Charles has nearly 30 years experience across 5 continents helping car companies, dealers, banks and hotels maximise their customer relationships.
He and his team at ROAR, a SaaS-based experience intelligence company, use their deep customer, data, and tech experience to help dealers estimate and then maximise return on a relationship with a customer.
Charles believes dealers’ relationship strength with their customers in this era of disruption can give them advantage against new entrants and, if dealers have earned customer trust, the authority to provide their own new mobility formats.
“Trust is the foundation of a relationship. Dealers who earn an individual customer’s trust by knowing and consistently delivering beyond expectations on the dimensions of time, value and quality, can thrive in disruption from strong recommendation and repurchase levels delivering above average RoaR.”