Discussion in 'Fiat India News' started by Ravi, Apr 10, 2013.
AFAIK, the 2012 cars (Punto or Linea) didn't have the tweeters.
Thanks for the info.
Good coverage and good to see FIAT is putting up all the bricks in right order to make path ahead.
Just one problem, there old habbit of leaving behind the existing customers/existing fans will hurt them big time. It was the the current lot of customers who put in there hard earn money in there testing mule when every one else was moving towards much reliable cars, these set of existing customers had made endless trip to service stations to get things right and more so ever these are the passionate group, they love there car to core of heart, even a small issue will not be bared and will make voice out of it. Leaving behind this customers with no additional cushion of support and trying to get new customers with extra benefits will only mean the same, that FIAT values money over customers satisfaction, they very well know they need to improve there customer service and satisfaction chart, and this brand sells more due to word of mouth then its advertisment on air, so if mouth are not happy, words wont be 100% sweet, leaving aside FAN's
Few things that they should have came along with there series of changes
1. Provide good exchange rates for the existing FIAT fans, people might have thought of moving ahead with change and might want next / New fiat cars but the poor resale value dumps all the plans. I know atleast 5 FIAT Linea owners form 2009 batch to who wanted to switch on to Tjet, but they where offered peanuts resale/exchange which means they kept the current car and now plans to move on to some next segment with some other competitor as they feel FIAT has not lived up to the level of product quality and services required in segment and above.
2. Provide free RSA support to existing buyers for 5yrs, this is more of confidence building support which will ensure that in event of unforeseen failure there is a support system readily available, i think less than 1% of buyers fall in this to get support so its not a big cost to company, but it ensures big confidence to customers.
3. Mailing to customers once in a year with its latest service charges list and maintenance tips and guidance will ensure that customers not only take good care of there car's but also are not fleeced by service centers. Speak to customers, share happiness and growth story with them personally, not every customer comes online or visits TFI. Seriously they need some good team working on Customer Relationships, this is for there long term benefits, in short term it might not do much, but in long term, yes it would build the confidence. Something of similar nature was done with TJET onwners in past if i remember correctly, a wine bottle was shipped and the recipients where more than happy to speak about it as not all other companies reach customers that way, its just small part of cost of car but makes big in roads in being in touch customer.
4. Getting rid of there long delayed supply of spares is must, i think something like 30 mins of free pizza kind of scheme. If you dont get parts in X days, than its free. I am sure all the asses will move fast to ensure the part reaches customer. This will ensure existing customer gets timely solutions.
5. Set up free checkup camps with Customer issue redressal meets in presence of FIAT Executives. Advertise same in the local media for week and no harm in making a telephonic call and letting them know about the same.
Having penned down about what needs to be done for existing customer, i must also say following
1. Getting painted blue with under water, going white with sky or turning purple /magenta/yellow will not help, get things on ground. Get new products or get new life line.
2. Dont confuse customers/buyers with change in variant names Dyanmic becomes Active, Emotion becomes Dynamic, Emotion pack becomes Emotion, Tjet gets in tJet gets out, 90HP, 90Hp Sports, xxx, yyy, zzz ...Hero Honda has done this for over 10yrs with splendor and now the indians are over it and dont want to get into same confusions. Be clear and precise in communicating with end users.
3. Why punto/linea and why not any other car in same segment...whats the driving "emotional" quoitent...Other than the first advertisment of Linea boy drooling the car, nothing has punched in the emotions ...especially teaching thief with car functions ..yuck.. buyers are both rational and emotional, get the right emotions like what Royal Enfield did and does ..What Innova did or what Pulsar did..
4. Speak to commons in common language, setting up good Caffe's indeed make it look posh ..but the common public need to know what's Caffe's, why Caffe's and how will it benefit them...speak to prospective customers in local media in simple language.
Gopi, Fiat has never said that it is refreshed Punto/Linea. It is just us still calling it as a refreshed models.
I can recollect when FIAT had announced that facelifts or refreshed version will be launched. We people over the internet kept calling it that way and now this turns out as disappointment.
True. Don't know if the refresh version are yet to come (sometime towards end of the year or during festival season?).
Launching a refresh version at the end of the year and launching Linea Classic in few months won't be a good idea, i think this is the refresh version imho.
Again, you are mistaking it. Linea Classic will be out only when the new Linea is launched (definitely not in few months time).
What is that is refreshed now? Fiat did not do any launch event. Fiat did not send anything in this regard as a news. Still, we people are calling it as refreshed versions.
I expected a refreshed version launch this month.
Saw the above details in Fiat India Future Plans Fiat Product Portfolio. So thought this is the only time for a refreshed version. May be they've dropped the refresh plan
The simple logic behind this thought is their own schedule in which they have mentioned about the refreshed version in the beginning of 2013 and Linea Classic towards end of this year.
Is FIAT thinking that we are smart enough to identify ourselves?
Separate names with a comma.