos has been supporting the Service Automation business unit. Jim has worked in various industries and positions after graduating with a degree in computer science. He was able to build up in-depth knowledge in project management, processes, operational business, support and strategy, especially in the areas of system catering, hotels and […]
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The influence of electrification on after-sales activities
What effects can we derive from the rising production and demand of Battery Electric Vehicles (BEV) on dealership after-sales activities? In terms of new vehicle registrations, 2020 accounted for the largest increase in BEV and Plug-In Hybrid Electric Vehicles (PHEV). According to the German KBA institute were 3 out of 10 new vehicle registrations in […]
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Online and offline integration is the key to a holistic customer journey!
Car dealer visits on the weekend to look for a new car? That has been the customer practice for many years right now. Countless comparisons, test drives, offers, and negotiations render the weekend fully booked. What is the opinion of your customers regarding these hurdles? Having a thorough overview of the entire customer journey has become […]
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Reinforcement at Automotive Retail Services
By 2020, we have already welcomed two new employees to support our Automotive practice. Mark Schreiner Mark joined us on 1 February and brings with him a wealth of practical experience from the automotive (BMW, TÜV SÜD), tourism (FLYLA) and entertainment (Walt Disney) industries. Combined with the M. Sc. in Industrial Engineering and Management and […]
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Ways out of the Crisis
The Corona crisis has significantly increased the pressure on earnings in some companies: revenues are falling and costs must be carefully examined. The resulting cost-cutting measures may mean that urgently needed skills and resources are no longer available. Panoff Consulting can resolve this shortfall effectively and efficiently. We are happy to offer you our many […]
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Customer Event 2019: The impact of current technological trends on entrepreneurial action and decision-making
At last year’s client event, our guest speaker showed us in a very impressive and entertaining way, just how important human relationships will continue to be in the future despite all the digitalization. Nevertheless, we cannot avoid closely incorporating technological developments into our business decisions as part of our daily activities. Technology is used to […]
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Customer Event 2018: Digital helps – analog decides
In a world where everyone is talking about digitalization, this year’s guest speaker takes up the cause of customer orientation and customer contact as the ultimate elements for success in times of great upheaval. Which key competencies or key services are needed to continue to gain people’s trust in the future and to operate successfully […]
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Hope is not a strategy
A founder and family entrepreneur in the so-called “New Economy” invited me to his headquarters to get advice on his growth strategy. Since the establishment of his business, his turnover had grown steadily and solidly, but all resources had been used up for the next step. Both financially and in terms of structures, processes and […]
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Misjudged and underestimated potentials in master data quality
In a globally functioning business world, companies operate in an area of conflict between margin pressure, customer satisfaction, speed, and quality standards. Reliable information, a high level of process efficiency and security are among the important factors responsible for the success of a company. Therefore, a high level of master data quality is one of […]
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Temporary management in the SME sector
There are many reasons why companies choose an interim manager: Bridging a management vacancy, company reorganizations, development of new business areas, internationalization of the business, transformations, or even classic project management. Not only in Switzerland is interim management becoming more and more popular and used more often. In the past, interim management was often associated […]
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What does “Business Transformation” mean for management and employees?
Nearly every day a new business trend is driven through the village, which is supposed to make the performance of the companies rise to almost immeasurable levels or at least to ensure that the companies can continue to be successful in the market. One time it is the digital transformation, the next time artificial intelligence, […]
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The trend in IT – Personal support from a field support
In recent years, many companies have centralized their decentralized IT offshoots, such as specialist support or support units. The technology, as well as the networking, make it possible that the users are supported via remote access and central monitoring systems take over the supervision of the systems. The user now has no choice but to […]
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Who are we marrying today?
The tills of many European companies are well filled at times of low-interest rates, and what could be more obvious than a strategic acquisition? Increasing value through acquisitions is, therefore, a common consideration for European companies of all sizes these days. Strategic considerations range from the acquisition of competitors in the same business sector to […]
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Leading in times of “digital transformation”
Everyone is talking about digital transformation! Lectures are being given, projects worth millions are being launched, new structures and processes are being set up, and even a board position is being created: The CDO (Chief Digital Officer). However, what exactly is behind the digital transformation, what goals does the transformation serve, and what demands on […]
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Customer Event 2017: Strategy and crisis
What happens if things don’t run smoothly and success fails to materialise? How can people and organisations be led out of the crisis and back to success? Ottmar Hitzfeld talked about his personal experiences as a footballer and international success trainer during a panel discussion. how he dealt with crisis situations and how he has […]
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Customer Event 2016: Strategy and Implementation
In sports as well as in everyday business life, constant performance improvements are an essential prerequisite for achieving extraordinary goals and asserting oneself against competitors. On 28 April 2016, two personalities from the world of professional sport – both of whom are among the world’s top athletes – spoke about how they are mastering these […]