Mazda's Commitment to Customer Care

 

Mazda North American Operations (MNAO) is marking a major achievement with the opening of its 300th Retail Evolution (RE) dealership in Kansas City, Missouri. This milestone highlights Mazda's ongoing dedication to improving the customer experience and setting new benchmarks in the automotive retail sector.

Launched in 2014, Mazda's Retail Evolution program aims to create upscale, open-concept showrooms that enhance business transparency and customer satisfaction. The 300th RE dealership, Luther Mazda, embodies this goal, offering a modern and welcoming space that reflects Mazda's focus on customer-centered service.

Tim Manning, Senior Vice President of Retail Operations at MNAO, emphasized the importance of this milestone, noting that it reflects Mazda's commitment to providing an elevated experience at every customer interaction. Across RE locations, dealer owner loyalty has increased by 4.3 percentage points, and service retention has risen by 5.2 percentage points.

Mazda's investment in the Retail Evolution program underscores its forward-looking vision. The initiative creates a transparent, open, and contemporary environment that aligns with the changing expectations of today's consumers. David Luther, dealer principal of Luther Automotive, expressed his belief in Mazda's future and the significance of the RE program as a symbol of Mazda's strength to employees, guests, and communities.

The Retail Evolution program is a key element of Mazda's long-term strategy in the U.S. market. It ensures a consistent and enhanced experience from the moment customers enter the showroom through the entire lifecycle of their vehicles. Currently, 70 percent of Mazda dealers have either completed or committed to the Retail Evolution transition, representing 87 percent of total retail sales. These upgraded dealerships consistently outperform their non-upgraded counterparts, achieving a 126 percent increase in monthly throughput.

In the decade since the program's inception, over 380 Mazda dealers have committed to upgrading their facilities, reinforcing Mazda's reputation for excellence and customer satisfaction. As Mazda continues to innovate and expand, its focus remains on creating positive customer experiences and fostering long-term loyalty.

Mazda's tradition of craftsmanship and customer-focused approach ensures that every dealership visit is welcoming and enriching. Through the Retail Evolution program, Mazda is establishing new standards in the automotive industry, demonstrating its unwavering commitment to quality and customer care.