Hero GoodLife Diaries: FY 18-19

GoodLife Diaries Saarthi in your Journey...

For internal communication only

Inaugural Annual Report

2018-19

GoodLife Diaries

From The Desk...

“We Must strive to create a Rishta Dil Ka” with our customers, so that we are in their hearts, not just in their minds.”

“Do not lower your goals to the present level of your abilities; raise your abilities to the height of your goals!”

Dr. Brijmohan Lall, Chairman Emeritus

Dr. Pawan Munjal, Chairman, MD & CEO

Business thrives when one connects with Customers on an Emotional Plane.

We at Hero GoodLife aim at building a delighted base of our customers, yielding to & fostering Hero Brand Advocacy in the long run Mr. Sanjay Bhan, Head – Sales & After Sales

Customer Lifecyle Management is all about building your programs around the customers on their terms and when they're ready to engage and not the other way around. This requires building capabilities in the areas of listening to customer intent as well in responding to the same through relevant and engaging content, services and offers, hence making advanced customer analytics and its effective deployment with customer facing teams at the core of everything we do.

Mr. Gurinder Singh, Head – Marketing

The purpose of GoodLife gets met when we as an organization provide a Value proposition that is Win-Win for all stakeholders viz. Economic Value, Relational Value, Functional Value & Psychological Value. GoodLife Diaries is an attempt to showcase the Value additions done in last Financial Year.

Mr. Naveen Chauhan, Head – National Sales

The road to generating business through the ‘Referral route’ brings exciting opportunities for any sales professional. GoodLife is one such Relationship tool awaiting to be fully capitalized.

Mr. A Srinivasu, Head – Customer Experience Division

The core intent of GoodLife Program is to ‘Build, Nourish & Cherish Customer Relationship’ at all levels. Our endeavor through ‘GoodLife Diaries’’ is an attempt to share successful GoodLife experiences around Dealers, Zonal office, Area office, working towards our strategic intent.

Dr. Sujita Khemka, Head – CRM

01

GoodLife Diaries

GoodLife Dream, Mission & Benefits

Dream

“To become a differentiated and aspirational Relationship Program for Hero Customers”

Accumulate Points to avail Free Gift & Service/Sales Voucher

Attain Joining Bonus Points

Chance to Win a Hero Two-Wheeler

Gain Benefit of Rs 1,00,000/- Personal Accidental Death Insurance

Earn Attractive Points on Service, Parts & Accessories Spend

Referral Points & Gift in Successful Referral Sales

n o i s Mis

Service at Hero & Earn Attractive Bonus Points

GoodLife Benefits

Your Continuity Loyalty will Earn you Bonus Points (After Each 5 Continued Service)

Double your benefits (Points) during Birthday Week

Contribute to Environment, Earn Green Reward PUC Bonus Points

“To deliver Value through meaningful relationships and engagement with our Customers to build a strong brand affiliation for Hero”

02

GoodLife Diaries

GoodLife Trends Actual FY 18-19

Target FY 19-20

29%

35%

5%

8%

7%

15%

23%

40%

Enrollment Referral Renewal Redemption

GoodLife vs Non GoodLife Reporting FY 18-19 (All India Nos) 80%

70%

70%

GL Vs Non GL 66%

65%

61%

Conversion (in %)

60% 50% 40% 30%

30%

20%

34%

35%

47%

44%

24-36

>36

39%

10% 0%

0-3

3-6

6-12

12-24

GL

Average Revenue Per Reporting

03

56%

53%

Non-GL

GL

Non-GL

1,259

1,061

GoodLife Diaries Correlation between Renewal & Redemption Udaipur City Dealers were analysed for correlation between Renewal & Redemption. A Strong correlation showed High Redemption Dealers yielding Higher Renewal Conversions.

Udaipur 40% 35% 31%

30% 25% 20%

24%

23% 20%

15% 10% 5% 0%

5%

7%

DEALER A

DEALER B

DEALER C

Renewal Conversion %Age Q1 FY 18-19

Redemption %Age Q1 FY 17-18

Service Voucher: Issued vs Consumed FY 18-19 Zone

Voucher Issued

Voucher Consumed

% Consumed

North

182661

149407

82%

East

459873

391546

85%

West

40267

29795

74%

South

214334

173743

81%

Central

117388

94159

80%

Grand Total

1014523

838650

83%

Note: This also includes the vouchers issued and yet not lapsed.

Physical Gift vs Voucher Redemption FY 18-19 Gift v/s Voucher Redemption 70%

66%

Conversion (in %)

60% 50% 40% 30%

51%

51%

49%

49%

34%

20% 10% 0%

2016-17

Physical Gift Redeemed

2017-18

2018-19

Voucher Redeemed

04

GoodLife Diaries GoodLife Performance FY 18-19 at a glance...

05

% Enrollment Conversion

% Referral Conversion

% Renewal

% Redemption

Lucknow

46%

5%

8%

14%

Dehradun

32%

5%

5%

13%

Chandigarh

10%

3%

7%

33%

Varanasi

17%

2%

5%

13%

Haryana

17%

3%

4%

15%

Delhi

8%

2%

8%

29%

North Zone

27%

4%

6%

16%

Kolkata

66%

14%

8%

35%

Bhubaneswar

25%

4%

8%

24%

Guwahati

25%

4%

5%

23%

Patna

24%

6%

8%

21%

Ranchi

21%

6%

12%

29%

East Zone

33%

7%

8%

28%

Pune

27%

5%

4%

25%

Nagpur

25%

6%

5%

25%

Vadodara

21%

5%

5%

21%

West Zone

24%

5%

5%

23%

Hyderabad

46%

6%

6%

22%

Chennai

42%

5%

11%

31%

Vijayawada

38%

7%

10%

22%

Bangalore

17%

4%

7%

35%

Kochi

13%

2%

6%

20%

South Zone

35%

5%

8%

26%

Raipur

36%

3%

4%

16%

Bhopal

23%

5%

8%

22%

Jaipur

21%

5%

6%

24%

Central Zone

24%

5%

6%

22%

All INDIA

29%

5%

7%

23%

GoodLife Diaries Top 5 AO’s in Enrollment Rank

Top 5 AO’s in Redemption % Enrollment Conversion

Rank

Area Office

% Redemption

1

Kolkata

66%

1

Kolkata

35%

2

Lucknow

46%

2

Bangalore

34%

3

Hyderabad

46%

3

Chandigarh

32%

4

Chennai

42%

4

Chennai

31%

5

Vijayawada

38%

5

Hubli

30%

Top 5 AO’s in Referral % Referral Conversion

Rank 1

Kolkata

14%

2

Vijayawada

7%

3

Nagpur

6%

4

Patna

6%

5

Hyderabad

6%

Top 5 AO’s in Renewal Conversion Rank

% Renewal

1

Ranchi

12%

2

Chennai

11%

3

Vijayawada

10%

4

Patna

8%

5

Delhi

8%

Top 5 AO’s in Renewal Achievement Rank

% Achievement

1

Lucknow

131%

2

Bhubaneshwar

106%

3

Raipur

101%

4

Chandigarh

97%

5

Hubli

30%

06

GoodLife Diaries

Zonal Felicitation for Vijeta FY 2017-2018 was organized in August & September 2018 for Dealer’s GoodLife Executives (GLEs) Campaign Period: 1st Oct 2017 – 31st Mar 2018

About •

Vijeta 1.0 was initiated to engage & attract Dealer’s GoodLife Executives (GLEs) and ensure Customer Engagement & Retention besides encouraging Enrollment, Referral, Renewal & Redemption

•

Defined targets were given to Dealers to qualify as per stated criteria

Felicitation •

Top 25 GLE’s (from each zone) were felicitated at Zonal level with Prizes, Memento & Certificate in the presence of Zonal & local Area Office teams

•

Best Practices sharing by Top 3 Exemplary Winners was a learning experience for all other winners

•

Top 3 GLE’s (each Zone) concerned Territory Managers (Sale & Service) were present & shared GLE’s their best practices

Prizes @ Glance Zonal Rank

07

Gift Given

Rank 1 GLE

Certificate, Memento

Trolley Bag

Rank 2 GLE

Certificate, Memento

OTG

Rank 3 GLE

Certificate, Memento

Food Processor

Rank 4 to 25 GLE

Certificate

Mixer Grinder

GoodLife Diaries

VIJETA FELICITATION CENTRAL ZONE - INDORE 24th & 25th August 2018

Taiyab Motors

Area Office

JAIPUR

Jai Motors

Manama Motors

RAIPUR

JAIPUR

Rank

Dealer

Area Office

4

Shubha Motors

Bhopal

5

Chhattisgarh Sales Corporation

Raipur

6

Laxmi Auto Care

Raipur

7

Swift Motors

Jaipur

8

Saraswati Motors

Raipur

9

Satkar Automobiles

Bhopal

10

Sharda Motors

Jaipur

11

Doshi Motors

Jaipur

12

Jaiswal Automobile

Bhopal

13

Gagan Enterprises

Bhopal

14

Sapna Sangeeta Automobiles

Bhopal

15

Mahesh Automobiles

Jaipur

16

Shri Ram Motors

Jaipur

17

Palliwal Motors

Jaipur

18

Himmat Jai Motors

Jaipur

19

Shri Krishna Automobiles

Bhopal

20

Thakkar Automobiles

Bhopal

21

Baba Automobiles

Bhopal

22

Aashish Motors

Bhopal

23

India Auto Centre

Bhopal

24

The Chhattisgarh Auto Cares

Raipur

25

Shanti Automobiles

Raipur

08

GoodLife Diaries

VIJETA FELICITATION EAST ZONE - KOLKATA 27th & 28th August 2018

Golden Motors Pvt. Ltd.

Area Office

09

KOLKATA

Durga Auto Centre

Shree Automobiles

KOLKATA

GUWAHATI

Rank

Dealer

Area Office

4

Millenium Motors

Guwahati

5

Golden Automart

Kolkata

6

Niladri Motors

Guwahati

7

Vinline Engineering Pvt Limited

Kolkata

8

Tarini Motors

Bhubaneshwar

9

Shiva Enterprises

Patna

10

Sur Motors

Kolkata

11

Aditya Motors

Bhubaneshwar

12

Shankar Auto Centre

Kolkata

13

Usha Motors

Patna

14

C M Automobiles

Kolkata

15

Arundhati Motors Private Limited Bhubaneshwar

16

Dutta Automobiles Pvt Ltd

Kolkata

17

Supreme Sales

Bhubaneshwar

18

J M Motors

Patna

19

Aswini Kumar Dan Agency

Kolkata

20

Super Auto

Kolkata

21

Ajit Motors

Bhubaneshwar

22

Arundati Automotive

Bhubaneshwar

23

Parbati Motors Pvt Ltd

Bhubaneshwar

24

J D Motors

Patna

25

Jai Jawan Motors

Bhubaneshwar

GoodLife Diaries

VIJETA FELICITATION NORTH ZONE - AGRA 29th & 30th August 2018

Saraswati Motors

Area Office

VARANASI

Aligarh Auto Centre

Mosaram Auto Sales

DEHRADUN

LUCKNOW

Rank

Dealer

Area Office

4

Farid Automobiles

Chandigarh

5

Sahib Automobiles

Dehradun

6

Srivastava Automobiles

Lucknow

7

Ess Aay Agencies India Pvt Ltd

Delhi

8

Vindhya Auto Sales

Varanasi

9

Virendra Automobiles

Haryana

10

Duggal Automobiles

Chandigarh

11

Shri Narain Auto

Lucknow

12

G B Automobiles

Varanasi

13

J M K Auto Pvt Ltd

Lucknow

14

Jai Automobiles

Lucknow

15

Sumitra Sons

Lucknow

16

U P Automobiles

Dehradun

17

Jai Sai Motors

Dehradun

18

Unique Motors

Chandigarh

19

Concept Automobiles

Lucknow

20

R N Motors

Dehradun

21

Shivani Motors

Varanasi

22

M R Autos

Chandigarh

23

Shree Durga Motors

Dehradun

24

Ratandeep Motors

Lucknow

25

Balaji Automobiles

Chandigarh

10

GoodLife Diaries

VIJETA FELICITATION SOUTH ZONE - HYDERABAD 6th & 7th September 2018

Sai Satyan Motors

Area Office

11

VIJAYAWADA

Yerramsetty Motors

Venkata Ramana Motors

VIJAYAWADA

HYDERABAD

Rank

Dealer

Area Office

4

Sowjanya Motors

Vijayawada

5

Sai Swarna Motors

Vijayawada

6

Sri Gopal Auto Service

Vijayawada

7

Mythri Motors

Bangalore

8

Raman & Raman Motors

Chennai

9

Tribhuvan Motors

Bangalore

10

Shivakamam Motors

Chennai

11

C Thippaiah Motors

Vijayawada

12

Sasya Auto

Vijayawada

13

Jogur Motors

Hubli

14

Radu & Radu Auto Agency

Chennai

15

Lakshmi Motors

Chennai

16

Shree Renuka Motors

Hubli

17

Jayaram Automobiles

Vijayawada

18

Sri Krishna Auto Agency

Chennai

GoodLife Diaries

VIJETA FELICITATION WEST ZONE - GOA 20th & 21st September 2018

Siddhivinayak Automobiles

Area Office

PUNE

Modeshwary Motors

Ghatge Patil Auto

RAJKOT

PUNE

Rank

Dealer

Area Office

4

Deepak Automobiles

Nagpur

5

Aryan Motors

Nagpur

6

Parshwa Auto

Pune

7

Satpuda Automobiles

Nagpur

8

Saideep Automobiles Pvt Ltd

Pune

9

Ilakshi Auto Sales

Pune

10

Auto World

Vadodara

11

Chaudhari Motors

Nagpur

12

Umiya Automobiles

Vadodara

13

Sairaj Automobiles

Nagpur

14

Shreeji Auto Agency

Rajkot

15

Jaydeep Auto

Vadodara

16

Metro Automobiles

Vadodara

17

Khushbu Motors

Nagpur

18

Shradha Automobiles

Vadodara

12

GoodLife Diaries

ACCOLADES Dr. Pawan Munjal, Chairman, MD & CEO Hero MotoCorp awarding National VIJETA Winner Award to Mr. Y Hanumantha Rao, Dealer Principal - Yerramsetty Motors, National Dealer Conference, Budapest.

er of n n i w Top .0 Vijeta.1 is..

Top 25 National Winners of Vijeta 1.0

13

All India Rank

Dealer

Zone

Area ofďŹ ce

1

Yerramsetty Motors

South

Vijayawada

2

Sai Satyan Motors

South

Vijayawada

3

Venkata Ramana Motors

South

Hyderabad

4

Durga Auto Centre

East

Kolkata

5

Jai Motors

Central

Raipur

6

Modeshwary Motors

West

Rajkot

7

Taiyab Motors

Central

Jaipur

8

Golden Motors Pvt Limited

East

Kolkata

9

Manama Motors

Central

Jaipur

10

Shree Automobiles

East

Guwahati

11

Aligarh Auto Centre

North

Dehradun

12

Siddhivinayak Automobiles

West

Pune

13

Millenium Motors

East

Guwahati

14

Shubha Motors

Central

Bhopal

15

Golden Automart

East

Kolkata

16

Sowjanya Motors

South

Vijayawada

17

Sai Swarna Motors

South

Vijayawada

18

Ghatge Patil Auto & Farm Mech.

West

Pune

19

Niladri Motors

East

Guwahati

20

Vinline Engineering Pvt Limited

East

Kolkata

21

Tarini Motors

East

Bhubaneshwar

22

Deepak Automobiles

West

Nagpur

23

Shiva Enterprises

East

Patna

24

Aryan Motors

West

Nagpur

25

Chattisgarh Sales Corporation

Central

Raipur

GoodLife Diaries

Vijeta 2.0 was initiated to engage with key stakeholders to stay connected with Customers & create a platform for Engagement as well as to maximize Enrollments, Referrals, Renewals & Redemptions Campaign Period: 1st Jan 2019 – 31st Mar 2019

Registrations Registrations were done at •

Dealer- GLE +MCC +DSM as a team participation (with GLE as Team Leader)

•

ASC’s- GLE

Top 25 Dealer Qualifiers & Top 10 ASC qualifiers of each zone will be called for a National/Zonal Felicitation & will be awarded with exciting prizes with rewards for Qualified Dealer too.

Zone

Total Dealer/ASC

Dealer/ASC Registered

% Registered

North

695

532

77%

East

425

367

86%

West

398

330

83%

South

510

412

81%

Central

424

343

81%

Total

2452

1984

81%

Customer Engagement Initiatives Summary: Zone

Activities Conducted

Members Attended

North

104

2453

East

117

3297

West

42

2338

South

234

7547

Central

33

4443

Total

530

20078

14

GoodLife Diaries

Vijeta 2.0 Customer Engagement Footprint 530+ Customer Engagement Initiatives planned &

executed in PAN India during Vijeta 2.0 Period (Jan to March’19) Campaign Category

Counts

GL Customer Meet

233

Children Painting Contest

57

Mehndi contest

70

Movie shows

23

Initiatives for GoodLife Members*

147

Grand Total

530

*Under Initiatives for GoodLife Members Awareness Campaigns, GL Rural Campaigns, Blood Donation Camps, Women's Day Celebrations, Ride Safe Activities, Festival Celebrations etc.

Customer Engagement Kaleidoscope

15

GoodLife Diaries

Festive Offer Making festival celebrations memorable Festive Offer Period: 10th Oct’18 - 10th Nov'18

Motorcycle Referral

41271

Scooter Self-Referral

3308 Scooter Referral

8700

Total Referral +Self-Referral

55488 Motorcycle Self-Referral

2209

Campaign Results Zone

Motorcycle Referral

Scooter Referral

Motorcycle Self-Referral

Scooter Self-Referral

Total Referral + Self-Referral

North

9316

1841

447

1679

13283

East

12564

2384

447

338

15733

West

5242

1231

377

177

7027

South

6793

2000

422

471

9686

Central

7356

1244

516

643

9759

Total

41271

8700

2209

3308

55488

16

GoodLife Diaries

Khushiyon Bhara Referral To engage Dealer staff (GLE) and to maximize Referrals Sales during Festive period Campaign Period: 25th Oct – 10th Nov 2018

Methodology Defined Qualifying criteria based Referral targets were given to GLEs for the Promotional Reward Scheme

Eligibility Criteria 100% achievement of either Motorcycle or Scooter Referral Targets or achievement of both targets

Campaign Results Rewards & recognition given to 258 GoodLife Executives through personalized “Thank You” note alongside Cash Rewards.

17

Zone

MC Referral Actual (Nos)

SC Referral Actual (Nos)

Total

North

5789

2456

8245

East

6494

1581

8075

West

2577

649

3226

South

3535

1246

4781

Central

3301

1090

4391

Total

21696

7022

28718

Zone

Total Winners

North

67

East

45

West

28

South

78

Central

40

All India

258

GoodLife Diaries

#MakeaWish Celebrating Womanhood Target Audience GoodLife & Lady Rider Club Members

Methodology GoodLife Members had an opportunity to make a Step 1: “Wish” for women in their family or for themselves, (if its a Lady Rider) Step 2: “Test Ride” of Hero Scooter.

Ways to Participate •

Walk in Customers Registration along with Test Drive at Dealership

•

Online Registration through Website & further test drive at Dealership

Wish Categories •

100 Members will get their “Wish” fulfilled through a Lucky Draw

•

Another 100 members will get Gift voucher worth Rs 1000 through a Lucky Draw

•

Lady Rider Members were eligible to get Ambrane Power Bank in case of Self-Referral & Signoraware Lunch Box in case of Renewal during Campaign Period

•

Successful registered customer got another 250 Bonus Points

•

Customer who have “Wished” will get complimentary Service Voucher

WITH A WISH FULFILMENT OPPORTUNITY

#MakeaWish

8 March – 31st March 2019 th

WIN 100 EXCITING PRIZES

Laptops

iPads

Hero Scooters LED TVs

ADDITIONAL 100 GIFT VOUCHERS OF `1000 AS CONSOLATION PRIZES

Smart Phones

VI

SER

RS

CHE

OU CE V

18

GoodLife Diaries

#MakeaWish (Completed wishes with Scooter Test Ride) Zone

North

East

West

South

Central

19

Walk-in Wishes

Online Wishes

Total

Haryana

7

1

8

Chandigarh

1

0

1

Varanasi

8

1

9

Lucknow

188

0

188

Delhi

8

2

10

Dehradun

25

25

50

North Total

237

29

266

Kolkata

331

7

338

Guwahati

84

2

86

Bhubaneshwar

23

0

23

Patna

24

1

25

Ranchi

28

2

30

East Total

490

12

502

Vadodara

210

2

212

Rajkot

167

4

171

Mumbai

37

1

38

Pune

72

2

74

Nagpur

15

2

17

West Total

501

11

512

Coimbatore

11

0

11

Bangalore

21

5

26

Hubli

7

3

10

Vijayawada

230

27

257

Hyderabad

53

4

57

Chennai

61

0

61

South total

383

39

422

Jaipur

188

10

198

Raipur

40

1

41

Bhopal

110

8

118

Central Total

338

19

357

TOTAL

1949

110

2059

GoodLife Diaries

Happenings in GoodLife @ Mega Service Carnival Goodlife Experience Zone at Mega Service Carnival Carnival Period: 8th March 2019 – 10th March 2019 For the first time, an Integrated GoodLife Customer Experience Zone had been incorporated at Mega Service Camps at 13 Locations Nationally.

Preferential treatment to GoodLife Customers were given at Vehicle Receiving Area, Billing Counter, Separate Ramps for GoodLife Customer & a dedicated Premium Customer Lounge for GoodLife Members.

The GoodLife Lounge was at the hub of activities with Members sharing their GoodLife Experiences; ‘Spinning the Wheel’ for lucky prize, getting ‘Henna’ on their hands, & A GoodLife Branded Coffee Mug was given to all GoodLife Members along with extra Bonus Points during the Carnival period.

The differentiated experience was appreciated by Hero GoodLife Customers at each location.

GoodLife Performance @ MSC: Mega Service Camp – Outdoor Parameter

Jodhpur

Raipur

Ludhiana

Agra

Gorakhpur

Vizag

Hubli

Goodlife Enrollment

49

21

58

17

64

31

22

Goodlife Renewal

25

3

24

1

55

83

44

Parameter

Trivandrum

Chennai

Ahemdabad

Bhubaneshwar

Patna

Kolkata

Total

Goodlife Enrollment

10

54

56

25

30

37

474

Goodlife Renewal

2

17

5

21

15

39

334

20

GoodLife Diaries

Additional Thrust by ZO/AO Glimpse Some of the Customer Engagement Initiatives have been mentioned below:

1. East Zone

21

i.

GoodLife - Sales & Exchange Mela: Kolkata from 27th to 31st March 2019

•

A GoodLife Sales & Exchange Mela was organized in Kolkata

•

An Appreciation Gift was given to all GoodLife members & to new members registered at the Mela

•

1000 Bonus Points given on GoodLife renewal

•

Free Wash Coupons given to customers on the purchase of a Hero Two-wheeler

GoodLife Enrollment

84

Renewals

20

Referral Sales

11

Vehicles Sales

101

GoodLife Diaries 2. West Zone i.

GoodLife Customer Meet: Jamnagar (Gujarat), 30th March 2019

•

GoodLife Customer Meet was organized in Jamnagar on 30th March, 2019 by both local Dealers Karan Enterprise and Gokul Associate

•

200+ GL customers along with their families attended the event

•

Destini 125 and Xtreme 200R were also launched at the event

•

25 Destini-125 and 12 Xtreme 200R enquiries generated through the prospects from the event with 65 test rides taken

•

50+ Wishes were taken under #MakeaWish Campaign

ii. GoodLife Customer Meet: Gadchiroli, Warora & Wani (Nagpur AO) •

Musical Night and Magic Show were organized for GL Customers at Aryan Motors - Gadchiroli on 24th March 2019, at Shravanti Motors -Warora on 28th March 2019 and at Mahadev Motors-Wani on 29th March, 2019

•

450+ Customers along with their families attended the Meet

•

160 GoodLife Enrollments, 109 GoodLife Renewals

•

Destini 125 and Xtreme 200R were also launched at the Meet with 45 Destini 125 & 92 Xtreme 200R enquiries generated through the prospects from the Meet

•

150+ Wishes taken under #MakeaWish Campaign

22

GoodLife Diaries iii. GoodLife Customer Meet (Pune AO) •

Customer Meet and Movie Show were organized under Siddhivinayak Automobiles, Indomobil Sales & Service, Rama Automobiles and Unique Automobiles

•

More than 600 Families attended the event

•

43 GoodLife Renewals, 30+ Wishes under #MakeaWish Campaign

•

35 Destini-125 & 20 Xtreme 200R enquiries generated through the Prospects from the event with 75 Test drives of these Hero Two Wheelers

iv GoodLife Customer Meet: Ahmedabad •

More than 240 Customers attended a Customer meet & Movie screening at Ahmedabad. Customers were explained the benefits of GoodLife and were briefed about new products of HMCL. The event concluded with Customer interaction, Games and Gift distribution

•

45 GoodLife Enrollments, 12 GoodLife Renewals, 22+ Destini Enquiries & 90+ Wishes under #MakeaWish Campaign

3. North Zone

23

i.

GoodLife Milan Samaroh, Delhi

•

GoodLife Milan Samaroh was organised

by Himgiri Hero, Aman Motors, RK Hero & Auto Needs

•

225 Customers attended the event. 63 new enquiries were generated & 33 Test rides were taken

•

81 GoodLife Enrollments, 27 GoodLife Renewals

GoodLife Diaries 4. Central Zone i.

GoodLife Customer Meet: Taiyab Motors, Jaipur, Rajasthan

•

Customer Meet was organised wherein GoodLife Members were invited along with their family members. GoodLife members were greeted with GoodLife Goodies

•

Hero Xtreme 200R and Destini 125 were launched at the event

•

300+ Destini Test Rides were taken at the event

Launch of “Xtreme 200R - Fear Nothing”

5. South Zone i.

Dealer: Associated Auto Service Pvt. Ltd, Guntur, Andhra Pradesh A Blood Donation Camp was organized by the Dealer on 17th March, 2019. More than 40 Customers donated Blood at the Camp

24

GoodLife Diaries

SJOBA Rally Key Highlights

2019

GoodLife Customers from Punjab, Himachal Pradesh were invited for a one of its kind & unique Cross Country Bike & Car Rally “SJOBA RALLYING 2019” held in Chandigarh.

Rally Period: 1st March 2019 - 3rd March 2019

125+ Xtreme 200R Test drives on Rally Track Specially Prepared for Rally Riders

25

GoodLife Diaries

RIDE IN THEATER • Latest Bollywood movies were showcased at 18 Locations in JHARKHAND under Hero Ride-in-Theater • 50 Seats were reserved at each location for GoodLife Members wherein High Value Service Members/Lapsed Members were invited • GoodLife Counter was installed at each location to guide customers on GoodLife & 500 Bonus Points were awarded to Customers who Enrolled at the event Period: 14th August 2018 to 10th September 2018

26

GoodLife Diaries

GoodLife on Social Media

27

GoodLife Diaries

GoodLife in News

28

GoodLife Diaries

GoodLife Sweepstakes Celebration

Winner of the month

29

GoodLife Diaries

Lighthouse Pilot Project – South Zone Dealer: Rao & Khan (P) Ltd., Krishnagiri, Tamil Nadu.

Period: 1st February, 2019 to 28th February, 2019.

Lighthouse Study Objective: •

To Build a lasting impact on business parameters through GoodLife

•

To Contribute by increasing Counter Sales through the ‘Referral’ Route

•

Enhancing Customer Experience through the Reward mechanism of Relationship & Customer Engagement Events

•

To Improve Customer Retention at Workshops

Methodology (How we went about it): 1. Sensitization of GoodLife Program benefits by Z-CRM Manager & CRM Head to Dealer Owner 2. Frequent & regular visits to Dealership by Z- CRM along with TM’s 3. GoodLife SOP’s guidance & adherence check by TM’s & Z-CRM 4. During the Lighthouse Period, extra Bonus Points of 500 for Renewal & 1000 for Referral were given 5. Dominant focus was on planning, organizing & execution of Customer Engagement Initiatives like Customer Meet etc GoodLife Targets given to Dealer during Project period with performance below

Metrics

Monthly Targets

Monthly Average (April 2018 – Jan 2019)

Target given for Feb 2019

Feb 2019 (Actual)

% Achievement

Enrollment

302

271.5

500

512

102%

Referral

25

28

50

74

148%

Renewal

19

19

50

76

152%

30

GoodLife Diaries

GoodLife Complaints Snapshot Year-on-Year GoodLife related Complaints have reduced by 12% in FY 2018-19 as compared to FY 2017-18 Zone

FY 16-17

FY 17-18

FY 18-19

% Change FY 18-19 vs FY 17-18

North

288

236

209

-11%

East

172

137

123

-10%

West

111

106

73

-31%

South

103

131

117

-11%

Central

167

99

101

2%

Grand Total

842

709

623

-12%

Lead time of Resolving GoodLife Complaints has reduced in FY 18-19 as compared to FY 17-18 Zone

FY 16-17

FY 17-18

FY 18-19

North

5.0

6.2

5.4

East

5.7

4.7

3.9

West

7.0

8.5

6.4

South

4.8

3.8

3.2

Central

4.1

5.9

4.4

Grand Total

5.2

5.8

4.6

GoodLife Insurance Cases Summary for Legal cases till now :

96%

1%

3%

Insurance Claims Closed

NIC Submitted

Pending with field

(This includes Settled Claims (89%), Non-Payable (6%), Close by Field (1%))

31

(This includes NIC Returned, Pending)

GoodLife Diaries

Enhancing Customer Experience through Technology Integration 1. GoodLife Enrollment through GoodLife Website has been implemented in May 2018 2. GoodLife Enrollment through Hero App has been implemented in February 2019 3. GL Members are receiving SMS since Jan’19 for their necessary membership details at the time of job card opening in addition to the regular informatory SMS sent to GL Members 4. Automatic Service Voucher picking while invoicing has been implemented in February, 2019 to improve Voucher Redemption percentage 5. Changes have been made in GoodLife Dashboard Reports- Gifts Dispatch, Card Dispatch, Redemption Report in July 2018 for effective report tracking

GoodLife Branding and Awareness Effort GL Branded Mobile Charging Station have been installed at > 200 Dealer/ASC, HO & North ZO

GoodLife Branded Calendar to Dealers, ASC’s, High Value Referral & Service Customers and also to ZO/AO

A GoodLife Branded Coffee Mug was given to GoodLife Members at Mega Service Carnival.

32

GoodLife Diaries

Way Forward Program •

GoodLife Program Revamp (GL 3.0) Rollout

•

Refreshed GL Kit & POS

•

Online Partnerships for Other Redemption Options

Customer Engagement Thrust Areas

Increase Program Awareness Incremental Referral Sales Focus on New Customer Acquisition

Retention at Workshop leading to increase Workshop Profitability

Customer Engagement Thrust Areas

Increased Redemption for better Customer Satisfaction

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Meaningful Customer Engagement Initiatives

GoodLife Diaries

Customers Engagement Opportunities Calendar You can Pick and Choose option for Engagement at your ZO/AO Month

May

June

Date

Day

Day Celebrated

Festival

1

Wednesday

International Wokers’ Day (Labour Day)

5

Sunday

World Laughter Day*

7

Tuesday

12

Sunday

15

Wednesday

26

Sunday

30

Thursday

Mother’s Day*

1

Saturday

Parent’s Day

5

Wednesday

World Environment Day*

Friday

9

Sunday

Maharashtra Day

Mandi Activity- Bhopal, Raipur, Jaipur,Dehradun, Lucknow, Varanasi, Ranchi, Patna

Shubhaarambh Offers

Ramadan Begins

Chalo Sakhi- Chandigarh, Haryana, Lucknow, Nagpur, Hyderabad, Vijaywada

Budhha Purnima

World Cup of Cricket Begins* World No Tobacco Day

7

Sales and Service

DELHI

Friday

Thursday

Rural Marketing Events

Akshaya Tritiya

31

6

Customer experience for Sports Events premium & Carnivals products (Xpulse)

Engine Overhaul Camp

UEFA Champions League Final* Eid-ul-Fitar Service- World Environment day Camp & Engine Overhaul Camp

FIH Hockey Series at Bhubaneswar Begins*

JAIPUR* FIH Hockey Series at Bhubaneswar Ends*

15

Saturday

16

Sunday

Father’s Day*

21

Friday

International Yoga Day*

23

Sunday

Engine Overhaul Camp

AHEMDABAD

*Centrally planned by GoodLife

34

GoodLife Diaries

Month

Month

Date

Date

4

July

August

Day

Day

Day

Day Celebrated

Sunday

14

Sunday

16

Tuesday

28

Sunday

4

Sunday

5

Monday

11

Sunday

12

Monday

15

Thursday

24

Saturday

25

Sunday

premium products (Xpulse)

Rural Marketing Events

Rural Rockstar- Bhopal, Jaipur, Raipur, Chandigarh, Dehradun, Haryana, Lucknow, Varanasi, ANE, Bhubaneswar, Kolkata, Patna, Ranchi, Nagpur, Pune, Vadodra, Bengaluru, Kochi, Vijaywada Ride-in Theatre - Bhopal, Varanasi, Bhubaneswar, Kolkata, Nagpur, Chennai, Hyderabad

World Cup of Cricket Final

Guru Purnima*

Naye Indian ki Khoj - Patna

DEHRADUN

Friendship Day* Nag Panchmi LUCKNOW Bakri-Eid Independence Day*

Rural Marketing Events

Khushiyaan Har Aangan- Bhopal, Jaipur, Raipur, Chandigarh, Dehradun, Haryana, Varanasi, ANE, Bhubaneswar, Kolkata, Patna, Ranchi, Nagpur, Pune, Vadodra, Bengaluru, Chennai, Hyderabad

CHANDIGARH

*Centrally planned by GoodLife

35

Festival

Sports Events & Carnivals

Customer experience for Customer premium for experience

Jagannath Rath Yatra

Thursday

7

Festival

Sports Events

Raksha Bandhan* Janmashtami KOLKATA

Gramin Khel Utsav-Ranchi, Nagpur*

Sales and Service

Sales and Service

GoodLife Diaries

Month

Day Celebrated

Date

Day

Festival

2

Monday

5

Thursday

8

Sunday

10

Tuesday

Muharram

11

Wednesday

Onam

17

Tuesday

Vishwakarma Puja

22

Sunday

29

Sunday

Customer experience for Sports Events premium & Carnivals products (Xpulse)

Rural Marketing Events

Sales and Service

Ganesh Chaturthi* Teachers’ Day* PUNE

September

2

Wednesday

6

Sunday

7

Monday

October

BANGALORE Navratra Begins Get Set Vroom- Bhopal, Jaipur, Raipur, Chandigarh, Dehradun, Haryana, Varanasi, Lucknow, Ranchi, Nagpur, Pune, ANE, Bhubaneswar, Kolkata, Patna, Vadodra, Vijaywada, Bengaluru, Hyderabad, Chennai, Kochi*

Gandhi Jayanti*

CHENNAI Durga Puja (Navami)*

8

Tuesday

Dusshera*

17

Thursday

Karwa Chauth

25

Friday

Dhanteras*

27

Sunday

DIWALI*

28

Monday

Govardhan

29

Tuesday

Bhaiya Dooj

18Now- Jaipur, Lucknow, Ranchi, Vadodra, Vijaywada*

Festive Offers

*Centrally planned by GoodLife

36

GoodLife Diaries

Month Month

November

Date Date

Day Day

Festival Festival

1

Friday

2

Saturday

Chath Puja

12

Tuesday

Guru Nanak Jayanti

14

Thursday

25

1

March

Wednesday

Christmas

Wednesday

YUNGMINDZ- Bhopal, Jaipur, Raipur, Chandigarh, Dehradun, Haryana, Lucknow, Varanasi, ANE, Bhubaneswar, Kolkata, Patna, Ranchi, Nagpur, Pune, Vadodra, Bengaluru, Chennai, Hyderabad, Vijaywada

New Year*

Bharat Shreshth-2020- Bhopal, Jaipur, Raipur, Chandigarh, Dehradun, Haryana, Lucknow, Varanasi, ANE, Bhubaneswar, Kolkata, Patna, Ranchi, Nagpur, Pune, Vadodra, Bengaluru, Kochi, Chennai, Hyderabad, Vijaywada

Guru Gobind Singh Jayanti

2

Thursday

12

Sunday

14

Tuesday

Lohri

15

Wednesday

Makar Sakranti, Pongal

26

Sunday

Republic Day*

14

Friday

Valentine’s Day*

21

Friday

Maha Shivratri

1

Sunday

8

Sunday

10

Tuesday

Holi*

25

Wednesday

Gudi Padwa

National Youth Day*

Khushiyaan Har AanganChennai, Hyderabad, Vijaywada International Kite Festival at Gujarat*

International Yoga Festival* International Women’s Day*

Sales and Service

Sales and Service

Festive Offers

Children’s Day*

*Centrally planned by GoodLife

37

Rural Marketing Events

Haryana Day

January

February

Rural Marketing Events

Constitution Day*

26 December

Day Celebrated Day

Customer experience for Sports Events Customer premium experience for & Carnivals Sports Events premium products (Xpulse)

GoodLife Diaries

Hero GoodLife Felicitation by “Kamikaze” • Hero GoodLife has been conferred with the prestigious KamiKaze Award for “Best Loyalty Program in Auto Sector” at the 12th Customer Loyalty Awards Ceremony • A jury of Industry experts & Academics were instrumental in identifying the Award as per stated criteria • The Award Ceremony was held in Mumbai on 5th Feb 2019

38

Saarthi in your Journey...

Hero MotoCorp Ltd.

34, Community Centre, Basant Lok, Vasant Vihar, New Delhi - 110 057 www.heromotocorp.com Facebook - @HeroMotoCorpIndia Twitter - @HeroMotoCorp