Hyundai 2014 Annual Report Download - page 34

Global Marketing
Sponsoring international football events
Hyundai Motor began its association with FIFA and
UEFA in 1999 and has supported all FIFA competitions
including the 2002, 2006 and 2010 World Cups in
Korea-Japan, Germany and South Africa respectively.
Hyundai Motor also supported Euro 2000, 2004, 2008,
2012 and 2013 FIFA Confederations Cup. In 2014,
Hyundai Motor was the only Official Partner of the
2014 FIFA World Cup Brazil™. Last year, Hyundai
Motor has turned the 2014 FIFA World Cup into one
of the most ‘social’ tournaments ever. A series of
marketing activities including World Cup test drives
and the Hyundai Motor Fan Park have been staged
in major European cities. Furthermore, official
transportation vehicles and emergency repair service
was will be provided throughout the tournament.
Reaching out to customers through sports sponsorship
Hyundai Motor’s sports sponsorship has in recent
years expanded into golf and cricket. For example,
as part of an effort to diversify the sponsorship,
Hyundai Motor has been the title sponsor of the
PGA opening tournament since 2011, the Hyundai
Motor Tournament of Champions. High-end and
green cars were displayed at tournament sites as
a part of the marketing effort. Hyundai Motor’s
International Cricket Council (ICC) sponsorship began
in 2011 when it first participated as the Official Car
Partner of the ICC Cricket World Cup 2011.
Hyundai Motor supported a number of major events
including the T20 in 2012 and 2014, the Champions
’
trophy in 2013 and the ICC Cricket World Cup 2015.
Cricket is a popular sport, enjoyed by more than
2 billion people worldwide. Hyundai Motor has been
sponsoring major cricket events through activities
such as the provision of official transportation and
the Hyundai Fan Park event.
Motor Shows : introducing new models to customers
Hyundai Motor is actively participating in both
international motor shows in US, Europe and China as
well as smaller ones held in emerging markets. In 2014,
Hyundai Motor made a major splash with the debut
of the second generation Genesis. The HED-9 Intrado
next-generation FCEV concept and SUV ix25 concept
received strong media attention at the 2014 Geneva
Motor Show and Beijing Motor Show, respectively.
In 2015, Hyundai Motor unveiled the Sonata Plug-in
Hybrid, the first Korean PHEV and crossover truck
concept, HCD-15 Santa Cruz. The All-new Tucson (ix35)
was unveiled at the 2015 Geneva Motor Show. Hyundai
Motor will continue to present new technologies and
vehicle models at motor shows to provide customers
with an opportunity to experience the company’s
technological excellence and to increase brand value.
FROM FIFA WORLD CUP TO
GLOBAL MOTOR SHOW :
HYUNDAI MOTOR IS AT
THE EPICENTER OF VENUES
VALUES OF HYUNDAI MOTOR 66 / 67
Creating a customer-centered smart service
As part of our ongoing efforts to create customer-friendly
services and to increase the credibility and efficiency
of our maintenance services, Hyundai Motor began to
automate its service centers across the world in 2014.
From the moment a customer makes a reservation for the
workshop to arrival, processing, and post management
of the vehicle, all steps of the procedure is managed
electronically to facilitate communication and provide a
customer-oriented service.
Hyundai Motor has developed a new customer service system,
based on advanced IT technologies, which makes more
services available anywhere, anytime. For example, Hyundai
Motor released a new mobile platform-based diagnostics
system in 2014, which allows a vehicle
’ s condition to be
assessed in a much less time than previously required.
Because the new system is PC-based, diagnostics can also
take place away from service stations, further enhancing
customer convenience.
Hyundai Motor launched its remote
diagnostic service to provide high quality services
worldwide. The remote diagnostic service reinforced the
management of its Global Service Support Center (GSSC)
and implemented high-tech, remote diagnostic technology
to resolve difficult repair problems in real-time so that it
can guarantee complete vehicle maintenance services to
customers worldwide.
Bringing customer service closer to people
Hyundai Motor provides world-class services through its
global service network to customers across the world.
Hyundai Motor is dedicated to improving customer service,
for example by launching the automotive industry’s
first ‘Before Service’ (free vehicle inspections before
breakdowns) to more than four million people worldwide,
and expanding the ‘Home-to-Home Service’ to facilitate
maintenance by offering convenient vehicle pick-up
and delivery services for customers. Hyundai Motor has
maintained the highest level of customer satisfaction in
Korea for 11 consecutive years. It pays attention to services
that enhance customer satisfaction, such as standardizing
Hyundai Customer Care Center’s (HCCC) innovative processes
to responding quickly to customer’s requests and providing
free car washes to customers that visit showrooms and
service centers.
Customers are at the heart of all business activities
and management decisions that are made at
Hyundai Motor. Hyundai Motor simply cannot
exist without its customers and their satisfaction
determine our brand value. This is why Hyundai
Motor is striving to provide the best possible
customer service under the slogan of ‘the best
customer service is given even before the customer
knows they need it’.
Customer
Highest customer satisfaction in
Brazil
Ranked first in 2014 Vehicle Ownership
Satisfaction Survey (VOSS)
Highest customer satisfaction in
China
Beijing Hyundai
Highest score in 2014 Sales Satisfaction Index (SSI)
Highest customer satisfaction in
South Korea
Korea Service Quality Index (KSQI)
Best call center service for 11 consecutive years
Ranked first in all industries
GREAT CUSTOMER
SERVICE :
THE FOUNDATION OF
HYUNDAI MOTOR’S
COMPETITIVENESS
HYUNDAI MOTOR COMPANY Annual Report 2014