AM Online

Macklin Motors video secures global Hyundai customer experience award

Award winners: Macklin Motors Edinburgh service advisor Jack Massie with general manager Mark Littlejohn and aftersales manager Paul Hattie

A customer video created by the aftersales team at Vertu Motors’ Macklin Motors Edinburgh East Hyundai has secured a global customer service award from the Korean car maker.

The dealership, on Seafield Road East, Edinburgh, was the only retail site in the UK to claim and award in the annual Hyundai CX competition, and the win came courtesy of a video starring senior sales adviser Jack Massie.

Macklin's award comes as the AM Awards 2022 calls for entries, with Online Consumer Experience of the Year and Best in Customer Service among the categories. Click here to find out more.Enter now: AM Awards 2022

Hyundai attracted video submissions from 1,800 franchisees across the world – demonstrating the very best examples of CX in sales and aftersales – but the team in Edinburgh were just one of four to gain an award for ‘Participation & Video Quality’.

Hyundai said its submission was recognised as a great demonstration of the ‘Welcome and Show Empathy’ criteria in the competition, in addition to being positive and well produced.

'Great short video'

Mark Littlejohn, general manager at Macklin Motors Edinburgh East Hyundai, said: “I’m really proud of the whole team. Every colleague has contributed to making the dealership a success and it’s great that our short video made an impact with the judges at Hyundai.”

Paul Walton, Hyundai franchise director at Macklin Motors, said: “This is brilliant for our Edinburgh East dealership. We strive for excellence in every part of the customer experience, so to be recognised by Hyundai is fantastic.

“The video, starring senior sales adviser Jack Massie, demonstrated the care we take to listen to customers to ensure we meet their needs thoroughly. Well done to everyone involved.”

Macklin Motors’ presence in Edinburgh recently received a boost with the opening of a dealership development which brought together MG, Kia and Peugeot sales and servicing at a new £5m, multi-brand showroom.

While Vertu grows its presence North of the border, its Hyundai awards win also reflects a growth in the importance of video in car retail.

Growing importance of video

CitNOW this week reported that more than 12.1 million were created using its technology during 2021, representing growth of 120% over the past five years.

In 2021, CitNOW saw the number of video views increase by 25% year-on-year, amounting to 30.5 million views, it said.

Carol Fairchild, chief customer officer at CitNOW, said: “In a survey conducted for our latest report assessing the ultimate digital customer journey, we found that 84% of car buyers said video was a valuable part of their car buying experience and 70% of car buyers valued the transparency that video provides in the workshop.

“The rate of digital transformation in the automotive industry has accelerated in recent months, and the use of video to bridge the online to offline customer experience is most definitely growing.”

 

AM Awards 2022 - Get Your Entry In Now

Whether it's Best EV Dealership, Independent Workshop of the Year, Best Dealer Group up to 10 sites) or Leader in Diversity and Inclusion, there is an AM Awards category that your automotive business fits in.

The entry process has now launched and car dealerships, workshops, automotive suppliers and OEMs have until mid-February to complete their entry submissions that will be pored over by our panel of judges.

There are almost two dozen categories which you can enter ahead of the gala dinner in London. Find out more about entering the AM Awards

 

Enter now

AM Awards 2021: pictures from the night

Click a thumbnail to view all the images in the gallery.

Click here for aftersales best practice and procurement insight

If you are not a registered user your comment will go to AM for approval before publishing. To avoid this requirement please register or login.

Login to comment

Comments

No comments have been made yet.