It is essential to have good communication with local distributors in order to provide cars which meet market needs and customers' expectations. To that end, we work to establish various opportunities to exchange information with local distributors around the world. Furthermore, we support our distributors to share best practices with one another.
Striving for Increased Customer Satisfaction Worldwide
- Major Overseas Sales Networks
(As of March 31, 2008)
| Markets | Distributors | Outlets | |
|---|---|---|---|
| N. America | 4 | 4 | 857 |
| Europe | 40 | 29 | 2,546 |
| China | 1 | 2 | 175 |
| Asia* | 11 | 10 | 208 |
| Oceania | 12 | 8 | 214 |
| Central & South America | 34 | 36 | 228 |
| Middle East | 11 | 11 | 223 |
| Africa | 19 | 19 | 225 |
| Total | 132 | 119 | 7,434 |
* Excludes China.
Twice a year, Mazda hosts a global meeting with representatives and executives from our primary distributors in North America, Europe, Australia and other countries to exchange opinions on products, marketing initiatives, brand strategy and various other topics. These opportunities for global communication help us to understand the needs of our customers in each country and develop products that can satisfy our customers.
Also, in some cases, we promote the sharing of best practices with different regions for better understanding of each countries' initiatives and further improvement of customer satisfaction.
Distributor Meeting (Middle East, Africa)
Brand Summit
Awards for Distributors
Mazda gives yearly awards on distributors based upon the following criteria for achievements in excellence.
- Awards to distributors who have achieved striking success in expanding sales of Mazda cars, based on growth rate.
- Awards to distributors for comprehensive excellence in areas such as growth rate in the sales and parts business, response rate to quality concerns, etc.
- Awards to distributors who achieve first place in a given region's sales and service customer satisfaction surveys.
Providing the Opportunity for Other Distributors to Study Success Stories
Mazda BEST PRACTICE, CRM News
By providing opportunities to learn from best practices in other regions, Mazda supports its distributors in markets around the world in their efforts to improve customer satisfaction. For example, the Overseas Sales Division at Mazda's headquarters, in charge of sales and marketing in Asia, Africa, the Middle East, the Caribbean and Central and South America, has recently undertaken measures to strengthen customer relationship management in each of these regions.
Mazda provides opportunities to share best practices through holding seminars or issuing newsletters to support distributors in each country. These support initiatives improve motivation in local distributors and strengthen their business operation. In 2007, we issued two newsletters called "Mazda Best Practices" and "CRM News" to local distributors.
