Модераторы: Typhoon, russiangirl, Лютег
When he puts his trust in a car maker, whichever it is, the customer asks to be satisfied as well as possible. But when a customer puts his trust in Lancia that is not enough. From a brand with a great tradition, a brand that has written many important pages of motoring history, remaining loyal to its values of exclusiveness and distinction, he asks much more: he expects to be pampered.
It is not an easy goal to reach, if we bear in mind that the market target to which we are referring is made up of luxury customers, the most demanding of all. And exceeding the expectations of these motorists may be a difficult task.
In the higher brackets of the market, there is however a tendency towards a more refined, personal luxury. And an insistent demand for technology that is less 'cold' than that offered so far, the request for greater warmth, more craftsmanship, more attention to the individual. And it is this growth area that the Lancia brand focuses on with its specific marketing plan.
First of all, because the Thesis is a car capable of responding fully to the demands of a customer who is interested in technology but knows the value of tradition, who demands substance from the product but also exclusiveness and prestige. And because, thanks to its own values, Lancia appears as the brand that is most suitable to interpret this new world of luxury.
The instrument elaborated to achieve this ambitious target is a commercial plan based on: a competitive product strategy, creative, targeted marketing programmes and the decision to focus on a few decisive elements. In particular: quality, logistics, the spare parts organisation and service.
The Brand. In this context, understanding a brand's identity and values, means having a clear vision of the market scenario in which new elite groups emerge, modern, evolved customers who are on the cutting edge in social and cultural terms and are often capable of anticipating change.
As a whole, it is a target made up primarily of businessmen, managers and the professions, who are able to reconcile conceptually opposing values such as tradition and innovation, rationality and emotion, individualism and social awareness.
To appeal to and capture these customers, Lancia must recover and highlight the strong values that are a part of its historical heritage and tradition. It must offer 'intelligent' innovation that is not an end to itself, cutting edge technology that is always at the service of the driver and passengers, cars that stand out for their painstaking attention to detail and finish.
In a word, it must embody luxury and exclusiveness with styling and taste that are 'pure Italian', offering products of excellence for the comfort and quality of the interior furnishings.
The product. The values of the brand are the strength of the product. Lancia has already begun its progress towards the new world of luxury with the Lybra, and will make its definitive entry with the Thesis, a model destined to offer customers not only the enjoyment of driving but also that of being a passenger in an exclusive car.
What is more, the Thesis will also become the benchmark for all future Lancia models, according to a top-down policy that is perfectly consistent with the characteristics of an elite brand. This means maintaining a 'family feeling' with the new flagship on its future cars, and transferring the innovative, exclusive features from the Thesis to them, with a cascade effect.
The first of these models, expected in early 2002, will be a new people-carrier that will lead its class for comfort, finish and equipment. And the year after, the renewal of the whole range will begin, a process that is destined to take four years.
Marketing. Even on this front, the objective is to continue to build an image that is consistent with the brand's DNA and the profile of the customers it addresses. Lancia must be perceived increasingly as a strong, exclusive brand, the elite brand par excellence, the real touch of Italian class.
To achieve this, it will follow the road already taken by Italian businesses in other sectors which have succeeded in raising the profile of their brands, making them a worldwide byword for luxury, known for its ability to combine technological innovation, artisan traditions and inimitable design in its products.
The instruments employed include targeted communications and marketing channels, such as the sponsorship of highly visible international activities with which the target can identify immediately. And the display of cars in consistent, appropriate situations such as art exhibitions, cultural events, and box office successes.
Customer satisfaction. The brand, marketing and the product are all good. But not enough. A large part of the relationship with the customer and his satisfaction (on which his future loyalty also depends) is the result of a direct relationship. In other words, during the pre-purchase stage, at delivery and through after-sales services. This is where we have to meet all his requirements and capture him, by being different and more exclusive than the others.
How? For example, with a dedicated reception and the possibility of selling and trying out the whole range in long-term test drives. With transparent sales negotiations and real-time information about the delivery of the car purchased. With a comprehensive after-sales service, which envisages the withdrawal and delivery of the car at the customer's home, the substitution of the vehicle with one of an equal level, a customer call centre, specific CONNECT systems and a complete 'TargaSys' package.
This is the only way that someone who buys a Lancia will consider himself a privileged, satisfied customer, and let himself be won over by really unique, exclusive treatment.
The success of the Alfa 147, and of the 156 saloon and Sportwagon before that are there for everyone to see. For the brand, it was the start of a growth trend which, if it continues for the coming years, could cause current volumes to more than double.
This target is feasible, provided dealers and company are ready for this future and work to prepare it. On its side, Alfa Romeo is a strong, exclusive brand, known the world over, which is identified not only with beautiful, sparkling cars, but also with a particular lifestyle.
Consumers are prepared to recognise an 'added value' over the competition for products that embody a similar legacy. This is underlined by famous names with a great tradition behind them which have gone through a period of transformation and are now emerging to new success. Two will suffice: Gucci and Harley Davidson, which has recently succeeded in establishing a copyright even on the sound of its engines.
Alfa Romeo can also draw on a similar heritage, the fruit of a great tradition and an excellent perception of the brand image by the public.
Where a great tradition means: racing success, models that have always interpreted the best technology can offer with the added extra of inimitable styling. And finally great personalities who have made motoring history.
And image means that, even today, Alfa Romeo is a brand known the world over, and perceived as a synonym for styling, sportiness and emotion.
Because it is strong, well-known and esteemed everywhere, the Alfa Romeo brand can therefore meet the expectations of the young, dynamic components of the elite clientele, who have a demanding professional career and wish to live their free time excitingly and intensely.
Today Alfa Romeo already proposes cars that are able to express the brand values in full. Which are: outstanding performance, high technology, good looks, and sportiness, obviously. We just have to think of the range of petrol and diesel engines which guarantee high power and torque deliveries, models which display the best dynamic behaviour of the competitive field, and the new Alfa 156 and Sportwagon with the GTA logo, which inaugurate a new product line that will see a GTA version of each model in the range.
Numerous other models will follow in the future, equally beautiful and exciting. The strength of the brand and its products will be sustained by an aggressive marketing plan that introduces numerous changes. A strategy aimed at creating elite marketing and bringing the brand closer to the customer, right to their homes and into their world.
For example, this means putting Alfa Romeo back on the cinema screen, like the Giulietta in The Graduate. It means taking the Alfa Romeo Museum's splendid collection of vintage cars around the world. It means targeted sponsorship programmes which bring the public to elite events, and finally using advertising in a way that is more consistent with the life style of the Alfa Romeo target, which should make it possible to contact an audience that is three times today's size.
И вобще, почему зубила с дельтапланом на багажнике, брызговиками sparco, и синими лампочками-это круто, а AR - отстой? КОГДА у людей появится тяга к прекрасному???
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