Just thought I'd start a thread with general VW info as I tend to come across what I think is interesting stuff but don't want to start an assortment of different threads. VW wants twice as many owners to stick with brand
Laura Clark Geist | | Automotive News / October 2, 2006 - 1:00 am
DETROIT -- Volkswagen wants to double the percentage of its owners who stay with the brand for their next vehicle purchase.
The Volkswagen brand's 29.3 percent loyalty rate for 2005 was well below the 49.6 percent rate for all automotive brands, according to J.D. Power and Associates.
Kerri Martin, VW's director of brand innovation, said she is determined to elevate VW's loyalty rate to 60 percent. She didn't offer a time frame but said she plans to rely largely on customer marketing events and an improved Web site.
"For a brand that has an enthusiast base that is as loving of the brand as they are, our loyalty is not where it should be," Martin told Automotive News. "We can't afford to conquest nearly 71 percent of our annual volume anymore. Current customers are a brand's best currency."
In 2001, the VW brand had its best U.S. sales year since 1973, with 355,648 retail vehicle sales. A year later, the brand recorded a 41.6 percent loyalty rate, says Neal Oddes, director of product research at J.D. Power and Associates.
After that, though, VW sales went into a tailspin. Quality problems compounded the company's failure to refresh its lineup and match competitors' incentives.
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Ones that got away
A survey of more than 100,000 former U.S. Volkswagen owners who switched brands last year found that these were the new vehicles they bought most often.
1. Toyota Corolla
2. Toyota Prius
3. Subaru Forester
4. Toyota Highlander
5. Nissan Altima
6. Honda Element
7. Honda Odyssey
8. Toyota Sienna
9. Scion xB
10. Honda Pilot
Source J.D. Power and Associates
Note many of the VWs were traded in on vehicles roomier than any of VW's current North American offerings. If VW sold the Touran, or maybe even the Golf Plus, I bet they could retain a whole lot more buyers. Still maintain it'd do much better than the upcoming badge engineered DCX VW maxi-minivan too, as it's an alternative vehicle much like the Forester/Prius/Element/xB on the list. I can't for the life of me understand why they won't try it.--------------------------------------------------------------------------------
Sales rise after slump
Last year, Volkswagen sold 224,195 cars and trucks in the United States, a 37.0 percent decline from 2001. From January through August of this year, VW recorded U.S. sales of 162,092 vehicles, a 14.7 percent increase over the year-ago period.
Martin conceded that VW's failed effort to penetrate the luxury market with the Phaeton sedan also confused some buyers.
"The key is, how do you take those difficult experiences and turn them into positives?" Martin said. "That's what we're on a mission to fix."
To keep more VW buyers in the fold, the company is holding customer events across the country.
An event called Water Fest drew 20,000 owners of VW vehicles and classic cars to Englishtown, N.J., last July. Enthusiasts played hubcap Frisbee, raced slot cars, saw new vehicles on display and learned German from recordings piped into restrooms. "Helga" - the blond, leather-clad German actress who appears in GTI TV commercials - greeted fans and posed for pictures.
Martin has created the post of director of experiential marketing to maintain a consistent brand message across what she calls VW's "consumer touch points." Filling that role is former VW Marketing Director Karen Marderosian.
Virtual garage
VW also is revamping its consumer Web site,
www.vw.com, to make it more interactive, Martin said. VW owners are second only to Mini customers in using the Internet to research vehicle purchases, she added.
Among the features Martin plans for the site is an upgraded Volkswagen Garage, where buyers can configure a new VW with options.
Gordon Wangers, an auto analyst in Oceanside, Calif., says Martin's goal of doubling customer loyalty is "admirable but possibly unrealistic." He notes that VW aims its edgy advertising and marketing strategies at younger buyers, who tend to show less brand loyalty than older customers.
"That buyer is going after the 'What's the cool?' 'What's the hip?' 'What's the now?' " Wangers says. "Usually tomorrow, that's something else."
But Martin said she wants to regain the loyalty of customers who bought New Beetles, Passats and Jettas in large numbers in the late 1990s. Those cars helped make Volkswagen one of the hottest auto brands - with one of the youngest customer bases - in the industry.
"Clearly, with loyalty at 29 percent, they've gone somewhere," Martin said. "We need to find a balance of whom we can engage in another conversation with and bring them back to the brand, and where are we going to have to conquest from."
Price concerns
Larry Holbert, a VW dealer in Warrington, Pa., says many former VW owners have migrated to Korean brands.
"They are going to Kias and Hyundais because of the prices," Holbert says. "Some people who are getting out of Volkswagens can't afford to buy a new one because of the price jump in the last 10 years."
J.D. Power's Oddes says the 10 vehicle models that VW owners are most likely to defect to are all Japanese. Some, he says, are in segments in which VW doesn't have a model, such as minivans.
In the absence of a full product lineup, Martin is emphasizing marketing - and fun. Owners of new GTIs, for example, get a doll-sized version of VW's "Fast" advertising character. The doll has become so popular that it commands prices of $1,000 or more on eBay.
Volkswagen is selling a smaller version of the doll, called Fast Jr., for $35 at owner events and on its Web site. A Fast key chain sells online for $15.
Martin said the next step in the loyalty campaign is applying to all VW models what the company has learned from its experiential marketing of the GTI and Jetta. In the longer term, Martin said, she seeks a low-priced SUV and a microbus.
"When (buyers) come back in the market," Martin says, "we want Volks- wagen to be number one on their shopping list."
I thought VW's spot at the Detroit show was priceless. Too bad they're giving it up.VW decides to go low-key
Edward Lapham | | Automotive News / October 3, 2006 - 11:35 am
One of the more intriguing aspects of the Paris auto show was that neither Volkswagen nor Audi held formal press conferences, despite having some swell hardware on their stands.
Audi showed the R8 supercar, a midengined V-8 two-seater that looks every part a Ferrari-beater, and VW showed the Iroc concept that's expected to be the new Scirocco.
Instead of big to-dos on their stands, Audi and VW earlier unveiled the cars to smaller groups of reporters off-site then parked the cars at the show for everybody else to see.
For the Volkswagen brand, at least, it's part of a new communications strategy to avoid getting lost in the hoopla generated by larger automakers and the big international shows.
At the Los Angeles show in November, VW likely will do an off-site intro for an SUV concept and a couple of special-edition models.
But in January, at the North American International Auto Show in Detroit, VW doesn't plan to do much at all. VW even has given up its unique corner position that amounted to a two-level stand because it included floor space on the main floor and in the lower-level Michigan Hall, which was connected by an escalator
The buzz in Paris was that the new, low-key approach comes from VW brand honcho Wolfgang Bernhard, who once rode a V-10-powered Dodge motorcycle onto the Chrysler group's stand in Detroit.
It's not that he has lost his moxie. According to someone who was there, Bernhard introduced the Iroc by racing it around a makeshift wooden track set up in an airplane hangar in Berlin -- and he did it in the dark.
He just has a different plan.
So who gets the two-level stand? Nobody this year, says Rod Alberts, of the Detroit Auto Dealers Association, which sponsors the show.
But the floor space on the lower level won't go begging because Chinese automakers want it.