Canadian Automotive Dealers Capture Increasing Share of Service Business, Says J.D. Power
Much like their U.S. counterparts, Canadian automotive dealerships are becoming more successful at retaining service customers once the basic warranty period expires, according to the J.D. Power and Associates 2004 Canadian Customer Commitment Study released this week. The study, which measures the service satisfaction and loyalty of owners of two- to 12-year-old vehicles, finds that dealerships now account for almost one-half (48 percent) of the service visits on four- to seven-year-old vehicles — up from 41 percent in 1999.
Montana Products Names New Marketing Communications Manager
Montana Products, a leading manufacturer of coatings for the automotive, fleet, equipment and OEM markets, has named Tammy Anderson as its new marketing communications manager. The appointment is part of the company’s plan grow its business through industry expertise and service. In her new role, Anderson will plan, coordinate and oversee the marketing communications activities to promote and increase Montana’s products and services.
K-Line Industries Names Aftermarket Sales and Business Development Manager
Holland, Mich.-based K-Line Industries, a manufacturer of specialty tooling and supplies for engine remanufacturers, has named Tom DeBlasis as its new aftermarket sales and business development manager. In addition, the company has restructured its export division and announced a number of new appointments.
OnStation Selected for Two New Aftermarket Partnerships
OnStation Corp., a leading provider of online customer retention and satisfaction solutions for the automotive services industry, has been selected to partner with two major aftermarket associations. The Aftermarket Auto Parts Alliance (Alliance) has entered into a new agreement that recommends OnStation ShopConnect as the preferred online customer relationship management (CRM) solution for the Alliance’s certified service centers. The Automotive Service Association (ASA) has also announced an agreement with OnStation Corp. providing special discounts for members who use the Internet-based OnStation ShopConnect service.
Using The Internet As A Tool To Promote Your Shop
For many people the Internet has become the primary medium for finding information, addresses, products and services — including auto repair. If your business does not yet have its own Web site, you’re missing a great opportunity to tell people who you are and what you can do for them.
Torvec Appoints New Management Team
Torvec Inc., a Western New York-based automotive technology firm, has appointed new executives to the positions of CEO, CFO and chairman of the board. Richard Ottalagana, co-founder of PaeTec Communications, a national communications company where he served as executive vice president, has been named CEO of Torvec. Ottalagana replaces former Eastman Kodak Co. executive Eric Steenburgh who has served as CEO and chairman since 2002.
Goodyear Names Kramer CFO, Tieken to Retire
Richard Kramer, senior vice president, strategic planning and restructuring for Goodyear Tire & Rubber, has been named executive vice president and CFO, effective June 1. Kramer replaces Robert Tieken, who has been Goodyear’s CFO since May 1994. Tieken will retire on May 31.
“DST Asks: Do You Get Everything You Need from Your Current Computer System?
We’re going to go out on limb and make the assumption that the goal of your business is to make a profit by acquiring customers, selling and servicing them, and retaining them for generating future revenue. If this is not the goal of your business, there’s no need to read further in this week’s column – although if that’s the case, we would love to hear what actually is the goal of your business.
Yokohama Announces Changes in Corporate Governance, Fiscal Results
On May 13 at its board of directors meeting, The Yokohama Rubber Co. announced changes in directorships and the introduction of the position of “corporate officer.” The changes will become effective upon approval at a shareholders meeting scheduled for June 29. Hisao Suzuki, vice president, representative director, will retire from the board of directors, and Yasuo Tominaga will assume the responsibilities of chairman and representative director. Tadanobu Nagumo will become president and representative director.
Tenneco Automotive Re-Elects Board Members
Stockholders at Tenneco Automotive reelected board directors Charles Cramb, Timothy Donovan, M. Kathryn Eickhoff, Mark Frissora, Frank Macher, Roger Porter, David Price, Jr., Dennis Severance, and Paul Stecko during the company’s annual meeting held Wednesday.