We are leading the way in customer service

Vision

We have developed a simple and compelling vision: to be the world’s most customer-centric automotive retail group. We believe the retail brand experience, based on the quality of service customers receive, is a strong differentiator in our industry. Outstanding customer service, delivered consistently, generates higher returns as we achieve higher conversion and loyalty rates. Inchcape is leading the way in customer service. With over 208 Retail outlets and 85 Distribution sites around the world, we have many examples of excellence and best practice that we share and transfer around the Group.

Strategy

To deliver our vision we have a clear strategy. We will strengthen our existing businesses through a focus on customer service and delivering operational excellence on all our key value-drivers. And we will expand our business in developed and emerging markets. There are four crucial elements to support our strategy. First is our people; we are investing in the development of our people as well as in the recruitment of new talent. We believe that people make the difference and we have an energising Human Resources agenda. Second is performance management; we are setting ‘best in class’ gold standards across the Group and have established key metrics on all value-drivers. Thirdly we are developing our technology and systems infrastructure, not only to deliver cost savings but importantly to free up time for our people to spend with our customers. And finally, we are pursuing our growth opportunities following a highly disciplined allocation of capital.

One vision

• To be the world’s most customer-centric automotive Retail group

Two strategic priorities

• Strengthen existing core businesses
• Expand in developed and emerging markets

Four enablers

• Recognise our people make the difference
• Gold standard performance management
• Use technology to free up time
• Disciplined allocation of capital

For more information please view our online annual report in which Chief Executive André Lacroix discusses the Inchcape strategy and unique business model in more detail