1. Integrated Value Proposition The Force For Strategic Advantage September, 2009

2. Vodafone Commercial

3. Forces Of Loyalty Car Manufacturers Car Distributors / Dealerships Networks Local Brand Local Loyalty Brand Loyalty “ Every object in a state of rest or uniform motion Tends to remain in that state of motion…” Newton's First Law:

4. Unless an External Force Is Applied To It ) Newton's First Law) F = Integrated Value Proposition = 5 X R F = Integrated Value Proposition Who wants to survive needs to create an External New Force – the 5 Rs Force

6. R ight Offer – Change perception The Old Paradigm Focus on - New Car Sales KPI – Number Of Vehicles

7. R ight Offer – Change Perception The New Paradigm Integrated Value Proposition – Customer Focus KPI – Customer Value Security Package Vehicle Online Information P2P Services Concierge Services Road Side Assistant Services Towing Services Maintenance Agreements Leasing Insurance Accessories Distress Button

8. R ight Offer - Design Product & Services that increase Long-Term Customer Commitment Social Network Anchoring Product & Services Moment of Truth Management Customer Conquer the customer’s social network Design Product & Services that make strong obligation Be Prepared to your customer needs & expectation For Example: Financial products, Insurance policy, Service and Maintenance agreements, Customer Clubs, Etc For Example: Promotional events, Referral vouchers, Rewards that reach your customer’s family and friends, Etc For Example: Periodic maintenance, Accident, Birthday, Yearly inspection, Trade In

9. R ight Person - Align with Our Customer Needs & Expectation Customer segment / Value Value To The Customer (VTC) Needs & Expectation (N&E) Value From The Customer (VFC)

11. R ight Channel - Create Accessible Communication Channel Integrative Channels Self Use Channel Contact Center Frontal The Cost Pyramid Cost $ Service / Sale Center Road Side Assistant 24/7 CC IVR / Internet

12. R ight Channel – Optimize the Benefits from Each Channel Back Office Front Office Contact Center Road Side Assistant Network Mng. customer Service Center Car Service Car Sales Customer Service, Information, Appointment Scheduling, Tech Based Services, Etc. Proactive Calls, Retention, Etc Service Appointment, Accident, Etc Second Line Support Sale Center

13. R ight Approach – Create Customer Experience Customer segment / Value Product Leadership Customer Intimacy Operational Excellence personal Segment Chanel Multi - Chanel customer

15. Thank You